Key Features

Conditional AI routing

Elevate Customer Support with Precision Kore.ai’s intelligent AI routes customer questions to suitable agents, speeding up help and improving customer experience and efficiency in service centers.

• Personalize responses: It tailors responses based on specific customer conditions or profiles.
• Handle queries efficiently: Direct inquiries to the most appropriate resource or department.
• Scale that instantly matches your needs: Easily adapt to varying volumes of inquiries or changing business needs.

Skills-based Routing

Right Expertise, Right Time, Right Solution Skills-based routing sends customer questions to the agents best suited to answer them. This boosts efficiency, cuts response time, and improves satisfaction by matching inquiries with expert agents.

• Allocate your resources better: Optimize the use of agent skills and expertise, leading to more efficient operations.
• Learning and development: Identify skill gaps in teams, guiding training and development needs of where solutions are needed.
• Increased agent efficiency: Agents handle queries that match their skill set, leading to quicker and more effective resolutions.

Queue Notifications and Callbacks

Give your customers time back in their day Queue updates and callback options keep customers informed and save their spot without waiting on hold. This respects their time, reduces frustration, and improves service efficiency.

• Reduce call abandonment: Decrease the likelihood of customers hanging up due to lengthy waits and frustration when providing queue updates and offering callbacks.
• Positive brand perception: Show respect for customers’ time and enhance their perception of your brand.
• Improved call management: Allows better allocation of resources based on callback scheduling.