Make Agents More Successful at Their Job

Empower agents in real time with AI-assisted support that lowers attrition and improves first call resolution by as much as 30%.

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Challenges

Why Empower Agent Experiences?

Repetitive and tedious tasks, enable new employees to get up-to-speed faster, and create better cross-sell and up-sell opportunities.

Processes are too labor intensive

B2B applications are difficult to use, slowing down productivity for the broader workforce.

Repetitive tasks lower productivity

Agents often deal with multiple systems, both during and after calls to complete tedious tasks.

Staying compliant is challenging

Playbooks and real-time checks are needed to comply with regulations and quality standards.

Contact centers struggle to retain top talent

Struggling with staffing shortages are coupled with increased agents workloads.

Legacy technology is time-consuming

Outdated technology fails to meet expectations, losing context across channels.

Onboarding agents is a slow process

The process to get new agents up-to-speed and proficient is too slow to keep up with turnover.

Higher automation rates

Shorter customer wait times

Self-service containment

Increase in CSAT

Benefits

How Kore.ai Can Help

Offer 24/7 human-like agent support that reduces over 80% of common human-assisted interactions across 40 different channels.

Create confident agents for stronger success from day one

Offer real-time suggestions based on agent playbooks with empathetic, human-like responses for more tailored experiences that customers will love.

Give immediate suggestions with empathetic responses

Suggest next best actions in real-time with tailored responses that improve x-sell and up-sell, as well as reduce churn.

image for the agent experience use case with kore.ai

Improve first-call resolution by 30% with automation

Improve AX by automating repetitive tasks, including interaction wrap up, and improving search experience across multiple systems.

Automate workflows with Agent AI on a single screen

Offer real-time advice and automated interaction summaries, providing agents with immediate coaching and AI-guided playbooks.

Improve Agent Experience

Key Features

AI-First

Support how agents need it

Automate workflows across systems to a single screen, with immediate coaching and context-specific guidance.

Real-time advice: Provide automated post-call summaries and coaching.
Support with Agent AI: Help agents in real-time within internal support desks.
AI-first helpdesk: Support agents with true omnichannel capabilities.

Generative AI

Find what you need, anytime

Help employees find what they need with Retrieval Augmented Generation (RAG) from public and private sources.  

Go expert: Use fine-tuned LLMs for contact center conversational use cases managed by Kore.ai.
Choice of LLMs: Bring a custom LLM or use out-of-the-box options with popular providers such as OpenAI or Anthropic.
Connect with Ease: Integrate with HCM, ITSM, ERP & CRM systems of record easily.

Accuracy Controls

Stay true

Improve accuracy with more control over hallucinations and staying on topic. 

Stay in your lane: Maintain accuracy through improved control over out-of-domain questions.
Stay aligned: Ensure responses represent your company by aligning with business ontology.
Stay compliant: Maintain compliance through robust guardrails.

Trusted by the world’s top brands

Case Studies

How this major airline improved self-service for over 3,000 agents

They saw an opportunity to improve their agent experience while offering better customer service and strengthen automation rates.

The Company

This major low-cost airline in the United States operates flights to over 100 destinations throughout the United States and 31 international destinations.

The Opportunity

They wanted to strengthen automation rates while improving their agent’s day-to-day experience. They also wanted to consolidate their digital and voice service while keeping a human touch.

The Solution

The airline started with an AI-native CCaaS solution that offers agent support in real time while providing 24/7 omnichannel and multilingual customer service. Their fast-start deployment increased their ROI.

The Impact

$3.5 Million in Cost Efficiencies Generated in Year 1.
40%+ Improvement using automation over 6 months.
Reduced AHT with Agent AI solution

Kore.ai Named a Leader in The Forrester Wave™ for 2024

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