New Approach Empowers Business Users to Build AI Solutions Without AI Knowhow & Developer Expertise

---

ORLANDO, Fla., July 30, 2024 — Kore.ai, a leader in enterprise conversational and generative AI platform technology, today announced Express for its XO (Experience Optimization) Platform. The New XO Express approach provides a simplified and approachable way for non-technical users in smaller businesses to leverage the full power of XO Automation for creating AI chatbots and deploying a highly affordable contact center through XO Contact Center AI.

Smaller businesses thrive on strong personal relationships with customers and have a keen understanding of their target market needs. However, they can sometimes face challenges with advanced AI technology enablement due to limited resources and evolving market needs. 

Kore.ai’s XO Express approach brings advanced conversational capabilities within the reach of smaller businesses. It helps them drive better digital experiences, cost efficiency, and accelerated growth without the need for conversational or generative AI expertise.  

• Business users can leverage XO Express AI Automation to deploy AI chatbots for any function across their customer lifecycle, including marketing, sales, support, and others
• XO Express serves as a single conversational platform operating across multiple systems of record enabling a consistent brand experience and avoiding the cost of managing AI Chatbots from various vendors.
• XO Contact Center AI Express helps companies build a contact center to better manage inbound voice calls and web chat. It also elevates the voice experience through its proprietary voice gateway.

“As an established enterprise tech market leader, Kore.ai is excited to bring advanced AI technology closer to smaller businesses and organizations”, said Kore.ai founder and CEO Raj Koneru. “ChatGPT and GenAI have shown the art of the possible and created excitement everywhere. XO Express turns the experience of building an AI Chatbot into an intuitive and fun-filled one, free of jargon. You don’t need to be an expert or understand the intricacies of conversational AI. Anyone with a business idea can access the XO platform to build AI chatbots and create an affordable contact center. It allows smaller businesses the freedom to explore, innovate, and scale amid technological changes and rising customer expectations cost-effectively.”

AI Chatbots efficiently address customer questions and requests, automating up to 80% of routine business interactions. Gartner predicts that by 2026 75% of CAI offerings will have GenAI embedded in them, enabling businesses to deploy complex, multifunctional applications easily. Already, around 60% of SMBs and 84% of mid-market firms are either using or planning to use GenAI, as per a recent TechAisle survey.

“While many organizations are now seeing the value that conversational AI and GenAI solutions can bring to their students, customers and employees, there is usually concern about whether they have the technical skills to create those solutions,” said Bret Ingerman, former Vice president of IT at Tallahassee State College, FL. “Kore.ai’s new XO Express suite provides an easy-to-use set of tools to create powerful virtual assistants that are accessible via chat and by voice. These tools provide a way for non-technical staff to design interactions between our students and the virtual assistant that can provide answers to their questions and even let them transfer to a human agent. And, because XO Express is built on top of the sophisticated Kore.ai toolset, our technical staff can enhance the virtual assistant by easily integrating with other systems to provide for an even more powerful virtual assistant that can do things for, and on behalf of our students.”

The company offers a free trial to explore and experience the simplicity of building AI automation and contact centers and invites all-size businesses to participate in the endeavor to democratize AI to drive business value.

By Charlie Mitchell

July 30, 2024: As Kore.ai announces the launch of XO Express, Charlie Mitchell maps its implications for smaller businesses and the mid-market segment in his article in CX Today.  

“The XO Express platform packages elements of Kore.ai’s Magic-Quadrant-leading XO solution,” he writes. “Yet, the focus is on delivering a ‘simplified and approachable’ way to support smaller businesses in building their own bots. Like Kore.ai’s hallmark XO solution, the XO Express platform includes everything an SMB needs for security, compliance, out-of-the-box integrations, and languages support.”

By Scott Clark

July 18, 2024: This article by Scott Clark in the CMSWire contextualizes the launch of Microsoft Dynamics 365 Contact Center and its implications for customer-facing businesses today. With quotes from multiple sources, the write-up summarizes how recent contact center innovations like the latest one from Microsoft have “truly shaken up a market that had started to feel a bit commoditized”. 

But is it the “end-all-be-all solution” for every enterprise, he questions, and has Kore.ai CTO Prasanna Arikala weigh-in with his opinion: “While Microsoft’s CCaaS solution is a strong addition, it aligns with current market trends rather than fundamentally reshaping the landscape.”

Industry-first Unified GenAI Application Platform cuts the development time across AI application lifecycle up to 50%, accelerating AI business value.

---

ORLANDO, Fla., July 16, 2024 — Kore.ai, a leader in enterprise generative and conversational AI platform technology, today announced GALE—Generative AI and LLM Platform for Enterprises. This platform enables businesses to build powerful GenAI applications that enhance productivity and innovation and derive value from GenAI. 

