Open Architecture Platform
for enterprise experience optimization
Extends platform with open architecture, continuous learning, automated training and testing to boost efficiency.
The Kore.ai Experience Optimization Platform with open and extensible architecture allows enterprises to integrate external resources like NLP services, custom channels, speech recognition engines, and analytics tools without the need for extensive development effort and time.
The platform provides APIs for granular control over all messages that flow into and out of the platform. Further, it is robust and customizable enough to meet virtually any business need.
The platform provides secure access to crucial development and account management activities and tools via APIs. It authenticates all APIs using the JSON Web Token (JWT) mechanism.
Connect with virtually any external communication system/channel using a generic webhook integration. Use the standard request and response APIs provided by the platform to send and receive text messages.
The platform offers Botkit SDK; it is a set of libraries, tools, code samples, and more that provide you with precision control over your virtual assistants and conversational experiences. It allows you to integrate event handling into your dialog tasks by capturing the following event types:
The Botkit SDK receives webhook events whenever the NLP engine processes a webhook node in a dialog task flow. The NLP engine processes each node and then transitions to the next node based on the conditions defined. When a webhook node is processed, the platform executes a webhook call sends the webhook event to the SDK.
The Kore.ai Experience Optimization Platform allows you to seamlessly transfer communications from an assistant to a live agent when predefined conditions are met, such as when a user directly requests help or, using sentiment analysis, the bot detects that the user is unhappy or angry.
When the platform identifies the Agent Transfer condition, it connects to your BotKit SDK implementation to initiate the chat for your live agent and shares the history of the conversation. The BotKit SDK integrates the user and agent conversation until the session terminates and ends the current dialog task.
All messages from configured channels, including both user and virtual assistant responses, are sent to the BotKit SDK as message events.
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