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A Win for Conversational AI: Kore.ai AgentAssist for Service Cloud Voice on Salesforce AppExchange


Conversational AI most often refers to intelligence applications like chatbots or virtual agents that are able to converse with – and ideally assist – human users. Via machine learning (ML) and natural language understanding (NLU), this branch of AI taps into substantial volumes of data to imitate human interaction and speech recognition to produce conversational outputs. Its kinks are still being ironed out (an understatement, given how rapidly AI is progressing), but it’s still practical and scalable for use cases like online customer support in the form of intelligent virtual assistants (IVAs), HR processes, healthcare accessibility, and in IoT.

Enter Kore.ai. The company, founded in 2014, was named as an official “Leader” in Gartner’s 2022 Magic Quadrant for Enterprise Conversational AI. Kore.ai automates front-office and back-office interactions by deploying conversational, AI-first IVAs for industry-specific solutions.

Given this context, an announcement the next-gen platform made comes as no surprise: The Kore.ai AgentAssist for Service Cloud Voice on Salesforce AppExchange launched, built to empower customers to leverage AI-powered IVAs for the management of their lead generation and sales processes. The conversational IVAs deployed on users’ apps are expected to allow them access to said applications through simple voice and text-inputted commands. And why? To accelerate speed of business and to process higher volumes of requests with instant information.

Kore.ai AgentAssist for Service Cloud Voice, integrated directly with Salesforce, has been predicted to hugely drive contact center productivity by automating manual tasks via real-time support so agents can better engage with customers. The service provides relevant information and suggestions for best-possible engagement actions. The Kore.ai IVAs achieve this via user intent, sentiment and tone recognition through NLU. This would stand out on its own, but the aforementioned Salesforce integration is a major bonus due to AppExchange’s existing connections. (e.g. 10 million customer installs, as well as more than 7,000 listings and 117,000 peer reviews)

This isn’t the first time that Kore.ai’s AI-first offerings have seen success. Already trusted by the likes of AT&T, Yahoo! and Cigna, Kore.ai’s convenient, timely, and personalized service experiences have been recognized by Gartner, Forrester, Everest Group, and others. Its end-to-end, no-code platform and robust deployment capabilities enable enterprises to redefine how they design, build, test, and best optimize experiences in voice and digital channels.

“The world is moving fast towards AI-first frameworks,” acknowledged Raj Koneru, CEO of Kore.ai, “and we want to provide the best AI-powered solutions to every Salesforce CRM user through this new partnership. The Kore.ai open architecture and no-code framework enable easy integration that brings all the benefits of multichannel, conversational experiences to Salesforce's exceptional CRM processes. This transforms customer engagement, automation and user interactions with enterprise systems in ways unforeseen before bringing absolute delight."

More Kore.ai platform info can be found here.

Edited by Greg Tavarez
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