AI Agents Overview - Kore.ai Docs

Agents are the autonomous workers that power your agentic apps.

An agent is a specialized AI entity with:

A defined scope of responsibilities
Instructions that guide behavior
Access to tools for taking actions
Connected knowledge for context

The orchestrator routes user requests to the most appropriate agent based on their descriptions and capabilities.

Quick Example

# Agent Definition
name: Support Agent
description: Handles customer support inquiries for order and product issues

model: gpt-4o
context_window: 50

scope: |
  - Order status inquiries
  - Product information
  - Return and refund requests
  - General support questions

instructions: |
  You are a helpful customer support agent.

  Guidelines:
  - Be concise and friendly
  - Always verify order numbers before providing details
  - Offer alternatives when items are unavailable
  - Escalate billing disputes to the billing team

tools:
  - get_order_status
  - search_products
  - initiate_return

knowledge:
  - product_catalog
  - support_faqs

Agent Lifecycle

Step	Description
1. Create	Define the agent’s identity, scope, and purpose.
2. Configure	Add instructions, connect tools, and link knowledge sources.
3. Test	Validate behavior with test conversations and edge cases.
4. Validate	Run diagnostics to ensure all dependencies are properly configured.
5. Deploy	Publish the agent as part of your agentic app.
6. Monitor	Track performance, review conversations, and iterate.

Example: Agent Types by Use Case

Customer Service Agents

Handle inquiries, process requests, and resolve issues.

scope: Order tracking, returns, product questions
tools: CRM lookup, order management, ticketing
knowledge: FAQs, product docs, policies

Sales Agents

Qualify leads, answer questions, and guide purchases.

scope: Product recommendations, pricing, checkout assistance
tools: Product search, cart management, payment processing
knowledge: Product catalog, pricing, promotions

HR/Employee Agents

Support internal employees with HR and IT tasks.

scope: Leave requests, benefits, IT support
tools: HR systems, ticket creation, knowledge search
knowledge: HR policies, IT guides, company wiki

Process Agents

Execute business workflows and automate tasks.

scope: Document processing, approvals, data entry
tools: Document extraction, workflow triggers, database updates
knowledge: Process documentation, compliance rules

Key Concepts

Agent Selection

The orchestrator selects agents based on:

Description matching: How well the agent’s description matches user intent.
Scope alignment: Whether the task falls within the agent’s defined scope.
Tool availability: Whether the agent has tools needed for the task.

Write clear, specific descriptions to improve selection accuracy.

Agent Handoffs

Agents can transfer control to other agents when:

The task falls outside their scope.
A specialized agent is better suited.
The user explicitly requests a different capability.

Handoffs preserve conversation context so users don’t need to repeat information.

Stateless Execution

Each agent interaction is stateless by default. Agents receive:

The conversation history (within context window).
Session information.
User profile data (if configured).
Tool and knowledge access.

They do not retain memory between conversations unless explicitly designed to do so using memory stores.

​Quick Example

​Agent Lifecycle

​Example: Agent Types by Use Case

​Customer Service Agents

​Sales Agents

​HR/Employee Agents

​Process Agents

​Key Concepts

​Agent Selection

​Agent Handoffs

​Stateless Execution