Kore.ai announced the launch of SmartAssist, the world's first
AI-native end-to-end Contact Center as-a-Service [CCaaS] solution. The solution
comes integrated with the Agent Assist virtual assistant to help live agents
understand past history/context, as well as an intuitive desktop console that
enables agents to easily manage conversations.
Long
hold and wait times can anger already frustrated customers, creating a poor
user experience and negatively impacting customer satisfaction. Further,
employing a full staff of live agents on a 24/7 basis is not only costly but
also inefficient and prone to errors and increased wait times. Built on
Kore.ai's enterprise-grade no-code conversational AI platform, SmartAssist accurately
responds to the most sophisticated conversations across voice or digital
channels, automatically escalating conversations to live agents with seamless
contextual continuity to move conversations forward towards successful
outcomes.
SmartAssist
introduces game-changing agent assistance by leveraging a combination of an
Agent Assist virtual assistant to help the live agent with past history/context
along with an agent desktop console, a one-stop console for the agent to manage
the conversation. Available now, SmartAssist is the industry's first
automation-first platform available on-premises or as a service.
"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."
Key
features of Kore.ai SmartAssist include:
- Automation. SmartAssist automates up
to 80% of calls and chats without ever reaching a live agent, resulting in
increased customer satisfaction and a superior customer experience. Faster
resolution lowers average handling time (AHT) and drives efficiency through the
enterprise.
- Agent Assistance. SmartAssist empowers
agents to provide phenomenal customer service with Agent Desktop and
AgentAssist, leading to an increase in CSAT, decrease in agent attrition and
reduced support costs.
- Flexibly Deploy and
Manage. This
AI-native solution is built with flexibility in mind. Based on individual
customer needs and preferences, it can be deployed to complement your existing
telephony system with just the modules you need or can be deployed as a
comprehensive, standalone contact center solution.
Kore.ai
SmartAssist is the only Contact Center as-a-Service [CCaaS] solution in the
world that is both AI-native and integrates automation and agent assistance
components into one complete end-to-end solution. While traditional IVR vendors
"bolt on" an AI automation layer on top of legacy IVR systems, Kore.ai
SmartAssist uses AI-native technology from the ground up using the company's
unmatched [ML]+2 Natural Language Understanding (NLU) engines.