Agent AI new integ doc and other AI for Service changes by RanjitKu-Kore · Pull Request #975 · Koredotcom/docs-v2

RanjitKu-Kore · 2026-09-04T11:22:53Z

Published a new integration document

publishing a new integ doc and added a learn more link

…cs-v2 into ai-for-service-dev

ashishguptaiitb · 2026-09-04T17:14:43Z

The publish URL is very repetitive and long. Shorten the folder name or drop it completely.

ashishguptaiitb · 2026-09-04T17:18:21Z

+
+## Configuration Steps
+
+Complete the following steps in order:


This sentence is redundant. Is it not implied to complete the steps? Is it implied that the order can be different? Just see the steps on stage and this sentence will feel redundant.

ashishguptaiitb · 2026-09-04T17:18:47Z

+
+## Definitions
+
+See [Definitions](/ai-for-service/agentai/integration/nice-max/nice-max-desktop-chat-and-voice#definitions) for more details.


Don't create an H2 for just a link. Find a different way to insert the link.

@RanjitKu-Kore , did you review on stage? This looks bad to me - a second-level heading called definitions says that see definitions. What's the usefulness?

ashishguptaiitb · 2026-09-04T17:20:06Z

+noindex: true
+---
+
+This guide explains how to integrate the Agent AI widget with NICE CXone Agent Desktop for digital chat. The integration supports the following Agent AI capabilities: Automation, [Agent Coaching](/ai-for-service/agentai/agent-experience/agent-realtime-coaching), [Agent Playbook](/ai-for-service/agentai/agent-experience/playbook), [Sentiment Analysis](/ai-for-service/agentai/agent-experience/agent-assist-widget-v3), [conversation transcript](/ai-for-service/agentai/agent-experience/agent-assist-widget-v3#transcript-tab), [end-of-conversation summary](/ai-for-service/agentai/agent-experience/agent-assist-widget-v3#generate-summary), and custom data passing, such as agent name and ID.


Better to add "the following capabilities" as a list.

ashishguptaiitb · 2026-09-04T17:21:09Z

+
+## Shared Responsibilities
+
+For details, see [Shared Responsibilities](/ai-for-service/agentai/integration/nice-max/nice-max-desktop-chat-and-voice#shared-responsibilities) and follow only the responsibilities that apply to digital chat.
+
+## NICE CXOne Admin
+
+See [NICE CXOne Admin](/ai-for-service/agentai/integration/nice-max/nice-max-desktop-chat-and-voice#nice-cxone-admin) for further details.
+
+## Kore.ai Admin
+
+Provide the Studio script for digital chat: The support team provisions the Studio script required for the NICE CXone digital chat integration.
+


All these H2s are one-liners. Update to remove such short sections.

ashishguptaiitb · 2026-09-04T17:22:06Z

+Before starting with this integration guide, verify that you have the following:
+
+* A NICE CXone administrator account. The account must be allowed to create digital automatic call distribution (ACD) skills, configure digital points of contact, configure digital chat channels, import/edit studio scripts, and assign agents who have the necessary roles and permissions to accept digital chat interactions in Agent Desktop.
+* NICE CXone Studio installed on a supported Windows computer. NICE CXone Studio is the application used to import and edit the integration script.


Which Windows computers are supported? There's no mention.

ashishguptaiitb · 2026-09-04T17:22:44Z

+Before starting with this integration guide, verify that you have the following:
+
+* A NICE CXone administrator account. The account must be allowed to create digital automatic call distribution (ACD) skills, configure digital points of contact, configure digital chat channels, import/edit studio scripts, and assign agents who have the necessary roles and permissions to accept digital chat interactions in Agent Desktop.
+* NICE CXone Studio installed on a supported Windows computer. NICE CXone Studio is the application used to import and edit the integration script.


How is this description "NICE CXone Studio is the application used to import and edit the integration script." a prereq.?

ashishguptaiitb · 2026-09-04T17:24:21Z

+
+Before starting with this integration guide, verify that you have the following:
+
+* A NICE CXone administrator account. The account must be allowed to create digital automatic call distribution (ACD) skills, configure digital points of contact, configure digital chat channels, import/edit studio scripts, and assign agents who have the necessary roles and permissions to accept digital chat interactions in Agent Desktop.


Question: Can admins already do the tasks listed after "The account must be allowed..." or is there a special allowance required for admins to accomplish these tasks? If admins can already do it, then entire sentence is redundant. But if admins can't do it, then document a way to allow admin account to accomplish these tasks.

ashishguptaiitb · 2026-09-04T17:25:04Z

+* Access to Kore.ai Agent AI, with permission to create or configure an AI agent.
+* The following information from the Kore.ai administrator or support team:
+    * **Agent AI widget URL:** The web address used to open the Agent AI panel.
+    * **Bot ID:** Identifies the AI agent that will assist the human agent.


It assists right now and not in the future.

ashishguptaiitb · 2026-09-04T17:29:51Z

+#### Import the script
+
+1. Download the **[JSON Studio script](https://raw.githubusercontent.com/Koredotcom/docs-v2/2a6bb9632b62d9b0bc518df3cccba08bdff01c1d/ai-for-service/assets/nice-agent-desktop-digital-chat-messaging-sample.json)** Kore.ai provides for digital chat.
+2. Open **[NICE CXone Studio](https://na1.nice-incontact.com/studio)** on your Windows computer or access Nice CXone Cloud.


