Amazon Connect
| Guide | Description |
|---|---|
| Amazon Connect CCP Integration: Agent AI Chat | Integrate Agent AI (Chat channel) with Amazon Connect using a Custom Contact Control Panel (CCP) that hosts both the native CCP and the Agent AI Chat widget. |
| Amazon Connect CCP Integration: Agent AI Voice | Integrate Amazon Connect with Agent AI Voice using the AWS CCP approach, capturing audio streams via Amazon Kinesis Streams and processing them with AWS Lambda for real-time transcription and AI assistance. |
| Amazon Connect Integration with Agent AI Voice via AWS Third-Party Applications | Integrate Amazon Connect with Agent AI Voice using AWS third-party applications, capturing audio via Kinesis Video Streams and embedding Agent AI into the Amazon Connect agent workspace. |
Salesforce
| Guide | Description |
|---|---|
| Agent AI Integration with Salesforce Service Cloud Voice (Amazon Connect Telephony) | Combine Salesforce CRM with Amazon Connect telephony to deliver real-time AI-driven insights, suggestions, and automation to agents handling voice interactions. |
| Agent AI Configuration for Salesforce OmniChannel Chat (Messaging) | Integrate Agent AI with Salesforce OmniChannel Chat to deliver AI-powered suggestions, automated responses, and conversation summaries directly in the Salesforce console. |
| Salesforce Web Messaging Configuration (New Chat) | Connect your messaging channel to a website using a new embedded deployment on Salesforce Omni-Channel Service Cloud with Agent AI. |
| Agent AI Integration with Salesforce Email-to-Case | Embed the Agent AI widget in the Salesforce Service Console for email-based cases, providing AI-powered suggestions, on-demand summaries, and next-best actions across email threads. |
| Kore Agent AI with Salesforce NICE CX CTI | Set up Agent AI with NICE CX Telephony using the Salesforce NICE CX CTI package to display voice transcripts and next-best actions when agents receive inbound customer calls. |
| Salesforce NICE CX CTI for Outbound Calls | Configure the Agent AI widget with NICE CX Telephony via Salesforce NICE CX CTI to surface voice transcripts and next-best actions when agents place outbound calls. |
| Agent AI Voice Integration with CX Cloud from Genesys and Salesforce | Configure Agent AI within the CX Cloud from Genesys and Salesforce unified platform to provide agents with real-time coaching, smart replies, sentiment tracking, and Playbook guidance. |
| Agent AI Voice Integration for NICE CXone Mpower in Salesforce | This guide explains how to set up and configure the Agent AI widget with NICE CXone telephony using the Salesforce NICE CXone Mpower package. |
Genesys
| Guide | Description |
|---|---|
| Agent AI Integration with Genesys Cloud CX | Integrate Agent AI with Genesys Cloud CX to support multiple bots and queue-based functionality, improving agent efficiency and customer satisfaction across departments. Also works with the Genesys Desktop App. |
NICE
| Guide | Description |
|---|---|
| NICE MAX Desktop Chat and Voice | Integrate Agent AI into the NICE MAX Desktop environment with support for Automation, Agent Coaching, Playbook, Sentiment Analysis, Transcription, end-of-call summary, and Custom Data passing. |
| NICE Agent Desktop Voice | Integrate the Agent AI widget into the NICE Agent Desktop for voice interactions, supporting all Agent AI features including Automation, Coaching, Playbook, Sentiment Analysis, and Transcription. |
| Agent AI Integration with NICE CXone Agent Desktop for Outbound Calls | Integrate the Agent AI widget into the NICE Agent Desktop for outbound voice calls with support for Automation, Coaching, Playbook, Sentiment Analysis, Transcription, and end-of-call summary. |
| Agent AI Integration with NICE MAX Desktop for Outbound Calls | Integrate the Agent AI widget into the NICE MAX Desktop for outbound calls with support for Automation, Coaching, Playbook, Sentiment Analysis, Transcription, and end-of-call summary. |
Five9
| Guide | Description |
|---|---|
| Agent AI Chat Integration with Five9 | Embed the Agent AI widget into the Five9 Agent Desktop for chat interactions, enabling Automation, Agent Coaching, Playbook, Sentiment Analysis, and end-of-call summaries. |
| Agent AI Integration with Five9 Inbound Voice | Integrate the Agent AI widget into the Five9 Agent Desktop with step-by-step instructions to enable automation, coaching, playbooks, sentiment analysis, transcription with summaries, and custom data passing. |
| Five9 Integration with Kore Voice Automation via SIP | Integrate Five9 Voice Automation with Voice Gateway using SIP trunking to let Five9 route inbound voice calls to an automation flow for self-service. |
ServiceNow
| Guide | Description |
|---|---|
| Agent AI Chat Integration with ServiceNow | Integrate the Agent AI widget with the ServiceNow Desktop for chat, supporting all Agent AI features including end-of-call summary and Custom Data passing across HR, IT, and other ServiceNow workspaces. |
Web SDK
Use the Web SDK to embed and customize the Agent AI widget in your own web applications or custom contact center interfaces.| Guide | Description |
|---|---|
| Agent AI Web SDK Introduction | Overview of the Agent AI Web SDK — a JavaScript, Preact, and SCSS-based toolkit for integrating AI Agent functionality into web applications with real-time event handling and UI customization. |
| SDK Fields and Details | Reference for all SDK initialization fields including botId, conversationId, domainURL, and other mandatory and optional parameters. |
| SDK Customization | Customize SDK events with step-by-step examples demonstrating how to tailor widget behavior and appearance to your requirements. |
| Dialog Execution | Handle and customize dialog execution events within the Agent AI widget. |
| Agent Coaching Events | Implement real-time agent coaching events that surface guidance based on user and agent messages, including emotion insights and empathy recommendations. |
| Search Suggestion Events | Customize search and assist tab events to control how search suggestions are presented to agents. |
| Transcript Events | Customize the transcript tab display and handle transcript-related events in the Agent AI widget. |
| Sentiment Charts | Render and handle real-time sentiment charts within the Agent AI widget to track customer sentiment throughout a conversation. |
| MyBot Tabs | Configure and customize the MyBot tab section of the Agent AI widget. |
| View Customized Events | Handle events that control custom view rendering within the Agent AI widget. |
| Other Events | Reference for additional SDK events not covered by the primary event categories. |
| SDK Playbooks | Integrate and customize Playbook functionality through the Web SDK. |
| Internal Transfer Process | Implement internal transfer flows within the Web SDK integration to handle agent-to-agent handoffs. |
| Error Codes | Reference for SDK error codes to diagnose and resolve integration issues. |