Open Architecture Platform

for enterprise experience optimization

Extensible and customizable platform

to meet every enterprise need

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. Key features and APIs include:

  • Import and export of virtual assistants, variables, ML utterances, and roles.
  • Fetching intent recognition results and scoring from NLP and ML engines
  • Initiating ML and Knowledge Graph training and pulling the status of a training request
  • Bringing detailed conversational history, with support for pagination and retrieving debug logs and changelogs
  • Publishing assistants, assigning admin roles, and updating user access
  • Publishing bots, assigning admin roles, and updating user access

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.

  • Agent Chat Integration: Integrate with the agent chat software of your choice, like LiveChat, Zendesk and more so you can seamlessly transfer conversations from virtual assistant to human whenever needed.
  • Custom Analytics: Add custom events and tags to create an analytics dashboard that best fits your needs.
Open APIs

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. Key features and APIs include:

  • Import and export of virtual assistants, variables, ML utterances, and roles.
  • Fetching intent recognition results and scoring from NLP and ML engines
  • Initiating ML and Knowledge Graph training and pulling the status of a training request
  • Bringing detailed conversational history, with support for pagination and retrieving debug logs and changelogs
  • Publishing assistants, assigning admin roles, and updating user access
  • Publishing bots, assigning admin roles, and updating user access
Extensibility

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.

  • Agent Chat Integration: Integrate with the agent chat software of your choice, like LiveChat, Zendesk and more so you can seamlessly transfer conversations from virtual assistant to human whenever needed.
  • Custom Analytics: Add custom events and tags to create an analytics dashboard that best fits your needs.

Botkit SDK

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:

Webhooks

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.

Agent Transfer

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.

Messaging

All messages from configured channels, including both user and virtual assistant responses, are sent to the BotKit SDK as message events.

Webhooks

Webhooks

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.

Agent Transfer

Agent Transfer

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.

Messaging

Messaging

All messages from configured channels, including both user and virtual assistant responses, are sent to the BotKit SDK as message events.

Automate Enterprise Experiences

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