Chatbots have reduced tax support calls and now need better documentation and agentic AI
What is our primary use case?
Our main use case for Kore.ai is developing four chatbots which are used to serve customers relating to various tax products. We had different tax products in our organization, and our purpose was to provide customers with FAQ answers, obtain their bank details, retrieve their other product details, assist if they would like to order something, connect them to an agent, and answer any kind of query that they have regarding their products or anything tax-related.
One of the main chatbots I built for a co-system tax product allows users to come in and filter based on which product they are using. They can get information about their locators. If they have filed a tax and received some kind of rejection, they can get their information on that. We also had different kinds of forms which the user could fill and submit their information to the back-end team to act on it. Apart from that, they could also connect to a live agent to get any queries sorted which were not handled through the chat agent. We also had a case creation feature that creates a case at the back-end for someone in our team to look into.
How has it helped my organization?
Kore.ai has positively impacted my organization by being a big money saver because before having our chatbot, the use case was that every time some of our customers needed help, they used to call a number. During tax season, the wait time on that number would go up to one or two hours, which cost our company a lot of money. Integrating these chatbots helped reduce that wait time significantly. Mostly, people can chat instead of calling, or they don't even need a person to solve their basic queries, which the chatbot can handle. It reduced the calls made to our agents by 50 to 60 percent. That was evident as our team, which started with three or four people for one bot, expanded to around five to six bots, and a lot of new people joined. We received a lot of extra funding to create agents for all the other products and teams we support.
What is most valuable?
Some of the best features in Kore.ai include that it is a low-code, no-code tool. I have seen a lot of low-code tools that don't give anyone any room to work with if they have a custom use case or something they don't support. Kore.ai is different in that way; even though it is a low-code platform, we can still write our code if we want and override whatever they are trying to do, in case it is ever needed. Apart from that, their Web SDK and BotKit support is very good, as they have all the functionalities, packages, and everything up to date and available for us to use. Also, they have a lot of in-built integrations for live agent connections. So if you want to connect with Salesforce, Genesys, Live Help Now, Telephony, or any of these kinds of back-end services, including ServiceNow, they just have an integration built-in, so you do not need to write it from scratch. But apart from that, they also give the ability to write it from scratch through a custom BotKit if you don't want to go with their features or if something is missing.
What needs improvement?
Regarding how Kore.ai can be improved, I think agentic AI is booming. Instead of us designing the whole conversation, which feels kind of boring and repetitive, they could move into a different kind of approach where we could write a prompt, and it should create a conversation based on that, in the way that Microsoft Copilot Studio does. So they should move a little more towards the agentic AI approach and start working on and integrating different prompts so we do not need to design conversations. Nowadays, people are used to talking with ChatGPT, which facilitates a human way of conversation, just back and forth. People are not used to seeing a lot of menu buttons, icons, or lists to select things from. Kore.ai does a little bit of that using the agentic nodes and other features they have added, but they should move further in that direction.
The documentation for Kore.ai often poses a challenge because many times when we had issues, we couldn't find anything in the documentation. We either needed to figure it out ourselves through trial and error, or we raised a support ticket. Some of the engineers came and told us that we could do something to solve our problem. It took them two minutes to tell us, but when we asked if there was documentation for this, they mentioned there wasn't. They just knew it because it is some kind of internal knowledge. So if they improve their documentation, it will be beneficial for everyone, as we will not have to raise tickets for any issues.
For how long have I used the solution?
I have been using Kore.ai for the last four and a half years.
What do I think about the scalability of the solution?
Kore.ai is pretty scalable because when we started, we just had one bot. However, as we expanded to multiple bots with different kinds of BotKits and Web SDKs, we didn't face any issues with scalability. We also have many lower-end bots, so scalability has never been a problem.
How are customer service and support?
Customer support is okay, I guess. We get what we want from them whenever there is an issue or something. But sometimes when we had issues, it was delayed a lot. We had to reach out to their support team, and while they tried to suggest solutions, they didn't always work. Eventually, after a few calls, they involved some engineers who could actually fix our issues. Sometimes it was bad, but I can say around 60 to 70 percent of the time, it was good. We got the support we needed.
Which solution did I use previously and why did I switch?
I didn't have a previous solution because we have been on Kore.ai from the start.
What was our ROI?
I have seen a return on investment with Kore.ai, as it definitely has saved time. We previously only had a helpline where one agent could only attend to one customer at a time. But now, because it is chat, one agent can handle up to three or four chat sessions at the same time for different employees. That is certainly an improvement. Additionally, our chatbot solves a lot of users' problems on its own, meaning it doesn't even necessitate a live agent or person sometimes. This represents a direct time saving for agents to focus on more complex issues.
Which other solutions did I evaluate?
Before choosing Kore.ai, I know they evaluated other options, but that happened before I joined the team, so I was not part of those conversations. I know they considered Google's solution, which I forgot the name of, and also Yellow.ai and Google Dialogflow, but ultimately they went with Kore.ai.
What other advice do I have?
One of the unique or unexpected things regarding our main use case for Kore.ai is that I have seen a lot of our teams just use the basic default template that they have. But because our company had a design system, we had to rewrite the whole Web SDK code and design it according to ourselves.
