Kore AI Release Notes
Last updated: Apr 16, 2026
Kore AI Products
All Kore AI Release Notes (17)
- Apr 11, 2026
- Date parsed from source:Apr 11, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Service Agent AI by Kore AI
v11.23.1
Service Agent AI adds a Conversation History API for Agentic Copilot plus enhancements and bug fixes.
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
API Enhancement
Conversation History API for Agentic Copilot
The new API retrieves the Customer messages and corresponding AI suggestions provided by Agentic Application within a particular conversation session.
Original source Report a problem - Apr 11, 2026
- Date parsed from source:Apr 11, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Contact Center AI by Kore AI
v11.23.1
Contact Center AI adds queue settings and reporting enhancements, including ACW duration configuration up to 90 minutes and a new Disposition Notes column in the Interaction Details Report CSV, alongside bug fixes and improved validation.
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
Configuration
Queue Settings: Extended ACW Duration
Queue settings now support configuring After Call Work (ACW) duration up to 90 minutes. Inputs are validated to ensure values fall within 10 seconds to 90 minutes, with errors displayed for invalid entries. This extends configuration flexibility without impacting existing queue behavior or live interactions.
Analytics
Interaction Details Report: Disposition Notes
A new Disposition Notes column has been added to the Interaction Details Report CSV output. It captures agent-modified notes with full support for multi-line content, special characters, and Unicode, without impacting the existing report structure.
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- Apr 10, 2026
- Date parsed from source:Apr 10, 2026
- First seen by Releasebot:Apr 16, 2026
v1.8.1
Agent Platform expands multi-agent orchestration with broader A2A protocol support, more real-time V2V models, and richer Playground testing. It also adds configurable transcription, expanded model support, unified data anonymization controls, and native mTLS for OAuth client credentials.
Multi-Agent Orchestration
Expanded A2A Protocol Support
The Agent Platform now supports JSON-RPC transport binding for A2A v1.0, in addition to the existing HTTP-JSON support. Full support for A2A v0.3 is also introduced, covering both HTTP-JSON and JSON-RPC transport bindings, ensuring broader compatibility and flexibility across integrations.
Learn more →
Expanded Real-time V2V Model Support for Adaptive Network
The Agent Platform now supports additional real-time models for Voice-to-Voice (V2V) interactions within the Adaptive Network Pattern framework, extending beyond existing OpenAI support to include:
- Azure OpenAI
- Grok
- Ultravox
Note: Gemini models aren’t supported in Adaptive Network.
Learn more →
Playground Enhancements
The enhanced Playground significantly improves the testing and validation experience for developers:
Inline Artifacts Support:
Playground now supports inline rendering of artifacts, allowing developers to preview outputs without full deployment. When enabled, artifacts appear within the conversation flow, improving visibility and simplifying the validation of structured data. AI for Service-supported templates are rendered using native UI components, while non-supported artifacts are displayed as raw JSON.
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Configurable Session Metadata:
Playground now supports session-level customization, allowing users to configure metadata and key runtime settings directly within the testing interface. Developers can provide metadata to simulate a real runtime context and configure settings such as artifacts display, streaming, thought streaming, and document upload—eliminating context switching and enabling more efficient testing. This feature is currently in preview and can be enabled upon request.
Configurable Transcription for Realtime Sessions
The Platform now supports configuring transcription language and prompts for real-time voice-to-voice sessions, improving the accuracy and efficiency of speech-to-text processing. These settings, applied at the app level, allow developers to specify the input language and provide domain-specific context, enabling more accurate transcriptions and better recognition of specialized vocabulary. By default, the ASR model operates in autodetect language mode.
Learn more →
AI Engineering Tools
Expanded Model Support
The Platform now supports additional AI models, including:
- OpenAI : gpt-5.4, gpt-5.4-nano, gpt-5.4-mini, gpt-realtime-1.5.
