AI-Native CCaaS Solution
Delivering optimized experiences for your customers, agents and contact center operations.
Transform Your Contact Center to Deliver an Exceptional Customer Experience
SmartAssist, an end-to-end, AI-Native contact center cloud/premise solution is powered by Kore.ai’s XO Platform, the market leader in enterprise conversational AI platforms.
AI drives the customer and agent experience with SmartAssist from start-to-finish using Kore.ai’s innovative AI-native approach from getting connected, detecting intent and routing to the management and augmentation of your live agents and contact center operations.
SmartAssist includes virtual assistance for your agents in AgentAssist, the SmartAssist Desktop, the XO Platform and flexible deployment options – automating conversation, intelligent redirection to the channel best suited to aid the customer, agent assistance and a role-based desktop for management and insights.
Deploy on Premise, in the Cloud or Hybrid
Automate Your Existing Contact Center Infrastructure with SmartAssist
Smart Routing & Queueing
SmartAssist utilizes conversational AI, natural language processing and machine-learning (ML) to improve intent recognition behind the utterances your customers use when making a request. This intelligent customer journey solution automatically maintains and updates your knowledge base over time to best service your customers and route them to the most appropriate channel to suit their needs. Simple repetitive tasks can be easily automated to contain call rates; depending on the customers location, voice-to-voice may not be an option, in which case the customer can be routed to an intelligent virtual assistant in chat. Lastly, if the customer requires assistance for something more complicated, SmartAssist routes them to the next available agent with the most appropriate skill set.
Self-Service
Automate Simple Q&A and Complex Transactions
before speaking to an agent
With easy-to-use tools and resources at your fingertips, you’ll save time, hassle and money while allowing your customers to take control of their own self-service experience. This self-service freedom provides them the access to what your customers need, whenever they need it – 24 hours a day, 7 days a week. With SmartAssist’s intelligent AI-driven capabilities, you can offer your customers the confidence to take charge of their own support journey.
AI Analytics
Reporting and Analytics
with knowledge and insights
SmartAssist provides detailed data analytics that highlight session trends, containment metrics and flow metrics. Managers, supervisors, agents and developers have their own roles-based dashboard views that provide the relevant metrics that matter to them, including Conversation Logs with full transcription for training and quality assurance purposes.
AgentAssist
Transform the Agent Experience
with an intelligent virtual assistant that supports the agent in every conversation
For the best Agent experience, SmartAssist comes with the AgentAssist Desktop. This added feature provides a real-time, AI-powered, intelligent virtual assistant specific for your agents. AgentAssist is capable of sentiment analysis which provides next-best-action recommendations, automates task fulfillment based on a customer request, references relevant FAQs pertinent to the customers needs and even provides automated post-call wrap ups. Your agents can remain focused on what’s best for the customer rather than navigating through their CRM and tab-switching to perform research.
24x7x365 Customer Service on Any Channel
Anytime, Anywhere Omnichannel Engagement
Connect with your customers when and where they choose
Agent Desktop
Empower Agents
with the tools to provide extraordinary custom experiences
Seamless Automation
Simple Q&A to Complex Transactions
Ditch the touch-tone based menus and keyword driven chatbots; deploy an intelligent virtual assistant to greet your customers. Deliver self-service automation to resolve all of your customers needs.
Manage and Supervise
Monitor Agents and Operations
and drive efficiency and optimization
Contact center management has visibility into real-time and historical contact center and agent performance through SmartAssist management dashboard views. Managers and supervisors can monitor and track agent performance and KPIs and provide real-time assistance to agents handling omnichannel customer interaction to ensure optimal experiences.
AI Analytics
Analyze and Optimize
with knowledge and insights
SmartAssist takes the mystery out of automations with deep analytics that provide details on session trends, containment metrics and flow metrics. Managers, supervisors, agents and developers get roles-based dashboard views that provide metrics that matter to them the most.
Your Deployment, Your Way
Flexible Architecture to Meet Your Organizational Needs
Deploy an end-to-end CCaaS solution or leverage specific components to elevate your contact center experience
With flexible deployment options, SmartAssist capabiilties can serve as a complimentary plug-and-play augmentation of your existing contact center infrastructure, or offer a full replacement contact center as a service (CCaaS) solution.
Built on top of Kore.ai’s best in class, enterprise-grade no-code platform, SmartAssist delivers a breakthrough customer experience with the ability to automate up to 80% of customer voice and digital interactions. Choose the deployment model that works for your organization.
Explore Kore.ai’s Experience Automation Platform below:
Kore.ai Named a Leader in 2023 Gartner® Magic Quadrant™ for Enterprise Conversational Al Platforms
Request a demo
Learn how Kore.ai products and solutions can drive ROI, reduce expenses and increase revenue.
