Benefits of XO v11

XO v11 represents a significant evolution in the Kore.ai platform, offering transformative benefits that address the limitations of fragmented conversational experiences while introducing cutting-edge AI capabilities. This major upgrade delivers a unified, intelligent, and collaborative platform that fundamentally enhances how organizations build, manage, and deploy conversational AI solutions.

Unified Conversation Session

Earlier, integration with individual Kore.ai products like Bots Platform, SmartAssist, Search Assist, and Agent Assist relied on APIs or Webhooks. This resulted in disjointed conversations without a central session to track complete interactions.

With XO11, conversations are now unified across modules, enabling seamless tracking of an end-to-end customer interaction within a single session. This streamlined approach enhances analytics, simplifies cross-module data retrieval, and improves workflow efficiency.

Improved Dialog Builder Experience

The new Dialog Builder v3 offers an intuitive, collaborative environment with features like infinite canvas, multi-user parallel collaboration, visual flow design, and no-code templates. This significantly reduces development time while improving the quality and maintainability of conversational flows.

Key Capabilities

• Free Flow Designing: Ability to easily design the flow without worrying too much about the logic at the beginning. Similar to flow designing tools like Lucid Charts, Miro boards, etc.
• Ease of using transitions: Ability to easily connect nodes without fully defining the transition rule. Transition rules can start with a simple description and can be enforced at later stages while testing/publishing.
• Infinite Canvas: Infinite canvas allows designers to logically arrange the flow (based on purpose, objective, etc.) as needed, making it easy to review and audit the flows.
• Commenting: Ability to have comment threads to ask questions and exchange ideas
• Spacious Nodes: Ability to read and write the key information like name, type, prompts/messages, and the transition conditions.
• Annotation Tools / White Boarding: Designers will like to add annotations that explain the flow, thought process, ideas, etc, alongside the flow. This helps them in ideation and brainstorming.
• Co-Designing: Allowing multiple users to collaborate in parallel to design a flow. This is essential when multiple conversation designers, conversation designers, and bot developers must co-build.
• Sharing: Ability to share the designs with the external audience to collect feedback or get approvals
• New Node Panel: Simplified Nodes panel with four broad categories (Inform, Ask, Action, AI).
• No Code Templates: Configure templates in the UI without any code.
• Node Sequences: Better organization of flows by grouping nodes into a sequence.

Advanced AI Capabilities

DialogGPT and enhanced RAG (Retrieval-Augmented Generation) capabilities enable zero-training intent detection, contextual understanding, and intelligent conversation management. The new Agent Node with tool calling brings sophisticated LLM-powered interactions that can dynamically handle complex tasks and integrate with external systems.

DialogGPT

DialogGPT introduces a new paradigm shift in Intent Detection and Conversation Management. It addresses these challenges by leveraging advanced techniques like embedding-based retrieval combined with Generative AI models and improving intent detection and conversation handling with zero training.

Key Capabilities:

• Contextual Intent detection without the need for training utterances
• Identification and Fulfillment of Ambiguous Intents and Multi-intents.
• Management of common conversation intents such as pausing, repeating information, restarting conversations, and transferring to human agents.
• Identifying the granular intents based on the knowledge graph. DialogGPT uses an LLM to orchestrate the conversation, ask clarifying questions, and determine the granular intent.
• Out-of-the-box event handlers to fulfill the user’s request.
• Identifying the child bot intents from Universal Bot without the need for Bot Scoping Training; applicable for Universal Bots.

With DialogGPT, businesses can overcome the limitations of traditional models, ensuring their virtual assistants provide a more accurate, responsive, and efficient user experience, all while simplifying the development process.

Seamless Integration Search Module - RAG Capabilities

Powered by large language models (LLMs), Search AI provides accurate, context-aware answers, significantly improving the user experience. Integrate a variety of data sources—such as web crawlers, structured data, documents, catalogues, and knowledge repositories—to create a comprehensive answer index. Customize and enrich content to meet specific business needs and boost user engagement.

Key Capabilities

• Get the Answer to any question from the knowledge base.
• Connect to 50+ external connectors to auto-sync the latest knowledge base.
• Customize the chunking strategy.
• Manage the RAG pipeline.
• Test the answers using the debug window.