- Azure OpenAI : GPT-5.3-Chat, GPT-5.4, GPT-5.4-Nano, GPT-5.4-Mini, GPT-Realtime-1.5.
Learn more →
AI Safety, Security, and Governance
Data Anonymization: Module-Level Control for Anonymization and Deanonymization
The Platform introduces a new unified guardrail framework that consolidates PII Guardrails and Anonymization / Deanonymization into a single configuration interface. Entities are defined once per entity, using either regex-based PII detection or ML-based anonymization, with both layers executing in a unified processing sequence across all platform stages.
Access controls are now configurable at the module level, specifying whether users, code tools, workflow tools, MCP tools, events, pre-processors, and proxy agents receive original or redacted values at each processing stage.
Learn more →
Native mTLS Support for OAuth 2.0 Client Credential Auth Profiles
OAuth 2.0 Client Credential auth profiles now support mutual TLS (mTLS) natively, enabling secure connections to systems that require mTLS without external tools or custom workarounds. The platform can present a client certificate for both token requests and API calls, ensuring compatibility with enterprise systems that enforce mTLS.
Original source Report a problem - Mar 29, 2026
- Date parsed from source:Mar 29, 2026
- First seen by Releasebot:Apr 16, 2026
v1.8.0
Agent Platform adds voice-to-voice support, full app export and import with validation and rollback, configurable pre-processor execution, response processors for channel-based output, and expanded model support.
This update includes new features and enhancements summarized below.
Multi-Agent Orchestration
Voice-to-Voice Support for Adaptive Network
Voice-to-voice models are now supported in the Adaptive Network, enabling seamless processing of spoken input and generation of spoken responses. This enhances conversational experiences by enabling more natural, real-time voice interactions.
Complete App Export and Import
Agent Platform now supports full application export, packaging all components, including workflow tools, into a single file for seamless migration across environments.
The import process includes upfront validation before execution and automatic rollback on failure, ensuring imports either complete fully or not at all. This eliminates the risk of partial or inconsistent application states after a failed import.
Learn more →
Pre-Processor Execution Control
Users can configure execution control for pre-processors, choosing whether they run once per session or on every agent invocation. This reduces latency and avoids redundant processing. Existing configurations default to Always Run, ensuring backward compatibility.
Learn more →
Response Processors for Output Transformation
Agent Platform introduces the Response Processor, a new capability that gives full control over how responses are shaped and delivered across channels. This feature enables channel-based, structured responses via templates, allowing you to define the exact response format for each channel. Admins can modify the existing artifacts key to reshape the output on the fly, or update it entirely with a customized structured response tailored to the target channel. Developers can further apply custom formatting, enrichment, and business logic via code, with full access to the response context, including inputs, outputs, and artifacts, all without changing the underlying logic.
Learn more →
AI Safety, Security, and Governance
Expanded Model Support
The Platform now supports additional AI models, including:
- OpenAI: gpt-5.3-chat-latest
- Anthropic: claude-sonnet-4-6
- Grok Realtime (Available via custom integration)
Learn more →
Original source Report a problem - Mar 28, 2026
- Date parsed from source:Mar 28, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Service Agent AI by Kore AI
v11.23.0
Service Agent AI adds UI, integration, and SDK enhancements with bug fixes, including Pass Metadata for Search AI, Spanish app language support, Salesforce Email Channel custom fields, Five9 Voice capabilities, and a new headless SDK for browser and Node.js integrations.
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
UI Enhancements
Pass Metadata Support in Search AI Configuration
In the newly available Pass Metadata configuration section, you can select Landing Summary, Agent-Customer Chat History, and User Context to pass as metadata. This improves response relevance, personalization, and accuracy without requiring manual query rephrasing.
Spanish Support for the Agent AI UXO App Language
Support for Spanish as an App Language is now available via profile menu > app language.
