Upgrade XO10 to AI for Service (XO11)

AI for Service (XO v11) is a unified platform that brings together Automation AI, Contact Center AI, Search AI, and Agent AI into a single, integrated experience. Upgrading from XO v10 unlocks advanced capabilities including DialogGPT-powered intent handling, Agentic RAG for search, and a redesigned Dialog Builder—while preserving your existing bot configurations and data.

Use the resources below to understand what’s new, plan your upgrade, and follow the step-by-step migration journey for each product.

Upgrade Resources

Guide	Description
Benefits of AI for Service (XO v11)	Overview of what’s new in XO v11—key capabilities, architectural improvements, and a feature comparison with XO v10 across Automation AI, Search AI, Contact Center AI, and Agent AI.
Automation AI Migration from XO v10 to v11	Step-by-step upgrade journey for Standard Bots and Universal Bots, including prerequisites, best practices, and API endpoint changes.
Agent AI Migration from XO v10 to v11	Instructions to upgrade your Agent AI account to XO v11, covering the bot-to-app transition and handling upgrade failures.
Contact Center AI Migration from XO v10 to v11	Full migration guide for SmartAssist and Contact Center AI, including workflow, role, billing, and reporting changes, plus a SmartAssist-to-CCAI feature mapping table.
SearchAssist to Search AI Migration	Detailed guide for migrating sources, extraction configurations, workbench stages, answer snippets, business rules, and custom configurations from SearchAssist to Search AI.

​Upgrade Resources

Upgrade Resources