GALE is the industry’s first dedicated GenAI application platform that addresses businesses’ need to rapidly develop and deploy advanced AI applications and scale them in an enterprise environment. With a no-code toolset and intuitive visual interface, GALE offers enterprises the most efficient way to experiment with multiple models and prompts, build and deploy AI agents for the first time, making it easy for developers without specialized AI talent.

According to a recent McKinsey report, organizations are rushing to deploy GenAI across business units but are hampered by implementation challenges. Companies struggle to find the right use case or fail to scale the AI solution to derive business value. They also lack tools that enable their existing teams to experiment with the best-performing foundational models and responsibly manage AI to ensure safety. 

“The launch of transformer models has taken the world by storm, leaving enterprises wondering where to start and how to leverage advanced AI for delivering business value,” said Kore.ai CEO and founder Raj Koneru. “GALE addresses the fragmentation and limitations within the current ecosystem. It’s a cohesive platform integrating core AI app-building functionalities with built-in guardrails. None of the hyperscalers or other GenAI app providers offer customers an end-to-end capability to experiment with a range of LLM or SLM models to develop, deploy, and manage sophisticated GenAI apps. GALE does.”

Powered by the Kore.ai platform, GALE simplifies AI application development and accelerates GenAI adoption for businesses, slashing development time up to 50% and enabling rapid prototyping. It integrates into the enterprise ecosystem, ensuring smooth incorporation with business systems and supporting large-scale AI implementations. 

• No-code flow-builder and drag-and-drop interface enables creation of complex workflows, apps and AI agents quickly, reducing dependency on specialized technical resources.
• Model Hub provides businesses with centralized access to over 30 AI models (community, open-source or fine-tuned), for refining and fine-tuning them to suit specific business needs.  
• AI Agents automate complex tasks and workflows, increasing operational efficiency and allowing businesses to focus on strategic initiatives.
• Prompt Studio offers a playground for developers to craft the right prompts, allowing businesses to move from ideas to production faster.   

“As enterprise adoption of GenAI picks up pace, organizations are looking to achieve faster time to value from AI initiatives. They need platforms that offer an easy way to experiment with, build, deploy, and scale AI agents and applications,” said Vaibhav Bansal, Vice President, Everest Group. “Typical platform features include AI/ML orchestration layer for efficient model management, the ability to seamlessly connect with enterprise data, a low-code interface, and an application development layer for deploying AI agents or apps. Beyond these, enterprises need access to the best performing foundation models, provision to bring their own model, guardrails to ensure fairness and data security, ability to finetune models on enterprise data, pre-configured GenAI libraries and frameworks for different use cases. Enterprise-grade GenAI platforms that support such features promise an exciting future and have the potential to be the one-stop suite for all AI related needs of an enterprise.”

GALE stands out as an enterprise-grade platform agnostic to LLM models, cloud infrastructure and applications, offering customers maximum choice and flexibility in deploying AI. With prebuilt templates and out-of-box integrations, it triggers massive, enterprise-wide automation through GenAI use cases. Companies can transform their business processes, from front-office to back-office, by building AI agents targeting a specific task or creating complex agentic workflows that automate tedious, time-consuming jobs across the organization. 

More than 100 companies with large customer bases across banking, healthcare, insurance, and retail are currently leveraging the GALE beta version for targeted value creation around: 

• Improving research using AI agents for mining online content on market intelligence
• Better knowledge management and data discovery for insights and trend analysis by automatically summarizing content from emails, call transcripts, social media and ticketing systems 
• Creating innovative and diverse content for serving creative, technical and business needs 
• Bolstering process automation by automating workflows related to claims processing, customer order processing, inventory management, invoice generation, receivables/payable 

GALE offers businesses the fastest way to build generative AI agents in a secure, scalable enterprise environment. The platform can be accessed at https://www.kore.ai/GALE.

By Charlie Mitchell

July 16, 2024: What does the launch of GALE, an “industry-first dedicated generative AI application platform”, mean for the enterprise world?

GALE empowers enterprises with a playground to build, test, and optimize GenAI applications that augment and transform business processes. Indeed, enterprises can use the platform’s no-code interface to develop apps that streamline business-wide operations, that goes far beyond customer service functions, writes Charlie Mitchell in CX Today.

“That aligns closely with Kore.ai’s summary of the platform as a ‘Swiss Army knife of the enterprise’ and a catalyst for change,” he opines.