Integration Enhancements
Custom Field Support for Salesforce Email Channel
Agent AI integration with the Salesforce Email Channel now supports custom field objects. Salesforce admins can configure custom data in the Agent AI Configuration page by mapping payload keys to Case field API names using a .json file. The system resolves these fields at runtime and sends case data to the Agent AI widget.
Agent AI integration with Five9 Voice
Agent AI integration with Five9 Voice supports Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, Transcription, end-of-call summary, and Custom Data. It also supports Secure Custom Data transfer, such as agent name and ID, to the Agent AI widget.
SDK Enhancement
Headless SDK for Cross-Platform Integration
The new headless SDK for browser and Node.js environments, with support for standard loading methods, enables message handling, internal transfers, summary generation, and conversation closure through a unified API. It removes UI dependencies and simplifies integrations.
Original source Report a problem - Mar 28, 2026
- Date parsed from source:Mar 28, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Contact Center AI by Kore AI
v11.23.0
Contact Center AI adds routing, analytics, recordings, campaigns, and API improvements, including post-transfer wait controls, per-channel last agent routing, clearer call status tracking, recording duration markers, new campaign dashboards, payload input, disposition support, and queue reprioritization.
Configuration
Separate Wait Time Controls for Post-Transfer Conversations
Conversations now use separate queue wait time controls before and after agent transfer. On the first entry, the initial wait time applies. After a transfer, a dedicated post-transfer timer activates and resets with each subsequent transfer.
Parent and Child Grouping of Permissions
Two new permissions, in the Monitor Tab, are Profile and Mark Offline. These improve role-based access control and will be enabled by default for all roles except Agent and Custom.
Channel-Based Last Agent (Affinity) Routing
Last Agent Routing is now available per channel (Voice, Chat, and Email), routing interactions to the last handling agent when available. An optional wait duration holds the interaction before falling back to standard routing; if no wait duration is set, fallback occurs immediately.
Analytics
Correct Call Status for Agent Interactions with CSAT
The system now records accurate call-termination status during agent-customer interactions, including CSAT. Calls are marked as User Hangup or Agent Hangup, preventing incorrect classification as Bot Hangup.
Show Duration Markers in Recordings
A new account-level setting lets you display either timestamps or elapsed call duration for transcript segments. When duration is selected, each segment shows time relative to the call start instead of the date and time. Timestamps remain the default, and the setting applies to all recordings on reload.
Usability Enhancement to View and Navigate Recordings
The Insights to Logs panel now includes a compact recording overview widget, an expandable full-screen view, and a zoom control, which together improve recording visibility and navigation.
Campaigns
Add Payload Input for API-Integrated Contact List
POST-based API-integrated contact lists now support request payload input. The payload field accepts .json file, raw text, or URL-encoded data, with existing validation rules applied. This enables flexible data exchange with external systems without affecting current API configurations.
Agentless Dialers: Disposition Support
Agentless voice campaigns now support predefined disposition codes for tracking and analytics. The system attaches the selected disposition to the session as a tag and displays it in campaign outcomes and interactions.
New Dashboard for Proactive Web Campaigns
A dedicated dashboard for proactive campaigns is now available, with filters for campaign executions and date ranges. Key metrics include impressions, clicks, visitors (unique, anonymous, and logged-in), conversations, and dismissal rate. Visualizations cover time trends, reasons for suppression, conversation split (agent vs. bot), and disposition distribution.
API
Time-Based Queue Reprioritization
A new public API lets you dynamically update queue priorities, enabling time-based automation via external schedulers. Updates apply immediately, override UI-configured priorities, and influence routing without reassigning active conversations.
Original source Report a problem - Mar 14, 2026
- Date parsed from source:Mar 14, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Service Agent AI by Kore AI
v11.22.1
Service Agent AI adds Salesforce workspace and email-to-case improvements, including in-session KB article access, automatic conversation summaries after Einstein Bot handoff, refreshed email thread summaries, and easier expand and collapse controls for customer messages and Agentic NBA suggestions.
