For any company that runs a contact center to handle customer requests, it’s no secret that employee turnover is high. While this makes perfect sense – dealing with disgruntled, frustrated customers on a daily basis can be exhausting – the problem is deeply rooted in the fact that agents don’t have the right tools or information DURING the conversation.

Aside from agents, the inability of contact centers, which are now handling much higher call volume after the pandemic, to deliver fast and enjoyable customer experiences, has a much greater impact on business KPIs such as lower customer satisfaction (CSAT) and customer loyalty, often measured by NPS scores.

For years, most contact centers have struggled to provide effective, self-service, yet personalized responses to every customer. While AI technologies are being applied to alleviate these challenges, success has been limited. About 70-80% of enterprises around the world agree that they are currently not making the most of AI within their organization’s contact center.

Kore.ai took these considerations to heart and set to work solving these challenges for both customers and contact center agents.

The mission was clear: Give contact center agents the right information exactly when it’s needed, surprise customers with a personalized response through their preferred channel, and drive extraordinary business results or KPIs (as I mentioned earlier).

And here we are!

kore.ai proudly announces the launch of Kore.ai SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution.

Built on Kore.ai’s industry-recognized enterprise-class no-code conversational AI platform, SmartAssist accurately responds to the most advanced conversations across voice or digital channels, automatically escalating conversations to live agents with real-time context assistance to advance conversations to help and a delicious closure.

SmartAssist is integrated with the AgentAssist virtual assistant to help live agents understand past history/context, as well as an intuitive desktop console that allows agents to easily manage conversations.

Here are three ways SmartAssist will redefine contact center experiences by leveraging the industry’s most advanced and comprehensive innovations:


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.

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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 .

You also have capabilities designed specifically for the agent supervisors! see this presentation for a better understanding of these possibilities.

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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.

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