Strong customer service experiences are almost always a result of quick and informative responses. Forcing customers to wait on hold in long service queues puts businesess at risk of losing customers and potential sales.
Kore.ai, one of the industry leaders in conversational AI software, has announced the release of a revolutionary new AI-native complete Contact Center as-a-Service solution called SmartAssist. The solution offers integrations to optimize live conversations with context and management tools.
SmartAssist works off of Kore.ai’s no-code conversational AI solution to accurately respond to voice and digital customer inquiries, or escalate them to appropriate customer support agents. The new feature takes advantage of virtual assistant capabilities to help service reps better understand the context of the conversation and manage successful answers to customer questions. The solution represents a groundbreaking launch in the conversational AI industry as the first AI-native end-to-end Contact Center as-a-Service solution.
“Kore.ai SmartAssist empowers modern day contact centers to deliver an optimized customer and agent experience, efficiently resolving customers issues via voice or digital channels,” said Raj Koneru, Founder and CEO of Kore.ai. “SmartAssist delivers on the promise of an AI-native contact-center that can be deployed quickly and flexibly, while also giving live agents a single workspace for comprehensive AI-powered assistance.”
According to Microsoft research, 90 percent of customers express that customer service is important to their buying and brand loyalty decisions. When service falls short of customer expectations, 58 percent signal that they would have no hesitations with ending their interest in a brand.
SmartAssist offers key features such as:
- Automation of up to 80 percent of all calls and chats, freeing up more time for live customer service agents to handle more complex inquiries. Overall faster handling time increases customer satisfaction and boosts efficiency.
- Provides customer service agents with the tools necessary to have successful conversations. Agent Desktop and AgentAssist support increases in CSAT, decreases in agent attrition, and overall reduced average support costs.
- Flexibility to adapt to existing telephone systems or stand alone as a solution.
Since Kore.ai was founded in 2014, the software has focused on automating customer and employee experiences with no-code AI tools. The company currently supports over 100 million enterprise customers at leading global brands such as PNC, Yahoo!, AT&T, Coca-Cola, and Ebay. Since the company was founded, it has automated over a billion interactions.