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
Integration Enhancements
Open Knowledge Base Articles Within the Salesforce Workspace
The Agent AI widget in Salesforce now allows agents to access knowledge base (KB) articles directly from the Search tab within a workspace subtab of the current browser session. This keeps agents in the active session, preventing reauthentication prompts or interruptions to the customer interaction.
Automatic Conversation Summary After Einstein Bot Handoff in Salesforce
The Agent AI widget in Salesforce now automatically generates a conversation summary when a customer interaction is handed off from Einstein Bot to a live agent. The summary is displayed in the Assist tab, giving agents quick context on the customer’s issue and actions already taken — without reviewing the full chat transcript. The summary is also stored in interaction metadata for downstream use.
Automatic Summary Updates for Email-to-Case in Salesforce
The Agent AI widget for the Email-to-Case channel in Salesforce now keeps the Assist tab summary up to date with the latest email conversation. When the widget loads, it displays a summary of the existing email thread. As new emails arrive or agents generate or submit a summary, the Assist tab updates to reflect the latest context.
UI Enhancements
Expand and Collapse Controls for Customer Messages and Agentic NBA Suggestions
In the Agent AI widget’s Assist tab, customer messages and Agentic Next Best Action (NBA) suggestions now include expand and collapse buttons that appear on hover. By default, the messages and the previous suggestions (sent or unsent) are collapsed, while the latest suggestion appears expanded. This prevents messages from automatically collapsing while agents copy suggestion content.
Original source Report a problem - Mar 14, 2026
- Date parsed from source:Mar 14, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Contact Center AI by Kore AI
v11.22.1
Contact Center AI releases queue routing, translation, email, and analytics improvements with bug fixes. It adds QueueArray tracking in InQueuesFlow, support for laratranslate.com, automatic email acknowledgments, and a center-wide wallboard for abandonment and queue metrics.
Configuration
Expose Queue Array in InQueuesFlow
The system now exposes a QueuesArray in the InQueuesFlow context to track queue traversal during conversation transfers. The array maintains chronological order and identifies the current target queue. Flows can use this to dynamically override skills based on the destination queue, enabling flexible, intent-based routing.
Custom Translation Update for Lara
The custom translation engine now supports the laratranslate.com domain to maintain compatibility with the updated Lara translation service. The system also normalizes the multi-utterance separator by converting
<>
to<>
, ensuring translations are correctly parsed and mapped without affecting existing configurations.
Queue-Level Automatic Email Acknowledgments
Queues now support automatic email acknowledgments, configurable under Optional Settings for the Email channel. When enabled, the system sends confirmation emails after receiving a customer message, based on a configurable interval. Acknowledgments are triggered only when a new message arrives, and the interval has elapsed, preventing duplicates. The message editor supports rich text and HTML customization.
Analytics
Center-Wide Wallboard-Abandons
A new Center-Wide Wallboard-Abandons displays conversation-abandonment and queue-activity metrics across all queues. It opens in a new tab, uses a fixed layout, and refreshes every 30 seconds. The wallboard shows center-level and queue-level metrics-including Waiting, With Agent, Abandoned, Timed Out, ACR, Agents, Offered, Answered, Load, and Longest Wait-based on the selected filters.
Original source Report a problem - Mar 8, 2026
- Date parsed from source:Mar 8, 2026
- First seen by Releasebot:Apr 16, 2026
v1.7.0
Agent Platform adds AI-assisted app creation, A2A protocol support, MCP and namespace enhancements, selective tool responses, flexible event controls, agent activation control, tool versioning, expanded model support, Microsoft Foundry integration, and stronger SSO and MFA management.
Multi-Agent Orchestration
Enhanced App Creation Journey
A new AI-assisted App Creation wizard walks users through building an application in a few simple steps. Users can build from scratch, import from the Marketplace, or provide a few instructions and let AI generate the complete app definition for review. This reduces time-to-value and makes onboarding easier for new users.
