Kore.ai Introduces SmartAssist AI-Native CCaaS Solution

Call centers today are swamped. Whether it’s related to healthcare, supply chain interruptions or municipal issues, the COVID-19 pandemic as well as customers’ rising expectations when it comes to customer support have meant that demands on call center agents are unprecedented. Increasingly, technology companies are attempting to address the problem by building better workflows and automating as much of the call center interaction as possible, leaving agents free to deal with more complex issues.

Kore.ai, a Florida-based company that specializes in conversational artificial intelligence (AI) technology, recently announced the release of SmartAssist, the company’s AI-native end-to-end contact center as-a-service (CCaaS) solution. SmartAssist is integrated with Kore.ai’s Agent Assist virtual assistant to help live agents better understand a customer’s past history and the context of the conversation, as well as an intuitive desktop console that enables agents to more easily manage conversations.

According to the company, the technology helps agents better “manage the conversation,” and can automates up to 80 percent of calls and chats without ever reaching a live agent, resulting in increased customer satisfaction and a superior customer experience. This faster resolution lowers average handling time (AHT) and drives efficiency through the enterprise. In addition, the company says SmartAssist empowers agents to provide improved customer service with Agent Desktop and AgentAssist, leading to an increase in CSAT, decrease in agent attrition and reduced support costs.

"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."

Built on Kore.ai’s enterprise-grade no-code conversational AI platform, SmartAssist responds to conversations across voice or digital channels, automatically escalating conversations to live agents with seamless contextual continuity to move conversations forward towards successful outcomes, according to the company.

Edited by Luke Bellos