Agent AI Voice Integration with CX Cloud from Genesys and Salesforce

CX Cloud from Genesys and Salesforce is a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud. It allows you to connect Genesys Cloud as a contact center in Service Cloud.

Kore Agent AI leverages Kore.ai’s Platform capabilities along with generative AI and LLMs to enhance agent productivity and elevate customer satisfaction. It uses features like real-time coaching, and seamless integration with popular CCaaS software and offers automated task streamlining, smart replies, sentiment tracking, automated guidance, summarized conversations, and deep integration with enterprise systems. To ensure consistency and accuracy, it has features like the Playbooks and Kore.ai’s advanced information retrieval system.

This document guides Salesforce administrators through the setup and configuration of the Kore Agent AI solution, allowing agents to access the Genesys Cloud features.

Prerequisites

Before integrating Agent AI with Salesforce Genesys CTI, the following prerequisites must be met:

• In Salesforce
  • Must enable Service Cloud Voice license for the Salesforce organization.
  • Install CX Cloud from Genesys and Salesforce package.
  • Install Kore Agent AI Salesforce package.
• In Genesys
  • Install Genesys AudioHook from Appfoundry.
• Browser Compatibility Check
  • Supports Chrome

Set up Genesys Adapter in Salesforce Org

Follow this Genesys documentation to set up Genesys as a contact center inside a Salesforce org.

Once you successfully complete the configuration steps in the above link, you can accept calls to a Genesys number within Salesforce using the Omnichannel utility tool. Then, proceed with the next steps.

Note

Omnichannel presence status will be synchronized with Genesys agent’s presence status (for example, Available for Voice in Omnichannel is similar to On Queue in Genesys Cloud).

Additional Steps

These are the mandatory manual steps for Kore Agent AI integration with Salesforce Service Cloud Voice with Genesys as partner telephony. You must create a custom field inside the Salesforce Voice Call object for synchronizing Genesys call attributes. Here, you create a custom field that populates with the Genesys Interaction ID when an agent accepts a call via Omnichannel.

The two major steps involved here are:

Step 1: Create a custom field inside Voice Call object

1. Sign in to Salesforce.
2. Click the Gear icon > Setup.

3. Search with Object Manager, and click it.
   

4. Click to open the Voice Call object.

5. Click Fields & Relationships.

6. Click New to create a new field.
   

7. Select the Data Type as Text, and then click Next.
   

8. Enter the Field Label value as KAA_interaction_id and Length as 255.

   Note

   The custom field name inside the Voice Call object must be KAA_interaction_id (don’t rename it).

   

9. Click Next, and then click Save.

Step 2: Synchronize call attribute with Salesforce Voice Call Record

1. Click the App Launcher icon, and type CX Cloud Genesys Settings in the search box.
   

2. Click the Configure button of Voice for Salesforce Service Cloud in the CHANNELS section.
   

3. Click Configure Contact Centers.
   

4. Scroll down to Genesys Cloud Conversation Field Mapping.

5. Click the + button to add the mapping.

6. Enter Conversation.ConversationId in the Conversation Attributes field, and select KAA_interaction_id from the Salesforce Fields dropdown list. (Follow configure Genesys setting.)
   

7. Click Save.

Custom Data

In this integration, any custom field present in the Voice Call object will be part of the Kore Agent AI custom data. For populating a few dynamic fields from Genesys to Salesforce, follow this document: Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce

Install Agent AI Package

The installation process of the Kore Agent AI package is a simple, 3-step process. Follow these steps to install the package:

1. Visit Salesforce AppExchange.
   

2. Select one of the three available options–Install for Admins Only, Install for All Users, or Install for Specific Profiles.

3. Click Install.
   

Configure Agent AI for Salesforce

This section explains the post-installation steps of Agent AI integration with Salesforce.

Enable Agent AI Access to Administrators and Agents

1. Click the Gear icon > Setup.
2. Enter “Permission Sets” in the search box.

3. Click Permission Sets in the suggestions list, and then select the alphabet C.
   

4. Assign the Permission Set:

   1. For admins, assign both CTI_Kore Agent Assist Admin Permission Set and CTI_Kore Agent Assist Permission Set.

   2. For agents, assign CTI_Kore Agent Assist Permission Set.

      Note

      The admin role has higher permissions, including write and delete, on KoreAgentAssist Configuration Object and KoreAgentAssist Feature Configuration Object, and view access for AgentAssistApexLCController Apex. Call Summary is unavailable on the CTI_Kore Agent Assist Admin Permission Set.

   3. CTI_Kore Agent Assist Admin Permission Set: Provide full access to Kore AgentAssist objects.

   4. CTI_Kore Agent Assist Permission Set: Provide read/write access to Kore AgentAssist objects.
   5. Call Summary is unavailable on the CTI_Kore Agent Assist Admin Permission Set.

5. Click the required permission set, and then click Manage Assignments.
   

6. Select the agent/users or profiles needing access to this package.

7. Click Next > Assign, and then click Done.
   

   

Enable Kore Agent AI Package Features

1. Click the App Launcher icon, and search with Kore in the search field.
2. Click Kore AgentAssist Feature Configuration from the suggestions list.
   

