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Linked Services lets you connect Agent AI with external services to extend its capabilities.
ServiceDescription
Search AIEnhances Agent AI’s search capabilities across web and mobile platforms.
Agentic ConfigurationsConfigure and manage Agentic Copilot apps for autonomous, end-to-end conversation handling.

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Search AI

Search AI provides intelligent, contextual, and personalized search in every interaction. Agents access results from all linked sources through the Search tab in the Agent AI widget.

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How It Works

  1. Set up Search AI Apps — Add information sources (internal, external, auto-suggestions) such as web pages, documents, and content from apps like ServiceNow and Confluence.
  2. Link Search AI with Agent AI — Administrators can link up to three Search AI apps. Once linked, Search AI content is available in the Agent AI widget automatically.
  3. View results in the widget — Agents see snippets and articles from Search AI, and Dialog Tasks and FAQs from the XO Platform.
When Search AI is linked, agents can quickly review results and share relevant information with customers. The integration also supports sending internal-only notes that agents cannot share or copy to customers.

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Search AI Options

OptionDescription
NoneDisables Search AI; results come only from the configured bot.
Use only the inbuilt XO 11 Search App (AA Bot)Uses the built-in XO 11 Search AI app.
Configure multiple Search Apps across XO 10 or XO 11Configure up to three custom Search AI apps.
Search AI Configuration Options

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None

Restricts search to the configured bot only. If a search query doesn’t match bot content, No Search Result Found appears. If the query matches bot content (such as dialog tasks), matching results appear. None Search AI Config

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Use Only the Inbuilt XO 11 Search App

Uses the built-in Search AI app linked to your XO 11 sign-in. Select this to configure internal or external information sources and customize how the app retrieves and presents information. Steps:
  1. Sign in to AI for Service.
  2. Go to Agent AI > Linked Services > Search AI.
  3. Select Use only the inbuilt XO 11 Search App (AA Bot).
  4. Expand the Search App section, select Internal Information or External Information in Use This App Settings for, then select Okay.
  5. Expand the Knowledge AI section. Knowledge AI
    1. Turn on the Knowledge Settings toggle.
    2. Select a channel in the Select channel list.
    3. Configure the Search Results and Control expand behavior of Answers options.
    4. Optionally, select Add Custom Meta Filter Script under Advanced Search API Configuration, select Add Script, enter your script, and select Save.
  6. Select Save.
You must enable Answer Generation to use the inbuilt XO 11 Search App.
To enable Answer Generation:
  1. Go to App Settings > Configurations > Dev Tools > API Scopes. App Settings API Scope
  2. Select the edit icon next to an existing JWT App.
  3. On the Edit App Definition page, turn on the Answer Generation toggle. Enable Answer Generation
  4. Select Save.

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Configure Multiple Search Apps

Configure up to three Search AI apps across XO 10 or XO 11. Restrict search capabilities for specific users and assign scopes to each app.

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Search App Scopes

ScopeDescription
Internal InformationSends only internal notes to agents. Send and Copy buttons are unavailable — agents cannot share with customers.
External InformationFetches external information through Search AI. Includes Send and Copy buttons for sharing with customers.
Auto-SuggestionsShows relevant past search entries as the agent types. Available for XO 10 only.
Internal Information External Information Auto Suggestions Steps:
  1. Sign in to AI for Service.
  2. Go to Agent AI > Linked Services > Search AI.
  3. Select Configure multiple Search Apps across XO 10 or XO 11.
  4. Select + Add Search AI App. Add Search AI App
  5. Enter a name in the Name field.
  6. Select a version (XO10 or XO11) in Select Version.
  7. Select one or more options in Use This App Settings for. See Configuration Rules.
    Auto-Suggestions is not available for XO11 apps.
  8. Enter the client credentials from your Search AI application:
    FieldDescription
    Domain URLThe domain URL for this search app.
    Stream IDThe stream ID for this search app.
    Client IDThe client ID for this search app.
    Client SecretThe client secret for this search app.
  9. Expand the Knowledge AI section (shown only when Internal Information or External Information is selected). Knowledge AI
    1. Turn on the toggle.
    2. Select a channel.
    3. Configure Search Results and Control expand behavior of Answers.
    4. Optionally add a custom meta filter script under Advanced Search API Configuration.
  10. Select Test Connection & Save. A success message confirms the connection.
  11. Repeat to add more Search AI apps.

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Configuration Rules

  • Choose either Internal Information or External Information with Auto-Suggestions — not both.
  • Internal Information and External Information cannot be combined in one app.
  • Auto-Suggestions is available only for XO 10 apps.
  • Knowledge AI settings appear only if Internal or External Information is selected.

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Knowledge AI

Knowledge AI settings let you control how search results from the Knowledge AI integration appear in the widget.
SettingOptions
Search ResultsAlways Show (default) — shows all Knowledge AI results. Show with XO results — shows results only when bot events are detected. Show as Fallback — shows results only when no bot events are detected.
Advanced Search API ConfigurationUse a custom API to configure Knowledge AI behavior.
Control expand behavior of AnswersSet how many answers appear in the widget (default: 4, minimum: 2).

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Agentic Configurations

Agentic Copilot manages end-to-end conversations autonomously once configured. Agents supervise conversations and can cancel, override, or edit Agentic responses. Agents can also use the custom tab to run dialog tasks and perform LLM-powered searches.

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Configure an Agentic Copilot App

Configuring an app is a three-step process: entering app details, selecting conversation metadata, and adding custom metadata.

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App Details

FieldDescription
App NameA name for the app (up to 50 characters). For example, Travel Agent.
Domain URLThe Agentic platform’s host URL. For example, agent-platform.kore.ai.
EnvironmentThe environment name as configured in the Agentic Platform’s Environment section.
App IDThe Agentic app ID in use.
API KeyThe API key from the Agentic Platform’s API Keys section.

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Conversation Metadata

Select the metadata to pass to the Agentic Copilot app. This preserves context during transfers from automation to human agents.
MetadataDescription
Landing SummarySummary of the customer-bot conversation before transfer to a human agent.
Agent-Customer Chat HistoryConversation history between the customer and human agent up to the latest message.
Custom DataCollected custom data.
Intermittent SummaryAgent-generated mid-conversation summary.

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Custom Metadata

Add a custom metadata script in the code editor to pass to the Agentic Copilot app. The system validates and highlights errors as you enter the script. Steps:
  1. Sign in to AI for Service.
  2. Go to Agent AI > Configurations > Linked Services > Agentic Configuration.
  3. Select + Add Agentic Copilot App.
  4. Enter the app name, domain URL, environment, app ID, and API key. Agentic Configuration App Info
  5. Expand Pass Metadata and select the metadata to pass. Choose Metadata to Pass
  6. Expand Add Custom Metadata and enter your script in the code editor. Use the enlarge or copy buttons as needed. Add Custom Metadata
  7. Select Test Connection & Save.

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Delete an Agentic Copilot App

Deleting an app automatically disables it from the Agent AI widget.
  1. Select the delete button on a saved app.
  2. Select Delete on the confirmation screen.
You cannot delete an app that is currently in use. The delete button is unavailable, and a badge indicates the app is active.
Linked Services