By Mike Wheatly

July 16, 2024: Kore.ai has announced the launch of a new platform called “GALE,” which makes it simple to create versatile generative AI apps using a simple, no-code, drag-and-drop interface, reports Mike Wheatly in the Silicon Angle. “GALE represents the next evolution of Kore.ai’s generative AI development tools, enabling businesses to create powerful AI agents that can perform tasks on behalf of their users and be deployed and scaled rapidly… One of the key differences is the level of experimentation GALE provides,” he observes.

By Dean DeBiase

July 16, 2024: Those are just too many challenges for CXOs, when it comes to GenAI. Tapping and unleashing GenAI’s power across the enterprise spanning multiple use cases, with just the right models, integration and fine tuning is no small task. Writing for the Forbes, Dean profiles Kore.ai on how the company has jumped in to tackle head-on the GenAI adoption challenges enterprise CXOs are facing by launching GALE.

New York, May 30, 2024 – Global digital business services leader Teleperformance today announced that it has been named a platinum partner for Kore.ai, a world leader in enterprise conversational and generative AI platform technology.

As a global reseller and managed services partner of Kore.ai, Teleperformance and its digital services arm TP Infinity will leverage the Kore.ai Experience Optimization (XO) Platform V11.0 to deploy conversational AI solutions to help organizations transform their customer engagement. 

TP Infinity combines technology innovation with expert conversation design, guided by a team of specialists certified by the Conversational Design Institute. This holistic approach ensures advanced automation and the crafting of meaningful, customer-centric dialogue. Backed by our CX strategy consultants, TP Infinity helps clients leverage Kore.ai’s award-winning platform, ensuring personalized, seamless experiences that drive competitive advantage.

Kore.ai’s enterprise-grade, no-code platform will enable TP Infinity to build advanced virtual assistants that are powered by generative AI and large language models (LLMs) for meeting the unique needs of their customers around use cases involving customer experience, enterprise automation, personalized solutions based on user experience. 

TP Infinity comprises of a diverse team of more than 3,000 consultants, data lovers, tech enthusiasts, creative masterminds and operations gurus operating in 20 countries across North America, South America, Europe, and Asia who are united by a common purpose: to push the boundaries of CX. 

To learn more about TP Infinity, visit www.tpinfinity.com.

To learn more about Kore.ai, visit www.kore.ai.

Report states that Kore.ai leads the way in the use of LLMs and GenAI for conversational AI and puts modern AI to work, safely and responsibly at scale

---

ORLANDO, Fla., May 16, 2024 — Kore.ai, a leader in enterprise conversational and generative AI platform technology, today announced it has been named a “Leader” in The Forrester Wave: Conversational AI for Customer Service, Q2 2024. Kore.ai was evaluated alongside 13 other conversational AI providers,  and ranked as a Leader with the highest score in the  “Current Offering” category.

Providers were evaluated against 23 criteria. Kore.ai received the top-scores possible in the Vision, Roadmap and Partner Ecosystem criteria (in the “Strategy” category) as well as in the Language Models and Generative AI support, Orchestration of AI Assets, Omnichannel, Digital User Experience, Voice Support, Answer Management, Business Insights and Trust, Security and Privacy criteria (in the “Current Offering” category).

AI is a deeply transformative technology that can profoundly impact the enterprise in many ways. We have demonstrated the positive impact of AI through our ability to anticipate market needs and consistently deliver at scale. The recognition from Forrester validates for us our robust platform strengths, vision and commitment to innovation, said Raj Koneru, CEO and Founder of Kore.ai.  

The Forrester Wave on Conversational AI for Customer Service evaluated 14 top vendors. Vendors in this market achieve differentiation through mastering the art of orchestrating multiple AI assets to deliver smarter, more useful chatbots and intelligent virtual assistants (IVAs). (Access a complimentary copy of the report for more information.)

“Kore.ai’s offering moves from strength to strength, with leading omnichannel features, modern security and trust capabilities, and an excellent digital user experience. …Reference customers praised the company’s development tools and prebuilt applications. Kore.ai injects modern AI into many customer service use cases, making it a good fit for companies wanting AI capabilities across the contact center,” the Forrester report stated.

In its recent global customer conference, Kore.ai Konversations 2024, the company brought together over 200 leading enterprises to discuss the landscape of AI. There, senior executives endorsed the company’s vision, comprehensive platform capabilities, innovation roadmap and how it’s enabling them to achieve their business objectives.

This recognition by Forrester is the latest in a series of rankings by analyst firms for Kore.ai. The company was named a Leader in the Gartner® Magic Quadrant for Enterprise Conversational AI Platforms in 2022 and 2023, along with being positioned as a Leader consistently in the Everest PEAK Matrix, IDC MarketScape, ISG Provider Lens, Aragon Research Globe in their respective Conversational AI reports as well as in the G2 Crowd Intelligent Virtual Assistants and Bot Platforms categories.