3. Click the New button on the top-right, and select the features in the package you want to use.

4. Configuration Name: Provide a name for the configuration you are creating.

5. CTI Provider: Skip this field.
6. Salesforce OmniChannel Solution: “Chat and Voice” or “Voice” (based on your license).
7. Active: Only one feature configuration will be active, and the active configuration will be considered at runtime.

8. Click Save.
   

9. Click the Edit button, if you want to edit the existing feature configurations.
   

Set up Widget Configuration

1. Click the App Launcher icon on the top-left, and type Kore AgentAssist Configuration in the search bar.

2. Click Kore AgentAssist Configuration from the suggestions list.
   

3. Click the New button for providing configurations.
   

4. Select the language you want to enable for the Agent AI widget. By default, the language is English.

5. Provide all the details in the text boxes, and click Save.
   

   Note

   In the AgentAssist URL field, use the URL from Agent AI > Flows & Channels > Channels > Digital > Web/Mobile Client of your Agent AI instance.

   

   Note

   Only one configuration is active, which is used at runtime.

Create Agent Presence Status

1. Click the Gear icon > Setup.
2. Type Presence Statuses in the quick search box, and then click Presence Statuses from the suggestions list.

3. Click the New button.
   

4. Enter the Status Name, and select Status Options.

5. Select the Service Channels, and click Save.
   

Place the Widget in the Voice Calls Record page

1. Click the App Launcher icon, and search with Voice Calls in the search field.
   

2. Open any voice call record page, and click the gear icon.
   

3. Click Edit Page.
   

4. In the search box, search for koreAgentAssistVoice. Components are visible under the Custom-Managed section.

5. Drag the component to the screen at the required location, and adjust it’s height and width, as required.
   

6. Click Save.

Configure Genesys

Generate Genesys OAuth Credentials

1. Sign in to Genesys Cloud.

2. Go to Admin > Integrations > OAuth.
   

3. Click Add Client.
   

4. Enter relevant values in the App Name, Description, and Token Duration fields.

5. Select Client Credentials in the Grant Types field.
   

6. After saving the configuration, you get the Client ID and Client Secret of the created OAuth client.

7. Save the Client ID and Client Secret values.
8. Follow this documentation for the rest of the steps related to configuring OAuth settings.

Configure Audiohook

If you are using Kore-managed transcriptions, the final step is to install Audiohook for voice streaming. The Audiohook integration requires specific configuration values to support Agent Ai configuration.

1. Sign in to Genesys Cloud.
2. Go to Admin > Integrations > Integrations.

3. Enter “audiohook” in the search box to check for any existing instances of audiohooks.
   

4. Click the Integrations button on the top-right corner to install a new audiohook app.
   

5. Enter “audio” in the search box.
   

6. Install Audiohook Monitor, and then go to the Configuration tab.
   

   1. For Channel, select “both” from the Value dropdown list.

   2. The Connection URI format should be similar to the following: \ wss://savg-webserver.kore.ai/audiosocket/genesys/?sipuri=xxx&token=xxx&botId=xxx&accountId=xxx&agentassist=true

      1. Get sipuri=sip: from the Agent AI > Flows & Channels > Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk page.
         

      2. Use the following references from Agent AI > Flows & Channels > Channels > Digital > Web/Mobile Client page to fetch Bot ID, Account ID, Client ID, and Client Secret (for token generation).
         

      3. Follow the steps of Using XO Platform APIs, Kore.ai Documentation, to generate the token (token= <token>.)

7. Add credentials in the Credentials tab.
   

   1. Refer to Step-6, and enter the Client ID and Client Secret credentials in the API Key and Client Secret fields respectively. These credentials are used to validate the audiostream signature by Kore.
   2. Click OK.

8. Click Save.

Add Omni-Channel to the Utility bar

1. Click the Gear icon, and enter “App Manager” in the search box.
2. Click APP Manager from the suggestions list.
3. Search for the Service Console or lightning app(reference Documentation) you created, and click the dropdown list against it.

4. Click the Edit button.
   

5. Click Utility Items (Desktop Only) > Add Utility Item.

6. Search for Omni-Channel and Genesys Cloud CX Utility.
   

7. Rename the label, if required, and then click Save.

Post-installation Validation

1. Click the App Launcher icon, and type Service Console **/ Lightning app** created by you in the search bar.
2. Select Service Console from the suggestions list.
3. At the bottom of the page, in the Utility Bar, you can find Omni-Channel. Click it, change the status to Available for Voice.

4. A pop-up window to sign in into the Genesys account appears. Sign in to Genesys.
   

5. When a user calls an agent, a voice call record page pops up automatically. The agent receives the call by clicking the tick mark button, as highlighted in the following screenshot:
   

6. Once the agent accepts the call, the following screen (a voice call record page) appears, with the Kore Agent AI widget displayed on the right side.
   

7. The conversation between the agent and the user appears as transcripts in Agent AI. If any of the user’s words match with the words in the library, automations are displayed in the Agent AI widget. Based on user response, Agent AI displays the next automations.
   

8. Once the conversation ends, disconnect the call by clicking the End Call button, and in the wrap-up select the default wrap-up code, and Submit.
   

9. A pop-up window shows the conversation summary. To save it in Salesforce, click the Submit button.