Happy New Year!
While the world was still reeling and recovering from COVID-19 in 2021, enterprises of all sizes around the world continued to look for solutions to meet the challenges of keeping their customers, employees and contact centers happy and satisfied. Of voice calls and digital interactions (such as messages/chat, WhatsApp, etc.) get out of hand, the need to pay attention to customer experiences (CX), employee experiences (EX) and contact center agent experience (AX) were at the top of the CxO agenda.
we at kore.ai led the way in listening to these challenges as they related to specific use cases that our customers, partners, and prospects were trying to address to ultimately achieve their overall business goals.
Not surprisingly, the majority of these companies KPIs included –
- Revenue growth (via upsell and cross-sell)
- Overall Customer Satisfaction (CSAT)
- Customer Loyalty and Retention (NPS)
- Reduce operating costs and improve CX, EX and AX.
Kore.ai’s leadership team brainstormed effective solutions to these challenges in light of its strengths and core competencies.
We concluded that “Delivering extraordinary experiences for customers, employees and agents across voice and digital channels using AI native automation and augmentation would result in these extraordinary business outcomes that enterprises seek.“We Called It” ‘Experience optimization’ or ‘XO‘!
The core of such innovative AI-native automation lies enterprise conversational AI platform (ECAIP). Further expanding its leadership in the enterprise CAIP space, Kore.ai introduced: Version 9.0 his Experience Optimization Platform. This release expanded the platform no-code and conversational AI capabilities to automate conversational experiences in the front and back office.
A new feature, the Call setup, now automatically transforms “natural, nonlinear conversations in executable dialogue flows.This promotes collaboration between business and technology teams by eliminating the traditional manual process of converting specifications into system flows.
The Kore.ai XO Platform Release V9.0 also introduced the Process Assistant, an industry first that allows businesses to engage with user requests through simple complex . to design and deploy multi-step, multi-user business process workflows.
Automation powered by Kore.ai is patented [ML+2] NLP technology is one thing, but designing an end-end contact center solution that delivers an extraordinary customer experience or CX is another.
Contact Center as-a-Service
We learned about frustrated customers using legacy or AI-integrated IVRs and unfortunate cops who see no challenge in their daily routine tasks and therefore no career prospects. They would much rather be a part of driving revenue growth through upselling, cross-selling. To respond to these challenges, Kore.ai . launched SmartAssist, The World’s First AI Native End-to-End Contact Center as-a-Service [CCaaS] solution. SmartAssist, designed to replace or complement legacy IVR deployments, gives agents a unified workspace for comprehensive AI native assistance while delivering on the promise of simultaneously delivering an optimized customer and agent experience with AI-based automation and agent augmentation.
Kore.ai has also been launched AgentAssist which integrates with any agent desktop. It listens to the conversation between the customer and the agent and gives the agent the next best action suggestions and also transacts on back-end systems on behalf of the agent, which makes the agent highly efficient and allows the agent to focus on serving the needs from customers.
Industry Specific Solutions
In addition to these great advancements on the industry’s leading enterprise conversational AI (XO) platform and the industry’s first AI native contact center solution, we listened closely to the needs of customers and prospects who needed turnkey automation solutions (with pre-built domain-trained virtual assistants) for retail banking use cases to handle the fast-growing amounts of routine banking queries such as account balances, money transfers, paying bills, etc. ., a phenomenon that we have seen growing asymptotically since the pandemic. That’s why we formally launched BankAssist to help our bank customers with: 200+ ready-made usage scenarios, supportive 25+ languages, advanced analytics, and unlimited customization options that can be performed by non-technical business teams.
And it’s not just the customer experience or agent experience that we think about. We would also like to know how satisfied employees are in general, either by working together remotely (which has also increased dramatically since the pandemic) or by calling to inquire about their health benefits or to file an IT support ticket. serve.
Feature specific solutions
We then announced the world’s most comprehensive suite of AI experience optimization solutions for: workplace collaboration and productivity at the Gartner IT Symposium/Xpo in October. We have announced WorkAssist, an AI-first unified digital workspace for the modern workplace, together with HR assistance and IT assistance, AI First Employee support-as-a-service conversational AI-based solutions for HR and IT Service Management (ITSM) respectively.
WorkAssist provides a no-code application development framework to create digital applications and instantiate them in collaborative workspaces. These applications come with an integration framework, integrations with various external systems and the ability to add automation to the applications. WorkAssist also includes “Kora – an AI-based business conversation assistant that helps employees schedule meetings, search company data, and assign and perform tasks”.
While we were making these product announcements, we were working on a few other fronts as well. Just before Thanksgiving, we announced an extension of our Series C funding round with the participation of NVIDIA along with a strategic collaboration agreement to accelerate innovation in deploying conversational AI-based platforms and solutions for enterprises.
Finally, Kore.ai got its fair share of analyst recognitions in 2021. In June, Gartner recognized Kore.ai as one of the main CAIP providers on the planet. Other global analyst firms such as IDC, The Everest Group and ISG recognized Kore.ai as a leader in the conversational AI space.
And that’s a wrap!
We hope to continue this momentum into 2022 and I’m sure we’ll have more exciting news to share as we strive to help our customers and partners have extraordinary experiences for their stakeholders (customers, employees and agents) and ultimately deliver extraordinary business results.