The power of automation. SmartAssist is the industry’s first AI-native platform built from the ground up using Kore.ai’s proprietary Natural Language Understanding (NLU) innovations. Solutions developed based on these innovations have helped customers solve their problems automatically via voice or digital channels, with a containment rate of up to 90%! This means that 90% of customer problems can be solved by a virtual assistant, without having to talk to an agent.
This not only results in significant cost savings, it also increases the CSAT (satisfaction) and NPS (customer experience or CX) scores.
SmartAssist is also the industry’s only contact center solution that uses its AI/NLP technologies to intelligently orchestrate customer requests through automation, deflection to chat, or live agent escalation. This delivers a unique and optimized experience for both customers and agents!
The power of help from agents. SmartAssist uniquely empowers agents to deliver extraordinary customer experiences with a unified agent workspace (or agent desktop) and a virtual assistant dedicated to “helping” an agent while having a live conversation with a customer ( or AgentAssist), leading to an increase in CSAT, reduced staff turnover, and lower support costs.
The agent desktop provides a single workspace for all conversations. With robust features such as AgentAssist, chat collaboration between colleagues and managers, escalation to chat/video and co-browsing, agents have everything they need to deliver the best customer service.
Key Features of AgentAssist
A key feature of AgentAssist is that it listens to the customer’s conversation in voice or chat and makes suggestions to the agent, including real-time answers to frequently asked questions, customer information requests, and then executes the request with back-end systems and completes the transaction .
Key Capabilities for Agent Supervisors
The power of flexible deployment. SmartAssist is built with flexibility in mind. Based on individual customer needs and preferences, it can be deployed to extend your existing telephone system with only the modules you need, or it can be deployed as a comprehensive, stand-alone 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, giving customers complete deployment flexibility to protect their existing investments.