Highlights
Leveraging the native and flexible capabilities of the Kore.ai XO Platform alongside Zoom, businesses can quickly add self-service, automation and conversational assistance for end customers interacting on voice & digital channels. Whenever a live agent interaction is needed, the interaction and all relevant context can be seamlessly passed to an appropriately skilled agent working in the Zoom contact center desktop.
For agent experience, Kore.ai AgentAssist monitors the customer-agent conversation,identifies intents and sentiment– such as interest in solving a specific problem; buy and upsell opportunities and customer frustration–and performs tasks and provides guidance to improve engagement.
At the start of any conversation on any channel, AgentAssist can look up customer information from CRM and other third-party systems and proactively provide agents with the right context based on customer goals. User’s session history, previous chat history and current sentiment are all part of the context.
AgentAssist can automate backend tasks and queries on behalf of the agent, surface useful information scattered across multiple source documents and suggest responses based on sentiment for more meaningful engagement.
Our customers include the top organizations in the Fortune 2000, including Citibank, Cigna Health, Pfizer, Airbus, AT&T and Coca-Cola. We've achieved over $1 billion in cost reduction for our customers since 2015. 100 million+ customers interact with Kore.ai technology on a regular basis.