Kore.ai

Kore.ai is a world leader in Conversational AI technology, providing an exceptional experience for businesses' customers, agents, and employees on voice and digital channels. Their open-architecture platform, Kore.ai's Experience Optimization (XO) Platform, leverages Large Language Models (LLMs) and Generative AI to create sophisticated virtual assistants that deliver natural, useful responses with minimal training. With over 75 prebuilt integrations and no-code tooling capabilities, users can quickly create and deploy AI-powered virtual assistants and process assistants. Kore.ai's products and solutions have received several awards and recognitions and are trusted by over 350 clients worldwide, including top banks, healthcare organizations, and Fortune 2000 companies.

TLDR

Kore.ai's open-architecture platform, Kore.ai's Experience Optimization (XO) Platform, provides exceptional experiences for customers, agents, and employees on voice and digital channels using Generative AI and LLMs. With over 75 prebuilt integrations, no-code tooling capabilities, and a range of awards and recognitions, businesses can swiftly deploy AI-powered virtual assistants and process assistants. Kore.ai is trusted by 350 clients worldwide, including top banks, healthcare organizations, and Fortune 2000 companies.

Company Overview

Kore.ai is the world leader in Conversational AI technology, empowering companies to deliver exceptional experiences for their customers, agents, and employees on both voice and digital channels. Their platform is built on an open architecture and provides continuous learning, automated training and testing, and boosts efficiency. By tapping into generative AI models like GPT-3 and other LLMs, Kore.ai has paved the way for future innovations. The company's range of experience areas of focus includes convenient, timely, and personalized service experiences for customers and employees, delivering humanized and effective experiences with speed and accuracy, and providing the best self-service experiences to gain a competitive advantage.

Kore.ai's cutting-edge technology automates employee interactions through self-service intelligent virtual assistants, providing quick, accurate, and contextual answers to repetitive queries, which enables support staff to get back to business priorities. The technology has automated 1 billion plus interactions across 40+ channels, with employees using Kore.ai IVAs. The company has delivered cost reduction to consumer operations since 2015, and its solution is trusted by over 350 happy clients worldwide, including Fortune 2000 companies and top banks and healthcare organizations.

Kore.ai has received numerous awards and recognitions, including being named a leader in Magic Quadrant for Enterprise Conversational AI Platforms 2023, 2022, and positioned as a Strong Performer in New Tech Wave Report: Chatbots for IT Ops in 2022. Moreover, they were named a Leader in IVA MarketScape report for 2021, 2022 in the USA, UK, and Germany. They were also named a leader in IVA and Chatbot categories for Enterprise, Mid-Market and Small companies segment, and positioned as a leader in Provider Lens Report for Intelligent Virtual Assistant for two years in a row 2022, 2021.

Kore.ai's platform is user-friendly, even for non-technical people, and comes with features that support external systems/ services integration using API. The company's customers have had excellent experiences, experiencing significant business value since deploying the Kore.ai-built employee support Slack bot. Customers have also been impressed by the improvements Kore.ai has made over time to the platform based on feedback, and the platform's capability to allow some street smartness with patterns to solve complex scenarios.

Overall, Kore.ai is a great enterprise conversational AI platform that provides different options for training, giving customers a lot of flexibility. The company also offers a learning plan to master a focused topic, and customers can get the latest news, articles, and resources on their platform through their newsletter. Kore.ai's products and solutions drive ROI, reduce expenses, and increase revenue.

Features

XO Platform

Intelligent Automation

Kore.ai's Experience Optimization (XO) Platform offers users the ability to automate interactions intelligently, delivering exceptional customer and employee experiences. This platform extends its open architecture, continuous learning, automated training, and testing to boost efficiency.

IVA Lifecycle Management

Kore.ai's Experience Optimization (XO) Platform has capabilities that allow users to manage the entire Intelligent Virtual Assistant (IVA) lifecycle. With this platform, users can design, build, train, test, deploy, and manage IVAs without writing a single line of code.

350+ Happy Clients Worldwide

Kore.ai has served more than 350 happy clients worldwide, including many Fortune 2000 companies, top 4 banks, top 3 healthcare enterprises, and many other enterprise consumers. Employees use Kore.ai IVAs to automate more than 1 billion interactions across more than 40 different channels.

End-to-end Automation

Complex Workflow Automation

Kore.ai's XO Platform allows users to develop multi-user, multi-step workflows to automate complex enterprise business processes. This feature- bundled with sophisticated virtual assistants that generate natural responses with little to no training required- helps optimize customer and employee experiences with AI-first virtual assistants.

Continuous Improvement

The Kore.ai XO Platform encourages continuous improvement by regularly offering new features, capabilities, and performance upgrades. This feature ensures that virtual assistants perform exceptionally while delivering exceptional customer experience.

Open Architecture

The open architecture of Kore.ai's XO Platform offers versatility while constructing virtual assistants, thanks to its ability to connect with external data sources and APIs. The pre-built integration workflows are useful when expanding the capabilities of virtual assistants.

Large Language Models and Generative AI

Zero-shot, Few-shot, and Knowledge AI technologies

Kore.ai's Experience Optimization (XO) Platform relies on the power of language models and generative AI to develop sophisticated virtual assistants that provide natural and useful responses, without the need for extensive training. The zero-shot, few-shot, and knowledge AI technologies make it possible to launch virtual assistants, automate interactions, and reduce costs.

Blended Approach

Kore.ai's XO Platform leverages the power of Large Language Models and blended it with Conversational AI. This approach accelerates time-to-market and time-to-value while ensuring that virtual assistants are useful and efficient.

