The power of automation. SmartAssist is the industry’s first AI-native platform that is built from the ground up using Kore.ai’s patented Natural Language Understanding (NLU) innovations. Solutions developed on these innovations have helped customers automatically resolve their issues via voice or digital channels with containments rates reaching as high as 90%! This means 90% of customer issues can be resolved by a virtual assistant, without the need to talk to an agent.
This not only delivers significant costs savings, it also increases CSAT (satisfaction) and NPS (customer experience or CX) scores.
SmartAssist is also the only contact center solution in the industry to leverage its AI/NLP technologies to intelligently orchestrate customer requests through automation, deflection to chat or live agent escalation. This uniquely delivers and optimized experience for customers and agents alike!
The power of agent assistance. SmartAssist uniquely empowers agents to provide extraordinary customer experiences with a unified agent workspace (or agent desktop) and a virtual assistant dedicated to “assist” an agent while he/she in a live conversation with a customer (or AgentAssist) leading to an increase in CSAT, decrease in agent attrition and reduced support costs.
The agent desktop provides a single workspace for all conversations. With robust features like AgentAssist, chat collaboration between peers and managers, escalation to chat/video and co-browse, agents have everything they need to deliver the best customer service.
Key Capabilities of AgentAssist
A key capability of AgentAssist is that it listens to the customer conversation in voice or chat and provides suggestions to the agent including real time answers to FAQs, request for information from the customer 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 augment your existing telephony system with just the modules you need or can be deployed as a comprehensive, standalone 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, along with giving customers full deployment flexibility to protect their existing investments.