Resolving <search-API-answer> Error in NICE Agent Assist with Kore Bot Integration

Title: Resolving Error in NICE Agent Assist with Kore Bot Integration

Issue: Users encounter a error in the NICE Agent Assist panel when initiating a chat or phone call with the Ascent Agent AI bot.

Error:

Cause: The issue appears to be related to misconfigurations in the integration settings for the search API and the Agent Assist panel within the NICE application.

Symptoms:

  • The Agent Assist loads in the MAX panel.
  • When questions are asked, the Assist Home panel displays the error.
  • The issue occurs for both chat and voice interactions.

Solution:

  1. Verify the configurations related to the Agent Assist panel in the MAX application to ensure they are set up correctly.
  2. Check the integration settings for the search API to identify any misconfigurations or errors that may be causing the issue.
  3. Review any logs or error messages in the system to pinpoint the exact cause of the error during chat or phone call initiation.
  4. Ensure that the bot is published after enabling the necessary configurations for the search functionality and summarization features.
  5. The search feature flag has to be enabled and the bot has to be published.
  6. The summarization functionality should also be active for voice.

Troubleshooting Steps:

  1. Confirm whether the identical response appears when using the search assist functionality.
  2. Capture and provide the HAR file while reproducing the issue.
  3. Verify the behavior in the talk-to-bot interface and report whether the same message renders correctly or if any error messages are displayed.
  4. Check the bot configuration, including Search AI setup and Knowledge Graph or Doc Assist settings.
  5. If the issue persists, reach out to the technical support team for further assistance, providing detailed logs and timestamps of the interactions where the error occurred.