A2A Protocol Support
Agent Platform now supports the A2A (Agent-to-Agent) Protocol, enabling agentic apps to connect with external A2A-compliant agents without custom adapters. Developers can connect external agents using an A2A server URL. The platform automatically retrieves their details and handles communication translation. External agents can be included in workflows and managed by supervisors just like native agents.
Learn more →
MCP Enhancements
MCP integration now adds another layer of security in this update:
Refresh of MCP Server Configuration: Users can refresh the MCP Server configurations to fetch the latest tool definitions, applying silent updates when no changes are detected and flagging impact when tools are affected.
Editable MCP Server Name and URL: The MCP server name and URL can be updated after configuration, eliminating the need to recreate the server when endpoints change.
Consistent Tool Naming: MCP tools now keep their original server-defined names in Agent Platform without prefixing with the MCP Server Name. A prefix is added when duplicate tool names are identified across all the tools, including MCP Servers.
Enum Parameter Support: Agentic apps now support enums as parameters for MCP tools.
Learn more →
Namespace Enhancements
A default namespace is now automatically associated with every variable. Variables remain part of the default namespace context even when custom namespaces are used, ensuring consistent access and simpler scope management.
Learn more →
Selective Tool Response Configuration
Developers can now extract specific values from tool responses using simple path notation, while still retaining the option to send the complete tool response. This provides greater control over outputs while maintaining backward compatibility.
Learn more →
Event Configuration Enhancements
Developers now have greater control over system event messages during agent interactions. Event messages for ‘End of Conversation’ and ‘Agent Handoff’ are now optional, and AI-generated message prompts can be edited directly in the UI. Content, memory, and environment variables are now supported in both custom messages and AI prompts, resolved dynamically at runtime for greater flexibility and personalization.
Learn more →
Agent Activation Control
Agents can now be temporarily disabled without deleting them. Disabled agents are excluded from runtime orchestration but remain fully editable, with their configuration preserved across versions and environments.
Learn more →
No-Code & Pro-Code Tools
Enhanced Workflow Tools Versioning
Tool versions are now automatically created and deployed as part of the app versioning process. Previously, all app versions used the same version of the workflow tool. If a tool was updated, every app using that tool received the update—whether it was intended or not. Now, each app version keeps its own tool version, created automatically when users create an app version.
Key updates:
Automatic Version Snapshots: When users create an app version, the workflow tools used in that app are automatically versioned. This captures the complete tool configuration at that moment.
Run Multiple Versions: Users can run multiple versions of the same tool simultaneously. For example, v1.0 and v2.0 of a tool can run side by side in different app versions.
Keep Apps Independent: Different app versions automatically use their corresponding tool versions. A production app can remain on a stable version while a beta app uses the latest updates.
Learn more →
AI Engineering Tools
Expanded Model Support
The platform now supports additional AI models, giving users greater flexibility in choosing the right model for their use case. New models include:
Azure OpenAI : GPT-Realtime, GPT-Realtime-Mini, GPT-5.1, GPT-5.1-Chat, GPT-5.2, and GPT-5.2-Chat
OpenAI : gpt-image-1.5
Anthropic : claude-opus-4.6
Learn more →
Integration with Microsoft Foundry Model Catalog
The platform now supports direct integration with the Microsoft Foundry model catalog, enabling users to discover and use models deployed there. Model setup is simplified with a single Target URI and Service Principal–based authentication. Users can browse available projects, view deployed models, and add them as external models without manual API configuration. A new External Credentials section in Settings centralizes authentication details to streamline access and management.
Learn more →
Other Improvements
Centralized SSO and MFA Management Enhancements
Authentication settings now include a unified interface for configuring Single Sign-On (SSO) and Multi-Factor Authentication (MFA) at the organization level. Administrators can enable or disable SSO, select supported protocols and providers, and exclude specific users from SSO requirements to maintain fallback access.