Orlando, FL – May 7, 2024 – Kore.ai, a leader in enterprise conversational and generative AI platform technology, has unveiled its annual 2024 Agent Experience (AX) and Customer Experience (CX) Benchmark Reports, featuring historic findings that indicate the increased global acceptance of automation and self-service solutions.

Kore.ai commissioned the research to shed light on the impact of intelligent virtual assistants (IVAs) and contact center AI solutions on customer interactions and agent job satisfaction. The reports show that, for the first time, customer service agents are prioritizing advanced AI technology and automated tools over competitive salaries and a fair work environment. Similarly, consumers are increasingly embracing AI, valuing its precision and reliability. A key factor in this shift is the IVAs’ ability to offer around-the-clock assistance and smoothly transition between tasks without requiring repetitive information, significantly enhancing consumer satisfaction and comfort levels.

Kore.ai and research partner Farrell Insights surveyed 1,200 customers and 600 agents across multiple regions including the Americas, UK, Germany, India, Japan, Philippines, and Australia, and in major industries like banking, retail, healthcare, travel, telecom, and others. The key findings are collated in the Kore.ai Agent Experience (AX) and Customer Experience (CX) Benchmark Reports 2024.  

Key AX Findings Include:

• An Industry First: Tech Trumps Pay- Agents ranked three automated assistant functionalities– tools that help them better understand customer needs, reduce time spent on searches and minimize typing during call wrap-ups– higher than competitive salary and fair working conditions in terms of importance. 
• Contact Centers are Lagging- 72% of agents express a strong desire for IVAs, but contact centers are lagging in implementation, with 62% of agents reporting a lack of AI use cases. Outdated systems also hinder productivity, with 91% of agents reporting technology-related frustrations.
• AI Education Boosts Satisfaction- Agents trained in AI report 92% job satisfaction and engagement levels compared to their non-trained counterparts (73%).
• Win-Win with IVAs- 71% of customer service agents view increased automated assistant usage for assessing and routing customer needs as mutually beneficial for both consumers and agents.

Key CX Findings Include: 

• Customers Prioritize Accuracy and Efficiency Over Live Agent Access– For the first time, effectiveness and accuracy ranked more important than the ability to access a live agent. Additionally, 68% of customers believe that AI assistants’ ability to seamlessly carry and continue conversations across channels is important when it comes to great customer service interactions.
• Closing Gap between Automated and Live Agent Performance- In the US, there is only a 4% gap between the rating of IVA performance vs. expectations for live agents (72% vs 76%, respectively). In the APAC region, there is no difference in performance ratings.
• The Rise of IVAs Across Industries- Comfort with IVAs is growing across most sectors (travel, banking, retail, cable/telco/ISP) while healthcare sees direct human contact as crucial. Retail emerges as a standout sector with universal approval for AI-assisted customer service, especially in areas like product search (75% respondents reported interest) and purchasing (74%), highlighting broad trust in AI for both advisory and transactional roles.
• 24/7 Access Appeals to All- The allure of around-the-clock access to customer service is significant among consumers, with 77% noting this is a draw for automation and IVAs. Even Boomers are on board, with 68% recognizing the benefits of self-service’s constant access. Other key elements playing crucial roles in enhancing consumer acceptance include conversational voice and the assurance of secure communication for personal information, which enterprise-grade IVAs provide.

“Having monitored this sector for over a decade, this is the first time I’ve observed such a dramatic shift in agent preferences for automation over compensation,” said Michael Farrell, President and Chief Strategist at Farrell Insight. “As effectiveness, accuracy, security, ease of use, and trust increasingly become the top priorities for both agents and consumers, the method of achieving these results becomes secondary. Our research with Kore.ai indicates a watershed trend: people are leaning towards outcome-focused interactions in customer service, driven by their positive experiences with IVAs and contact center AI solutions.”

To improve customer experience, increase agent satisfaction, and optimize contact center performance, leveraging AI-powered solutions is essential for businesses to stay ahead of the curve.

“Our latest research shows increased engagement and satisfaction with AI solutions among agents and consumers,” said Raj Koneru, CEO of Kore.ai. “Adopting AI technologies in call centers not only enhances service quality for customers but also transforms agent roles by streamlining routine tasks and improving work conditions. We aim for this research to guide organizations looking to elevate their service interactions with AI-powered automation.”

To view Kore.ai’s full AX and CX reports, please visit: https://kore.airesearch-analysis/