Agent Node with Tool Calling

The Agent Node lets you leverage LLMs and generative AI with Tool calling to create sophisticated and versatile bots capable of handling complex tasks and providing dynamic, data-driven interactions. With its streamlined entity collection, contextual intelligence, multilingual support, and integration with external systems, the node empowers platform users to deliver exceptional human-like conversational experiences to their employees and customers.

Key Capabilities

• Entity Collection: The Agent Node simplifies the process of gathering entities within a conversation, reducing the need for multiple entity nodes. This streamlined approach enhances the user experience by making bot interactions more natural and user-friendly.
• System Context, Business Rules, and Exit Scenarios: The Agent Node incorporates system context, business rules, and predefined exit scenarios to ensure accurate and relevant responses. This contextual intelligence helps guide the conversation, handle various user inputs effectively, and maintain alignment with enterprise business rules.
• Multilingual Support: The Agent Node supports both English and non-English bot languages, enabling platform users to create virtual assistants that cater to a diverse user base and facilitate multilingual interactions.
• Configuration Flexibility: The Agent Node can be configured like any other node in the XO Platform, providing flexibility in its integration within dialog tasks. This allows platform users to seamlessly incorporate the Agent Node into their existing conversational flows.
• Interaction with External Systems: The introduction of tool calling expands the Agent Node's capabilities beyond text generation. It enables interaction with external systems and databases, facilitating real-time data retrieval, calculations, and system-specific operations. This integration allows for more dynamic and data-driven conversational experiences.
• Dynamic Prompt Enhancement: The Agent Node's prompt is enhanced to include tool definitions and contextual information. The language model can dynamically decide whether to generate text or call a tool based on user input and ongoing conversation. The dynamic prompt adaptation ensures that the virtual assistant provides the most appropriate response or action at each step of the interaction.

Operational Efficiency

With features like Experience Flows for channel-specific welcome experiences, conditional FAQ answers, and an enhanced Marketplace with ready-to-use templates, XO v11 accelerates time-to-value while reducing the complexity of managing conversational AI applications. See the Feature Comparison table below for more information.

Feature Comparison

The following section provides a summary of key differences between v10 and v11 versions of the XO Platform.