MFA policies are now context-aware. When SSO is enabled, MFA applies only to excluded users, with SSO users managed by the identity provider. When SSO is disabled, MFA can be enforced organization-wide. Supported MFA methods include authenticator apps (TOTP), SMS, and email.
Learn more →
Favorite Workspaces for Quick Access
Users can mark up to three workspaces as favorites, pinning them to the top of the workspace list for quick access and easy switching.
Original source Report a problem - Feb 28, 2026
- Date parsed from source:Feb 28, 2026
- First seen by Releasebot:Apr 16, 2026
Kore Service Agent AI by Kore AI
v11.22.0
Service Agent AI releases widget, API, and integration enhancements that improve agent guidance, cold transfer summaries, exit event workflows, transcription, and search filtering. It also expands Raw Data API access, simplifies OAuth setup, and adds unified refresh for Salesforce cases.
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.
Widget Enhancements
Feedback for Agentic Copilot Next Best Action Suggestions
Agents can now give ‘Thumbs Up’ or ‘Thumbs Down’ feedback on Agentic Copilot Next Best Action (NBA) suggestions directly in the Agent AI widget. For negative feedback, agents can select from multiple configurable reasons and add optional comments. Admins can manage the available reasons in Feedback Settings. All feedback is logged and accessible through the Raw Data API to support performance analysis and continuous improvement.
Configurable Summary Sharing for Cold Transfers
Admins can now choose which conversation summary is shared during cold transfers — either only the latest transferring agent’s intermittent summary, or the full conversation, including bot and all participants.
Extended Session Closure for Exit Event Workflows
Agent AI now supports delaying session closure beyond the End of Conversation event, giving agents time to complete workflows configured in Agentic Platform Exit Events before the session closes.
Configurable Intermittent Summary Generation Limit
Admins can now configure how many intermittent summaries are generated per agent, up to a maximum of 20.
API Enhancements
Enhanced Raw Data API for Agent Coaching and Playbooks Data
The Raw Data API now includes additional Agent Coaching and Playbook data, such as playbook type (primary and dynamic), stage and step details, scenario completion status, configuration-based triggers, step execution order, and step adherence validation. It also captures triggered coaching events, actions, and details on action adherence. This enables customers to build custom metrics, create external dashboards, and audit Playbook analytics.
Conversation Termination API
Agent AI uses the Hooks API to notify the system when a conversation terminates, enabling reliable execution of configured post-conversation actions. Invoke this API once at the final termination of the call—whether it ends normally or unexpectedly—to ensure accurate event handling and prevent duplicate processing.
Integration Enhancements
Direct OAuth Configuration for Email-to-Case Summary Enrichment
Agent AI administrators can now configure external API access for Email-to-Case summary enrichment using direct OAuth credentials (Client ID and Client Secret), instead of Salesforce Named Credentials. This simplifies setup and removes Salesforce dependencies by enabling OAuth configuration directly within Agent AI.
Runtime Bot/App Context Metadata Support for Advanced Search Filtering
Agent AI now provides runtime access to the full Bot/App context object—including direct context variables, BotUserSession, and app context attributes—and supports passing these values to the Advanced Search API as metaFilters. This enables context-aware and more accurate search results.
Real-Time Transcription Support for NICE CXone Softphone in Salesforce
Agent AI now supports real-time call context initialization and voice transcription for agents using the NICE CXone softphone in Salesforce. When a call is accepted, the widget automatically initializes, retrieves the session identifier, and starts live transcription — enabling real-time assistance and accurate post-call summaries.
Unified Refresh for Email and Sprout Social Cases in Salesforce
Enhanced Agent AI “Refresh / Next Best Action” button functionality on Salesforce Case pages now supports both Email- and Sprout Social-originated cases with a single unified refresh action. This improvement ensures that agents receive accurate, context-aware recommendations within the Agent AI widget, regardless of the originating channel.
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