Continuous Optimization

Developers can continuously optimize the performance of virtual assistants with no hassle, thanks to the Kore.ai XO Platform's continuous improvement feature. The platform also offers new features, capabilities, and performance upgrades regularly to enhance virtual assistant performance.

No-Code Tooling Capabilities

Drag-n-Drop Interface

Kore.ai XO Platform offers a drag-n-drop interface that allows non-developers, business users or non-data-scientist to design, build and deploy AI-powered virtual assistants and process assistants. Users can kick-start their conversational AI journey without writing a single line of code.

Pre-built Templates

Kore.ai's Marketplace offers pre-built templates that users can edit and import to meet their business requirements. This feature saves time and effort, making it easy for users to create virtual assistants that deliver exceptional customer experiences.

Expert Training Session

Users can attend the expert training session and get Basic and Advanced certification from Kore.ai team. After completing the modules, users will be equipped with best practices to implement conversational AI projects within their organization.

Integrations

Kore.ai's XO Platform supports open architecture and features over 75 pre-built integrations, allowing users to quickly set up and customize processes according to their specific needs. With the platform's comprehensive integration framework, users can orchestrate, authenticate, and transport applications with multiple communication protocols or technologies without having to write a single line of code. This eliminates the need to wait for skilled IT staff to set up and configure virtual assistants, significantly reducing development time and cost.

Prebuilt Integrations

Kore.ai's XO Platform now includes prebuilt 75+ workflow integrations with popular business applications like Salesforce, Zendesk, ServiceNow, and more, reducing the dependency on skilled IT staff and empowering business users to configure IVAs quickly. The prebuilt low-code integrations come with a full conversation flow, including the entities, API integration, and response mapping. The platform also includes prebuilt integrations with popular contact centers systems like Genesys, Nice, Zendesk, and others for a seamless hand-off.

Cloud Connector

The Cloud Connector enables integration with enterprise systems that reside behind your firewall, facilitating secure data exchanges between on-premise systems within your intranet and Kore.ai cloud-based infrastructure. This allows virtual assistants to push and pull data and knowledge from commonly used enterprise apps like Salesforce, Zendesk, ServiceNow, and more.

Choose Your Own NLU (CYON)

Users who are migrating from a different platform to the Kore.ai XO Platform can start using external NLU data within the XO Platform and quickly migrate the training. With the CYON feature, users can save a significant amount of time and effort, allowing their virtual assistants to converse with users in natural language and make required API calls with the RPA platforms asynchronously to trigger the RPA jobs.

Robotic Process Automation (RPA)

Kore.ai's XO Platform has forged a partnership with popular RPA tools like Ui-Path, Automation Anywhere, BluePrism, and tested the integration with the latest version of their platforms. Virtual assistants built on the Kore.ai Experience Optimization Platform can now make API calls with the RPA platforms asynchronously to trigger the RPA jobs, further streamlining processes and increasing efficiency.

Request Chaining and Pre/Post-Processors

The platform's request chaining feature allows users to execute multiple requests together in a single batch, enabling them to make API calls to web services to initiate tasks and request data, with each executed request extracting and using values from the previous request. Users can use pre-built or custom processors to manipulate data collected in a user session before, during, and after an API request is made to a web service. Moreover, users can manage input parameters and values from session variables before making an API request and access payload response keys from an API request after making a call, offering flexibility and customization to fit specific business needs.

Authentication Models

The platform supports multiple authentication models to validate user identity and access before the assistants can deliver alerts or take actions against integrated systems, including Basic Auth, OAuth v1, OAuth v2, OAuth v2 Password Grant Type, and API Key. Users can enable one authentication profile across all assistants and tasks for rapid deployment, increasing efficiency and enhancing security measures.

FAQ

How do I add an FAQ?

To add an FAQ, first enter the questions you want to add and pay attention to terms that you can further add to your FAQ hierarchy. Next, compose a simple or complex channel-specific reply for the response. You can add channel-specific responses to questions in your Knowledge Graph by selecting the channel from the channels list before typing the response. Additionally, you can use the "Add Extended Response" button to split lengthy or detailed responses into multiple messages for improved readability, and "Add Alternate Response" if your question can have more than one answer (with the platform randomly selecting one at runtime).

Can I import FAQs from an existing source?

Yes, if you have all the FAQs in one place, you can use the Import or Extract process. You can generate a Knowledge Graph from a FAQ list with the Knowledge Graph Generator and import it to your VA, or import a Knowledge Graph exported from another VA. You can also use an existing list of Q&As from Knowledge Extraction to populate the Questions and Responses.

How can I move FAQs between nodes?

To move one or more Questions and Response sets between nodes in your Knowledge Graph, select the node from which you want to move the FAQ, identify the FAQ you want to move, select the checkbox next to it (you can select multiple items), and drag and drop the FAQ onto the relevant node. The node will be highlighted and the FAQ will display on the right pane of the node.

How can I edit FAQs and Responses?

To edit an FAQ and its associated response, select the relevant term from the nodes hierarchy, hover over the Question or Response to edit it, and click the edit icon. Make any necessary changes and click "Save." You can delete the Question using the bin icon, and selecting multiple intents lets you delete them in bulk.

How do FAQs improve intent recognition and VA performance?

By adding question-answer sets to your Knowledge Graph and mapping them to related ontology terms, you improve intent recognition and increase the performance of your VA. This feature allows your VA to provide more accurate and comprehensive responses to user queries by leveraging the FAQs and their hierarchical structure.