Apart from that, we also had to make a lot of changes in the back end to support a live agent because our live agent handles up to 20,000 to 30,000 users on a daily basis. We had to increase capacity and ensure everything was worthwhile so it did not fail while users are currently there, especially during the tax season.
My basic advice for others considering Kore.ai is that they are adding a lot of new features. They have integrated agentic nodes, switched to the XO 11 platform, and introduced GenAI features. It is beneficial to look into these developments and keep up with whatever is happening. Don't get stuck in old ways of making bots. They are introducing a lot of new features; some are good, some are not, but eventually, everyone should try those features and move towards the new agentic platform. I would rate this solution a 7 out of 10.
Easy to Learn and Set Up, Modular Platform for Automation and Support
What do you like best about the product?
Easy to learn, setup, and manageable modular structured platform for automation and support
What do you dislike about the product?
Minor issues and inconsistencies across docs and platoform
What problems is the product solving and how is that benefiting you?
All in one AI Powered automation, Live Knowledge base and contact center platform.
Flexible AI with Seamless LLM Integration
What do you like best about the product?
I like Kore.AI's flexibility, which allows me to adapt to different projects easily. I also appreciate its tight integration with LLMs, which helps in understanding different languages across multiple places. This integration significantly enhances the capabilities of Kore.AI for my projects.
What do you dislike about the product?
We could get quicker resolution on support tickets
What problems is the product solving and how is that benefiting you?
Kore.AI eliminates the need for additional people answering the phone in our call center projects eliminate data entry errors.
Excellent for Building Voice Bots, Web Bots, and Agents with Internal or External LLMs
What do you like best about the product?
Creating Voice Bots , Web Bots and Agents using external and Internal LLMS
What do you dislike about the product?
High Cost and Hidden Fee and Platform complexicity
What problems is the product solving and how is that benefiting you?
While writing large script in script node we cant find contrl F in the Window.
Thee most developer friendly platform ever for IVA development
What do you like best about the product?
Everything from design to build to deployment to testing,all are integrated in a single platform which reduces the hurdles faced by we developers. Low code platform with place to analyse bot performance are really helpful in real time monitoring.
What do you dislike about the product?
Adding templates and images for enumeration list entity needs some additional work which could be taken care of. More features for IVR will be cherry on cake if available.Try to add an inbuilt non relational database also along with existing database.
What problems is the product solving and how is that benefiting you?
NLP engine is really good even after few shortcomings and some real time customer issues are addressed and solved within very less time because of developer friendly environment.
All-in-One Conversational AI Platform with Flexible Bot Customization
What do you like best about the product?
It offers a complete AI-based conversational AI platform where we can design bots, train NLU, integrate with backend systems, and monitor performance all in one place. This gives developers the flexibility to customize as needed.
What do you dislike about the product?
Nothing as of now—I don’t dislike anything about Kore.AI at this time.
What problems is the product solving and how is that benefiting you?
It solves the challenge of scaling human-like conversations across enterprise systems by automating customer and employee interactions through intelligent virtual assistants. It helps me by reducing the manual effort required to handle repetitive queries, enabling faster integration with backend systems, and allowing me to build and customize conversational AI chatbots efficiently.
Easy-to-Use Interface with Great Documentation and Lots of Possibilities
What do you like best about the product?
Many possibilities, an easy-to-use interface, and good documentation.
What do you dislike about the product?
Occasionally, the system becomes unresponsive.
What problems is the product solving and how is that benefiting you?
Bots creating and voice bots. In koreAI it is easier
Smart No-Code AI That Deflects Tickets and Delivers Clear ROI
What do you like best about the product?
It offers no-code, drag-and-drop features, along with extensive support for deploying the app across various channels. AI is smart enough to understand messy, natural language rather than just acting like a basic FAQ bot. The ROI is clear: it deflects a ton of manual support tickets, making the investment well worth it for any team looking to scale. The training support was amazing.
What do you dislike about the product?
Even though it’s "no-code," the interface is so packed with advanced features that it feels cluttered and overwhelming for a beginner. It takes a lot of time to truly master how to build complex flows without hitting a wall. I’ve also run into some performance lag when the bot is trying to pull data from multiple integrations at once, it can cause a noticeable delay in the chat, which isn't ideal for a smooth user experience.
What problems is the product solving and how is that benefiting you?
The biggest benefit has been the "self-service" aspect, customers get instant answers to things like order tracking, order details without waiting in a queue.
Low Cost and Easy to Love
What do you like best about the product?
It’s a low-code automation tool, so we can build automations with minimal coding knowledge. The tool is also easy to use and straightforward to work with.
What do you dislike about the product?
I’m not sure whether this can be used for UI automation, like Selenium, Playwright, etc.
What problems is the product solving and how is that benefiting you?
Automated ticketing tool.
Helpful Colleagues and a Great Work Environment
What do you like best about the product?
Collegues are very helpful and kind. Good work environment
What do you dislike about the product?
Switching between the team is very complex when as employee we wanted to try new domain
What problems is the product solving and how is that benefiting you?
It helps in building with low code no code and training of the models without any complex or coding skills needed
