XO10 → XO11 Upgrade Process

Knowledge Articles
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This article provides guidance for customers planning to upgrade from Kore XO10 to XO11 while ensuring minimal disruption to existing bots and experience flows.

1. Overview

When upgrading to XO11, it is important to:

  • Maintain existing XO10 bots and experience flows for a transitional period.
  • Ensure compatibility with the new platform features and changes.
  • Plan for testing and validation in a safe environment before production rollout.

The XO11 platform introduces new paradigms such as DialogGPT and improvements in bot experience, so careful planning is recommended.

2. Recommended Upgrade Approach

Option 1: Using the Existing Workspace

  1. Copy Existing Bot:

    • Make a copy of the XO10 bot within the current workspace.
    • Rename the bot to avoid conflicts.

  2. Upgrade the Bot:

    • Use the Upgrade button within XO10 to initiate the XO11 upgrade.
    • Test the upgraded bot thoroughly to ensure all flows, intents, and SmartAssist experiences work as expected.

Note: If the upgrade button fails, open a support ticket with Kore Support.

Option 2: Using a Separate Workspace (Optional)

Some teams consider creating a new XO10 workspace before upgrading:

  1. Export XO10 Bot: Export the existing bot from XO10.
  2. Import to New Workspace: Import the bot into a new XO10 workspace.
  3. Upgrade: Perform the upgrade in the new workspace.

While this approach is valid, it is generally not required as copying and upgrading within the same workspace is sufficient.

3. Considerations for SmartAssist and Experience Flows

  • SmartAssist flows: You can migrate SmartAssist flows from XO10 to XO11. Specific migration steps are detailed in Kore’s documentation:
    CCAI Migration from XO10 to XO11

  • Traits:

    • XO11 does not support traits in the DialogGPT paradigm, but in general, traits are supported similarly to XO10.
    • Review your XO10 bot for traits. If your bot relies on traits that are incompatible with XO11, consider replacing them with intents or alternative logic.

4. Resources and Documentation

5. Key Recommendations

  • Testing: Always validate the upgraded bot in a sandbox environment before moving to production.
  • Customer Communication: Set expectations with the customer regarding upgrade timelines, potential feature gaps, and the need for minor adjustments.
  • Support: Engage Kore Support for any upgrade issues, particularly if the automated upgrade button fails.

This approach ensures a smooth transition from XO10 to XO11 while minimizing disruption to production bots and experience flows.