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Agent AI Assistance

Use generative AI models to automate workflows, offer real-time advice, compose interaction summaries, provide dynamic playbooks for agent guidance, and offer live coaching.

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Empower every agent to do more with AI

Provide intelligent guidance, streamline tasks, and enhance service quality with real-time, AI-driven support.

Guiding better outcomes

Assist human 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 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 human agents, but better

Analyze customer conversations and speech patterns to improve human agent performance with immediate, context-specific guidance.

Retain more skilled 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.

Your workforce, new skills

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

Task Automation

One-click task completion

Gather 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.

humans approve automations

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

Improve customer experience

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

Reduce contact 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 human agents provide consistent and compliant service for all interactions to accelerate ramp time and improve agent confidence and performance.

consistent conversations

Update playbooks based on past interactions to ensure uniform, brand-aligned, and detailed interactions 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.

Enteprise-ready RAG

Stop searching and start finding

Using enterprise-ready RAG, human and 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.

quick + effective SEARCH

Use our agentic RAG engine to create more information-rich and customer-friendly answers to any question.

Rapid DATA ASSIMILATION

Easily add and update information with a single click to increase data integrity and decrease inaccuracies due to manual data input.

Sentiment Analysis

Gain insight with sentiment

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

WORK WITH CUSTOMER EMoTIONS

Identify how your customers feel about your brand, products, and service experience to empathetically and appropriately respond to their needs.

Inform your 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.

Auto Summarization

Save time, reduce distractions and improve efficiency

AI-powered auto summarization empowers your human agents to focus on customers, instead of taking notes, asking follow up questions, and doing tedious post-call work.

Real-time visibility

Summarization automatically transcribes self-service or live interactions providing an immediate view into previous interactions on all channels.

WRAP-UP AUTOMATION

Use generative AI to automatically summarize chat and call interactions as soon as the interaction ends, agents simply review and click to submit.

Multi-language SuPPORT

Summarization supports multiple languages offering native support for most languages using Kore.ai’s fine-tuned large language model, or other model sources.

COMPLETEly unified data

Consistent summaries are automatically added to CRMs like Salesforce, Zendesk and Servicenow, to your database of record, or homegrown CRM through open APIs.

Additional features

Give agents the tools they need to succeed

Here are some more examples of how we arm your agents with the data, flexibility, and control to enrich every customer interaction.

Transcriptions

Real-time interaction visibility.

Provide an immediate view into interaction history allowing agents handling transferred calls to read and understand the previous interaction, without requiring the customer to restate the reason for the call.

Flexible and Dynamic Override

Control corrections in real time.

Flexible and dynamic override or “The Override Bot” is an essential tool that allows agents to correct errors in next-base actions to maintain conversation flow and enhance customer trust and experience.

Post-interaction Analysis

Summarize automatically.

Automatically summarize and analyze chats and calls live, and including data from past interactions so agents can proactively anticipate the reason for customers' outreach.

Insights and Analytics

Continuous improvement.

Make data-driven decisions to improve the performance of your AI agents. Use comprehensive views of both voice and digital channels so you can fine tune your self-service options to provide the best customer experience.

Unified Desktop

Keep it in one view.

A unified agent desktop boosts each agent’s efficiency and productivity with AI-driven real-time support, co-browsing, and tailored interactions in one place. Agents use a number of applications to help customers all in one place.

Pre-built Integrations

Rapidly ingest and sort data.

With over 150 pre-built connectors with third-party systems, from models, data, cloud, and systems or record like customer relationship management (CRM) and agent desktops you can build and power your AI agents with enterprise-wide data quickly.