Next-best Action

Guiding Better Outcomes

Assist agents with next-best actions using generative AI-powered suggestions based on the current conversation and customer history.

Enhance customer experience Next-best action tailors service for each customer by analyzing individual interactions and their unique profile to increase satisfaction, loyalty, and customer lifetime value.

Offer value-added service Analyze data from thousands of customer interactions to offer valuable insights based on customer behavior and preferences using generative AI.

Improve decision making Set intelligent guidelines based on your company’s standards to help agents make informed choices to provide great customer experiences.

Increase agent utilization Manage multiple chat inquiries concurrently, while maintaining conversation integrity and increasing agent performance.

Real-time Coaching

Your Agents, But Better

Real-time coaching analyzes customer conversations and speech patterns to improve agent performance with immediate, context-specific guidance.

Retain more agents Intuitive real-time coaching improves job satisfaction, enhances morale, and reduces agent churn.

Understand natural speech Adjust coaching to each specific conversation and situation with AI models designed to recognize natural language and speech patterns.

Guide agents with precision Provide advice for specific challenges like pricing, competition, or escalations for accurate responses.

Teach new skills Teach agents to handle any situation, enhance empathy, and have more engaging interactions with your customers.

Task Automation

One-click task completion

Task automation gathers required customer information, across native and third-party applications using generative AI to automate workflows with a simple click.

Accelerate query resolution Elevate performance and simplify responses to customer inquiries by automating replies to ensure fast, accurate, one-click answers.

Approve automations Maintain control over automated suggestions by enabling agents to customize or approve responses before sending.

Improve CX Drastically reduce average handle time and improve customer satisfaction by using AI to automate account verification and other conversation-based tasks.

Reduce wrap-up time Save time and improve record accuracy with automated interaction summaries that allow agents to simply review and click to submit.

Guided Playbooks

Intelligent Experiences

AI-powered guided playbooks help agents provide consistent and compliant service for all interactions to accelerate ramp time and improve agent confidence and performance.

Craft consistent conversations

• Update playbooks based on past interactions to ensure uniform, brand-aligned, and detailed customer communications from start to finish. Improve real-time adherence
• Automatically confirm when agents follow step-by-step guidelines in real time, ensuring they adhere to company standards and avoid compliance mistakes. Assure brand compliance
• Guide agents with set scripts to ensure every customer interaction meets your standards to protect and enhance your brand image.

Search AI

Stop Searching, Start Finding

Using Search AI, agents can easily search for and access information across public and private knowledge bases to improve agent efficiency.

Increase agent productivity

• Save your agents time and frustration by reducing the effort to manually search for information and answers. Search effectively
• Use the Kore.ai Retrieval Augmented Generation (RAG) engine to create more information-rich and customer-friendly answers to any question. Assimilate data quickly
• Easily add and update information with a single click to increase data integrity and decrease inaccuracies associated with manual data input.

Sentiment Analysis

Gain Insight with Sentiment

Discover what your customers think and feel using sentiment analysis to help your agents provide informed, empathetic responses.

Work with emotion

• Identify how your customers feel about your brand, products, and service experience to empathetically and appropriately respond to their needs. Informed decision making
• Arm your agents with data based on customer behavior to determine how they feel, for more empathetic and helpful conversations. Improve overall satisfaction
• Understand each customer’s state of mind to help agents ensure positive and successful outcomes, improving both CX and EX.