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Kore.ai releases AI-native End-to-End Contact Center-as-a-Service solution

Kore.ai, a conversational AI software company, is releasing SmartAssist, an AI-native end-to-end Contact Center as-a-Service (CCaaS) solution, 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.

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, according to the vendor.

SmartAssist provides 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.

"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:

  • 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.

For more information about this release, visit https://kore.ai.  

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