Call Center Scheduling Featured Article
Kore.ai Intros SmartAssist AI CCaaS Solution
Better management of customer interactions is a key step in advancing customer service efforts for today’s businesses. With the help of new technologies like Artificial Intelligence (AI), agents will get the support they need to better understand callers needs and address them with efficiency.
Kore.ai has announced a new AI Contact Center as-a-Service [CCaaS] solution, SmartAssist, for voice and digital channels to meet these needs.
The offering is built on it’s enterprise-grade, no-code platform and can accurately respond to sophisticated conversations happening on voice and digital channels.
Kore.ai is a provider of pre-built industry-specific and functional virtual assistants. Since launching in 2014, it has helped top-performing businesses scale front office automation.
The conversational AI software company’s SmartAssist solution is a complete end-to-end solution that uses AI-native technology built from the ground up using its own [ML]+2 Natural Language Understanding (NLU) engines.This differs from traditional IVR vendors who must “bolt on” an AI automation layer to their legacy IVR systems.
Additional key features of the new solution include the ability for agents to have an intuitive desktop console to manage conversations,as well as the ability to quickly escalate calls to a live agent so there are less chances of poor experiences happening. By automating 80 percent of calls and improving resolution rates, contact centers can also decrease costs and agent attrition rates.
"Kore.ai SmartAssist empowers modern day contact centers to deliver an optimized customer and agent experience, efficiently resolving customers issues via voice or digital channels," said Raj Koneru, Founder and CEO of Kore.ai. "SmartAssist delivers on the promise of an AI-native contact-center that can be deployed quickly and flexibly, while also giving live agents a single workspace for comprehensive AI-powered assistance."
Edited by Luke Bellos