Feature	XO v10	XO v11
Channels	Digital Channels XO10 supports 30+ Enterprise and Social channels. 3rd Party IVR Integration Supports integration with 3rd party IVR/CCaaS applications via VXML-based integration. Kore.ai Voice Gateway Integration with Kore.ai’s Voice Gateway will require the user to integrate a bot with an instance of SmartAssist to configure the SIP Transfer. There is a limitation of enabling only one instance of Voice Gateway per account.	XO11 includes everything supported in XO10. In addition, it provides a seamless, integrated flow to enable Kore.ai Voice Gateway. Multiple instances of Voice Gateway can be enabled by creating different XO11 apps.
Welcome and On-Connect Events replaced with Flows	OnConnect Event: XO10 supports OnConnect Event, which can be configured to either trigger a message, a Dialog Task, or run a script when the event is triggered. Welcome Events: XO10 also supports Welcome Event Facebook Welcome Event Telegram Welcome Event Telephony Welcome Event and they are configurable to trigger a Dialog Task or send a message when the user connects with the Bot.	XO11 has Experience Flows that help define a great user experience when someone connects to the App from a channel. Users can go to Flow Builder and build an experience to welcome a user when they come through a specific Channel. Every Channel is mapped to one Welcome Flow, and the Flow will be triggered to meet and greet the user. The platform provides OOTB Welcome Flows when they upgrade to the XO11 version from XO10 (users can choose to continue with existing XO10 Events or choose to switch to Welcome Flows).
Intelligent User Utterance Handling	In XO10, each utterance will be routed to the NLP, which will determine whether to initiate a Dialog Task, respond with an FAQ, or handle Small Talk.	Configurable Fallback Option: XO11 offers a configurable utterance routing, which helps customers configure the App to use Generative Answering capability and fallback to Automation, or prefer Automation capabilities and fallback to Generative Answers.
Dialog Creation Options	XO10 has predefined basic dialog templates (for every Integration that the user enables), which can be installed as a Dialog Task. The other option is to start generating a Dialog Task by using the Automatic Dialog generation option within the Dialog Builder canvas.	XO11 has all of these XO10 features with a better UX and offers dialog creation from scratch with the following additional options: Marketplace use cases and action Templates The user can configure whether the dialog is customer-facing or agent-facing.
FAQs	XO10 supports simple FAQ questions and answers.	XO11 supports Conditional FAQ Answers based on the Context. This provides more personalized FAQ answering.
Dialog Builder	XO10 hosts v2 Dialog Builder	XO11 has a new and improved Dialog Builder v3. The additional features of the Dialog builder: Grouping/Sequencing of Nodes Multi-user Parallel Collaboration User Comments on the Canvas View and configure the OOTB Templates in the property panel Infinite Canvas Improved Search Bookmarking feature
Agent Transfer	XO10 has prebuilt third-party Agent Transfers options that users can configure to route conversations to third-party Agent Desktops.	Self-Transfer to CCAI In addition to third-party agent transfers, XO11 offers self-transfer to Kore.ai's Contact Center AI product to transfer to an agent using the same app. Enhanced Agent Transfer Node The Agent Transfer Node has additional properties: Agent Skills and Agent Groups. These properties will help routing to the correct agent during Agent Transfer if the Customer uses the Kore Contact Center AI product.
Answer from Documents	XO10 has basic features for answering from user-uploaded PDF and Word documents and giving a generative answer.	In XO11, users can seamlessly upload various files, provide a web URL to Crawl, or connect to a cloud source for the engine to crawl and answer user queries using the XO GPT model. The advanced capabilities include defining a strategy for chunking, business rules, etc.
Display Language	XO10 supports English, Japanese, and Korean	XO11 supports only English as of now. We are working on supporting Japanese, Korean, Simplified Chinese, French, and Spanish.
Marketplace	In XO10, Marketplace offers predefined Bot/process Apps with OOTB dialogs. This is available on the homepage of XO10.	In XO11, the enhanced Marketplace that is present inside the App hosts Use Case Templates that you can install inside your App as a Dialog Task Configure Integrations and install Basic Actions or Use Cases of that specific integration Predefined Dialog Templates (actions) Roadmap includes Templates for Flows, Campaigns, Agent Dialog Templates, etc.
Create New Bot	In XO10, users can only create an Automation Bot. This is done in two steps: Bot name and The user can generate use cases during bot creation that are created as blank dialog tasks inside the bot	XO11 offers App creation with any of the 4 modules: Automation AI, Contact Center AI, Search AI, and Agent AI. App creation is a guided journey. In the end, the user can have live testing of the app. Users should start creating an App with any one Product and later can enable/add other products. For example, users can begin with Automation AI and build the app, and later, they can enable CCAI in the same app.
Talk to Bot	XO10’s Talk-to-Bot is only for Chat Testing and debugging.	XO11 has both Voice and Chat testing using Talk-to-Bot.
Guided Onboarding	Simple Onboarding is offered as part of XO10	XO11 has Automation AI onboarding that helps users create an end-user-facing, publishable App using Onboarding.
Setup Guide		XO11 hosts a Setup Guide where all the important features are listed in a logical order that helps users in kick-starting their learning journey easily.
GenAI and LLM	XO10 supports various GenAI features Integrate with Commercial and Custom LLM, including Kore.ai’s XO GPT Prompt Library with System and Custom Prompts Copilot features Dynamic Conversation features Guardrails	XO11 has all of XO10, and in addition to Automation AI GenAI features, XO11 Apps have GenAI features for the other three products (Search AI, Agent AI, Contact Center AI).
User Role Management -> Creation of User role	In XO10, this can be managed in the Admin Console only	The user role management is available on the homepage. App Owners can create User roles inside the App. These roles are reflected across the workspace and in other apps as well.
User Roles	XO10 has the following system roles created by default with Role Type as BOT: Bot Owner Bot Developer Bot Tester	XO11 has additional roles created by default with Role Type as APP: App Owner App Developer App Tester Agent Supervisor
Bot Name change	XO10 bot, once published, users cannot change the name.	In XO11, users can change the app's name at any time.
Deletion of Bot/App	Once the XO10 bot is published, users can only delete it by suspending the tasks in the Admin Console.	In XO11, users can delete the App from the builder (only by the App Owner). This App will be available for 30 days to revert to the normal state.
Public APIs	All the public APIs available in XO10 have a limited scope within the workspace and only within the bot.	All the Public APIs for XO11 have scopes limited to workspace, Automation AI (Bot APIs), Contact Center AI (smartAssist APIs), Search AI (Search Assist APIs), Agent AI (Agent Assist APIs).