Is Windows a prereq? What if I open this on my Mac? If it works only on Windows, then mention it above in the prereq.

ashishguptaiitb · 2026-09-04T17:31:55Z

+#### Import the script
+
+1. Download the **[JSON Studio script](https://raw.githubusercontent.com/Koredotcom/docs-v2/2a6bb9632b62d9b0bc518df3cccba08bdff01c1d/ai-for-service/assets/nice-agent-desktop-digital-chat-messaging-sample.json)** Kore.ai provides for digital chat.
+2. Open **[NICE CXone Studio](https://na1.nice-incontact.com/studio)** on your Windows computer or access Nice CXone Cloud.


"or access Nice CXone Cloud" <- does this mean is there some other way to access the nice cxone cloud? Or is the only way to access it is to open the link provided in the first half of the sentence?

The first half says, open a link, and the second half says "or access the same page". If there are 2 ways to access, then this sentence makes sense. If there's only 1 way, then retain only the first half of the sentence.

ashishguptaiitb · 2026-09-04T17:33:05Z

+    1. **Kore.ai parameters**:
+        1. Bot Client ID: clientId
+        2. Bot Client Secret: clientSecret
+        3. Bot ID: botId
+        4. Agent AI Widget URL: baseUrl
+        5. Bot language code: `language`. The default value is `en`. See [Supported Languages](/ai-for-service/agentai/agent-experience/supported-languages) for supported AI agent language codes.


Reduce this entire list to ONE sentence. Redundant info. And the reduced list must not be 3 levels of nested lists. Stop at 2 levels.

ashishguptaiitb · 2026-09-04T17:35:35Z

+    3. Add one key-value pair per line to the custom data object. For example:
+        6. customdata.agentName="Agent"
+        7. customdata.agentID="1234" 


Incorrectly formatted and not reviewed on stage :-(

ashishguptaiitb · 2026-09-04T17:35:50Z

+        6. customdata.agentName="Agent"
+        7. customdata.agentID="1234" 
+
+    ```javascript


Use collapsible code block.

Update product branch with main

ashishguptaiitb · 2026-09-05T04:46:36Z

+
+See [NICE CXOne Admin](/ai-for-service/agentai/integration/nice-max/nice-max-desktop-chat-and-voice#nice-cxone-admin) for further details.
+
+## Kore.ai Admin


It isn't admin of kore.ai. Call it platform admin or something else.

ashishguptaiitb · 2026-09-05T04:47:22Z

+
+## Kore.ai Admin
+
+Provide the Studio script for digital chat: The support team provisions the Studio script required for the NICE CXone digital chat integration.


Is it Kore's support team? Give a link to contact.

ashishguptaiitb · 2026-09-05T04:48:53Z

+* A NICE CXone administrator account. The account must be allowed to create digital automatic call distribution (ACD) skills, configure digital points of contact, configure digital chat channels, import/edit studio scripts, and assign agents who have the necessary roles and permissions to accept digital chat interactions in Agent Desktop.
+* NICE CXone Studio installed on a supported Windows computer. NICE CXone Studio is the application used to import and edit the integration script.
+* Access to Kore.ai Agent AI, with permission to create or configure an AI agent.
+* The following information from the Kore.ai administrator or support team:


There's no kore.ai admin role.

ashishguptaiitb · 2026-09-05T04:50:50Z

+5. Test the integration from the customer chat entry point.
+6. Verify that the Agent AI widget, transcript, custom data, and conversation summary work correctly.
+
+<Note>This guide applies only to digital chat. Do not configure voice-related settings such as **SIP URI** or **Audio Relay Endpoint**.</Note>


Do we want to tell the readers to not configure at all OR not configure using this guide? Consider opening the sentence with "Do not use this guide to configure..."

RanjitKu-Kore added 2 commits September 4, 2026 16:51

publishing a new integ doc and added a learn more link

eb09d7b

publishing a new integ doc and added a learn more link

Merge branch 'ai-for-service-dev' of https://github.com/Koredotcom/do…

9ed04a6

…cs-v2 into ai-for-service-dev

RanjitKu-Kore assigned ashishguptaiitb Sep 4, 2026

mintlify Bot deployed to staging September 4, 2026 11:23 View deployment

ashishguptaiitb reviewed Sep 4, 2026

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Merge pull request #978 from Koredotcom/main

1a7c2b1

Update product branch with main

mintlify Bot deployed to staging September 4, 2026 18:50 View deployment

ashishguptaiitb reviewed Sep 5, 2026

View reviewed changes

IsAgentConsoleLanding flag enhancement

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mintlify Bot deployed to staging September 7, 2026 08:38 View deployment

ashishguptaiitb changed the title ~~Agent AI - new integ doc~~ Agent AI new integ doc and other changes Sep 7, 2026

ashishguptaiitb changed the title ~~Agent AI new integ doc and other changes~~ Agent AI new integ doc and other AI for Service changes Sep 7, 2026

ashishguptaiitb merged commit ec8f908 into main Sep 7, 2026
3 checks passed


		## Configuration Steps

		Complete the following steps in order:


		## Definitions

		See [Definitions](/ai-for-service/agentai/integration/nice-max/nice-max-desktop-chat-and-voice#definitions) for more details.


		Before starting with this integration guide, verify that you have the following:

		* A NICE CXone administrator account. The account must be allowed to create digital automatic call distribution (ACD) skills, configure digital points of contact, configure digital chat channels, import/edit studio scripts, and assign agents who have the necessary roles and permissions to accept digital chat interactions in Agent Desktop.


		See [NICE CXOne Admin](/ai-for-service/agentai/integration/nice-max/nice-max-desktop-chat-and-voice#nice-cxone-admin) for further details.

		## Kore.ai Admin


		## Kore.ai Admin

		Provide the Studio script for digital chat: The support team provisions the Studio script required for the NICE CXone digital chat integration.

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