Setting up the Kore.ai Virtual Assistant connector app

The Kore.ai Virtual Assistant app in the Zoom App Marketplace allows you to integrate the Kore.ai XO Platform with Zoom Contact Center. Businesses can quickly add self-service, automation and conversational assistance for end customer. For more information on how this integration works, see the Kore.ai / Zoom Contact Center channel support article.

Prerequisites for using the Kore.ai Virtual Assistant connector app

 

Important: Zoom does not provide technical support for the Kore.ai XO Platform. If you need help, contact Kore.ai or your IT admin that manages the application.

Table of Contents

How to access the Kore.ai Virtual Assistant connector app

You can access custom connector apps from two different places: the Zoom App Marketplace listing page, or the Manage Connectors page.

Accessing the app from the Zoom App Marketplace

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. Use the search box to find the Kore.ai Virtual Assistant app.
  3. Click on the app's icon or name to access it.
  4. Click Create Connector.

Accessing the app from the Manage Connectors page

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. In the top-right corner, click Manage.
  3. In the Admin App Management section, click Manage Connectors.
  4. Click Add Connector then Koreai.

How to set up the Kore.ai Virtual Assistant connector app

To set up Zoom Contact Center as a channel, the bot has to be associated with the instance of the Kore.ai Chat bot connector available in the Zoom app marketplace.

Build a chatbot

  1. Follow the previous section to access the Custom Connector app.
  2. Enter the following information. Both fields are required:
  3. Click Next.
  4. Enter the Kore.ai API authorization information:
  5. Click Next.
  6. Copy the Post URL and Access Token.
  7. Paste these values to the relevant fields to the Kore.ai XO Platform admin portal in the Zoom Contact Center Configurations section. Copy the Webhook URL.
  8. In the Kore.ai Chatbot Connect page, paste the Webhook URL you obtained from Kore.ai XO Platform admin portal.
  9. In the Kore.ai XO Platform admin portal - Zoom Contact Center Configurations section, select Yes under Enable Channel. Click Save. Click Deploy Publish tab, then follow the on-screen instructions to publish the connector.
  10. Click Next to authorize the Kore.ai Chatbot connector with the Kore.ai platform.

Build a voicebot using the Smart Assist platform

Create a Kore.ai voicebot

  1. Log into Kore.ai SmartAssist platform.
  2. Log into Kore.ai BotBuilder platform.
    A default instance bot will be created in bot builder portal for the first time. This is the parent bot.

 

Enable chat history and summary

  1. Log into Kore.ai BotBuilder platform.
  2. Click on the instance bot.
  3. In the left navigation, click Channels.
  4. Click Web/Mobile Client, then configure the Web/Mobile Client settings.
  5. Click Save.
  6. In the left navigation, select APIs & Extensions, then API Scopes.
  7. In the top-right corner, click the New button.
  8. From the App drop-down, select the instance bot.
  9. Under Scopes, select Chat History and Conversation Summary.
  10. Click Save.
  11. Above the left navigation menu, click the Build tab, then select Natural Language.
  12. Select Generative AI & LLM, then click the down arrow next to LLM Integrations to enable Kore.ai XO GPT.
  13. Once enabled, click the down arrow next to Co-Pilot, and toggle Conversation Summary on.
  14. Click the Select Model down arrow , then select Kore.ai XO GPT.
  15. Above the left navigation menu, click the Deploy tab and publish the bot by clicking the Proceed button.

 

Create a flow

  1. Log into Kore.ai SmartAssist platform.
  2. Click the Configuration tab.
  3. In the top-left corner, click New Flow.
  4. Enter a display name and description for your flow.
  5. From the Flow Type dropdown, select Inbound Flow, and configure all other details.
  6. Click Create and Continue to Flow Design.
  7. Click the Automations tab.
  8. Click Add Bot, then Attach a bot from library.
  9. Choose from the list of available flows.
    The selected flow will be imported into the flow design canvas.
  10. (Optional) Click Test Flow to check if the flow is working.
  11. At the top-right, click Publish.

 

Create a Kore.ai voicebot connector in Zoom's Marketplace and define SIP Transfer channel in Kore.ai

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. Use the search box to find the Kore.ai Virtual Assistant app.
  3. Click Create Connector.
  4. Specify the Connector Name, Description and select Voicebot as the Bot Type.
  5. Click Next.
  6. Paste the Bot ID, Client ID, and Client Secret. Authorization parameters can be obtained from one of the following methods:
  7. Click Next.
  8. Copy the Domain Name and DID number.
  9. Return to the SmartAssist platform.
  10. Click the Configurations tab, then Channels.
  11. Click SIP Transfer, then New.
  12. Click Configure SIP Transfer and paste the Domain Name and DID number from Zoom's Marketplace.
  13. Click Next.
  14. Select Inbound Calls and Outbound Calls, then click Save.
  15. Click Attach Flow and assign the desired flow created in the previous section.
  16. In the left navigation, click the Deploy tab and publish the bot by clicking the Proceed button.

 

Define the agent transfer settings for Kore.ai voicebot

  1. Log into Kore.ai SmartAssist platform.
  2. Click the Configuration tab.
  3. in the left navigation, click Agent Transfer.
  4. Under Outgoing Voice Agent Transfer, click SIP Transfer.
  5. From the SIP Transfer Method dropdown, select SIP BYE.
  6. Click Save.

 

Create a Zoom Contact Center flow and select Kore.ai bot connector

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management, then Flows.
  3. Click Add Flow.
  4. In the flow canvas, add a Bot widget and select your Kore.ai voicebot connector from the bot list.
  5. Define your flow and specifying bot exits:
  6. Save and Publish the flow.

