> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Automation AI

Build conversational AI assistants for customers, agents, and employees across voice and digital channels.

Automation AI uses **DialogGPT** and **AI Agents** to deliver multi-turn conversations that understand intent, retain context, and respond naturally.

***

## Key Components

<div class="ascii-art">
  ┌──────────────────────────────────────────────────────┐
  │                    Automation AI                     │
  └───────────────────────────┬──────────────────────────┘
  │                           │
  │          ┌────────────────┼────────────────┐
  │          ▼                ▼                ▼
  │   ┌─────────────┐  ┌─────────────┐  ┌──────────────┐
  │   │  DialogGPT  │  │Agent Flows  │  │  AI Agents   │
  │   │─────────────│  │─────────────│  │──────────────│
  │   │  Agentic    │  │ Dialog Task │  │ Tool-Calling │
  │   │orchestration│  │    +        │  │    +         │
  │   │  No training│  │ Agent Nodes │  │  External    │
  │   │  data needed│  │             │  │ Integrations │
  │   └──────┬──────┘  └──────┬──────┘  └──────┬───────┘
  │          └────────────────┼────────────────┘
  │                           │
  │          ┌────────────────┴────────────────┐
  │          ▼                                 ▼
  │   ┌──────────────────┐           ┌──────────────────┐
  │   │   Conversation   │           │   Evaluation     │
  │   │    Management    │           │──────────────────│
  │   │──────────────────│           │  Testing Suite   │
  │   │ Interruptions    │           │  Validate flows  │
  │   │ Clarifications   │           │  Pre-deployment  │
  │   │ Context Switches │           │  checks          │
  │   └──────────────────┘           └──────────────────┘
</div>

| Component                   | Description                                                                                                                          |
| --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ |
| **DialogGPT**               | Agentic orchestration engine that routes conversations using generative models—no training data required.                            |
| **Agent Flows**             | Conversational workflows combining <Tooltip tip="tip"> Dialog Tasks </Tooltip> and Agent Nodes for goal-driven service interactions. |
| **AI Agents**               | Agent Nodes with tool-calling that handle complex tasks via contextual intelligence and external integrations.                       |
| **Conversation Management** | Handles interruptions, clarifications, and context switches mid-conversation.                                                        |
| **Evaluation**              | Testing suite to validate conversational workflows before deployment.                                                                |

## DialogGPT Orchestration

DialogGPT analyzes each user message and routes it to the appropriate handler:

<div class="ascii-art">
  ┌─────────────────────────────────────────────────────────┐
  │                     User Message                        │
  └──────────────────────────┬──────────────────────────────┘
  │                          ▼
  ┌─────────────────────────────────────────────────────────┐
  │                 DialogGPT Orchestrator                  │
  │                                                         │
  │  Analyzes intent, context, and confidence to route to:  │
  │                                                         │
  │   ┌─────────────┐  ┌─────────────┐  ┌─────────────┐     │
  │   │   Agent     │  │  Generative │  │   Agent     │     │
  │   │   Flows     │  │     AI      │  │   Handoff   │     │
  │   │             │  │             │  │             │     │
  │   │ Structured  │  │ LLM-powered │  │  Transfer   │     │
  │   │ tasks       │  │             │  │  to human   │     │
  │   └─────────────┘  └─────────────┘  └─────────────┘     │
  └─────────────────────────────────────────────────────────┘
</div>

***

## Build an AI Agent

Follow these steps to create, configure, test, and deploy an AI Agent.

### 1. Create and Configure the App

| Step                    | What to do                                                                                                                                                                                                                                                           |
| ----------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Create the app**      | Create a DialogGPT-based app. The platform auto-enables the required XO GPT models; Dialogs and FAQs are on by default. [Guided Onboarding →](/ai-for-service/getting-started#create-your-first-app)                                                                 |
| **Configure DialogGPT** | Define Conversation Types and set models for Chunk Shortlisting and Conversation Orchestration. Enable or disable Intent and Conversation Events and override defaults as needed. [Conversation Orchestration →](/ai-for-service/automation/dialoggpt#configuration) |

### 2. Configure Generative AI

| Step                          | What to do                                                                                                                                                                                                                                                                                    |
| ----------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Integrate an LLM**          | Connect to a supported LLM provider, a bring-your-own model, or Kore.ai XO GPT. For Tool Calling, Streaming Responses, or Dynamic Variables, use a custom prompt with a pre-built or custom integration. [LLM Integration →](/ai-for-service/generative-ai-tools/llm-integration)             |
| **Create a custom prompt**    | Tailor model behavior per use case—build from scratch or import an existing prompt. Agent Node supports tool calling and prompt streaming with OpenAI/Azure OpenAI response formats in custom JavaScript V2 prompts. [Prompts Library →](/ai-for-service/generative-ai-tools/prompts-library) |
| **Enable GenAI features**     | Activate LLM-powered features that accelerate development and improve runtime performance. Features must be explicitly enabled before use. [GenAI Features →](/ai-for-service/generative-ai-tools/genai-features)                                                                             |
| **Configure data safeguards** | Enable PII/sensitive data anonymization at the assistant and LLM level.  [Data Anonymization →](/ai-for-service/generative-ai-tools/data-anonymization) <br />Set up Guardrails to enforce appropriate AI outputs. [Guardrails →](/ai-for-service/generative-ai-tools/guardrails)             |

### 3. Build Flows and Connect Knowledge

| Step                     | What to do                                                                                                                                                                                                                                 |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Create a Dialog**      | Define conversation flows using interlinked nodes. Nodes retrieve data, perform actions, call external apps, send messages, and control branching logic. [Dialog Tasks →](/ai-for-service/automation/dialogs/manage-dialogs)               |
| **Add an Agent Node**    | Use LLMs and tool calling to handle complex tasks, collect entities, and integrate with external systems. Supports multilingual conversations and contextual intelligence. [Agent Node →](/ai-for-service/automation/agent-node)           |
| **Connect Search AI**    | Index content from websites, documents (PDF, Office), and third-party systems (ServiceNow, Confluence, etc.) to give DialogGPT a reliable knowledge base. [Content Sources →](/ai-for-service/automation/dialogs/node-types/searchai-node) |
| **Add supporting nodes** | Use Prompt, Entity, and Agent Transfer nodes with transitions to complete the conversation flow. [Nodes Overview →](/ai-for-service/automation/dialogs/node-types/overview)                                                                |

### 4. Test

| Step                    | What to do                                                                                                                                                                                              |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Interactive testing** | Validate your app in real time using the built-in Playground before publishing. [Playground →](/ai-for-service/automation/testing/playground)                                                           |
| **Batch testing**       | Upload CSV or JSON test cases to validate accuracy and reliability at scale. Generates comprehensive performance metrics. [Batch Testing →](/ai-for-service/automation/testing/batch-testing-dialoggpt) |

### 5. Deploy

| Step                         | What to do                                                                                                                                                                                                                                                      |
| ---------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Enable a channel**         | Connect the agent to one or more voice or digital channels. The agent isn't accessible to users until at least one channel is enabled. [Digital Channels →](/ai-for-service/channels)                                                                           |
| **Configure agent transfer** | Set up <Tooltip headline="Agent Handoff" tip="Bring in a human agent in a conversation in a channel.">handoff</Tooltip> to a human agent. Integrations are platform-hosted—no custom BotKit required. [Agent Transfer →](/ai-for-service/integrations/overview) |
| **Publish**                  | Submit the app through the publishing flow for admin review before making it available to end users. [Publishing →](/ai-for-service/deployment/overview)                                                                                                        |

***