Note: For the Start widget, define entry point by selecting a phone number.

Build a voicebot using the XO platform

Create a Kore.ai voicebot

  1. Log into Kore.ai XO platform.
  2. Click the New App button, then select New App.
  3. In the Automation AI tile, click Create New.
  4. Select either Express or Custom Setup, then click Next.
  5. Follow the instructions to add app name, FAQ, Generative AI link, and Agent Transfer use cases.
  6. (Optional) Test the newly-created bot.

 

Create JWT app and define API scope for Kore.ai voicebot

  1. Log into Kore.ai XO platform.
  2. In the left navigation, click the App Settings icon, then select Dev Tools.
  3. Click the API Scopes tab and click the New Mapping button.
  4. In the JWT App dropdown, select the Create JWT App option.
  5. Enter the app name (for example, My Bot JWT App) and select HS256 as the JWT Signing Algorithm.
  6. Click Next, then Done.
  7. Scroll down to the Automation tab and click the Chat History and Conversation Summary toggles.
  8. Click Save.
  9. In the left navigation, click the Deploy tab and publish the bot by clicking entering a comment, and clicking the Proceed button.

 

Create Kore.ai voicebot connector in Zoom's Marketplace and define SIP Transfer channel in Kore.ai

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. Use the search box to find the Kore.ai Virtual Assistant app.
  3. Click Create Connector.
  4. Specify the Connector Name, Description and select Voicebot as the Bot Type.
  5. Click Next.
  6. Paste the Bot ID, Client ID, and Client Secret from the JWT App created in step 2. This information can be found by navigating to Flows & Channels > Digital > Web/Mobile Client, then selecting JWT App Details.
  7. Click Next.
  8. Copy the Domain Name and DID number. Do not click Next yet.
  9. Return to the XO platform.
  10. In the left navigation, click Flows & Channels, then select Kore.ai Voice Gateway.
  11. Click the SIP Numbers tab.
  12. Click Configure SIP Transfer and paste the Domain Name and DID number from Kore.ai Voicebot Connector page.
    • Select the Domain Name option in the Network section, then select SRV for DNS Resolve Method.
    • Select TLS for SIP Transport Type, then check the Pad Crypto checkbox.
  13. Click Next.
  14. Select Inbound Calls and Outbound Calls, then click Save.
  15. Click Attach Flow and associate your bot's Welcome Voice Flow with this SIP Transfer channel. Ensure that Agent Transfer is already set up.
  16. In the left navigation, click the Deploy tab and publish the bot by clicking the Proceed button.
  17. Go back to the Zoom's Marketplace Domain Name and DID number configuration page from step 12 and click Next.

 

Define Agent Transfer settings for Kore.ai voicebot

  1. Log into Kore.ai XO platform.
  2. In the left navigation, click the App Settings, then Integrations.
  3. Click the Agent Transfer tab, then select Voice.
  4. Click SIP Transfer (Default).
  5. In the left panel that opens, click the Configuration tab.
  6. Under SIP Transfer Method, select SIP BYE, click Save, then OK.
  7. In the left navigation, click the Deploy icon and publish the bot by clicking the Proceed button.

 

Enable Kore.ai Conversation Summary GenAI model

  1. Log into Kore.ai XO platform.
  2. In the Go Models Library, click on the three dots, select Model, and then enable the fine-tuned model for Summarizing Conversations.
  3. In the left navigation, click the Generative AI Tools icon, then select GenAI Features.
  4. In the Co-Pilot tab, click the Conversation Summary toggle and select Kore.ai XP GPT - Summarizing Conversations under the Model column.
  5. In the left navigation, click the Deploy tab and publish the bot by clicking the Proceed button.

Create a Zoom Contact Center Flow and select your Kore.ai bot connector

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management, then Flows.
  3. Click Add Flow.
  4. In the flow canvas, add a Bot widget and select your Kore.ai voicebot connector from the bot list.
  5. Define your flow and specifying bot exits:
    • Transfer To: For agent escalations, usually routed to a queue.
    • End: For cases when the voicebot successfully handles the engagement without needing an agent.
    • Timeout: For cases when the system cannot connect to the Kore.ai platform; this can also be routed to the queue.
  6. Save and Publish the flow.

Note: For the Start widget, define entry point by selecting a phone number.

Supported data formats

The following table lists the supported data formats for the Kore.ai integration. Click the embedded links to learn more about each format.

                         

FormatKore.ai native SDKZoom Contact Center Live SDK
Plain TextYesYes
Markdown

(Note: You can use markdown to describe rich text, image, list.)

 		YesYes
FormDataYesNo
Template - Button TemplateYesYes
Template - Quick Replies Template – TextYesYes
Template - Quick Replies Template – Text and ImageYesYes
Template - Feedback Survey Templates - NPSYesNo
Template - Feedback Survey Templates - CSATYesNo
Template - Feedback Survey Templates - Like/DislikeYesNo
Template - List TemplateYesNo
Template - Error TemplateYesNo
Template - Attachment Template - Audio TemplateYesNo
Template - Attachment Template - Image TemplateYesNo
Template - Attachment Template - Video TemplateYesNo
Template - Attachment Template - Text TemplateYesNo
Template - Carousel TemplateYesNo
Template - Piechart TemplateYesNo
Template - Line Chart TemplateYesNo
Template - Bar Chart TemplateYesNo
Template - Regular Table TemplateYesNo
Template - Mini Table TemplateYesNo
Template - Custom TemplatesYesNo