Automation has transformed customer service and now drives major cost savings and new revenue
What is our primary use case?
My main use case for Kore.ai at the beginning was automations for machine learning, but right now they are implementing agentic solutions, and they are doing it really well. Other companies have some small issues, but in broad terms, the most common use case is to automate the entire customer attention process of contact centers in several companies.
For banks, we use Kore.ai to automate the entire customer attention process, such as giving access to statements, providing balance information, activating credit cards, blocking cards, locating branches, and developing transactions. When the bot has no capability to solve a question, it can escalate and move to a human agent with the contact center solution. This normally gives banks the capacity to reduce between 30 to 45% of the traffic that would normally go to human agents. With this capability, they can lower the volume of human agents and focus those people on selling or other areas to be more productive for the bank.
Kore.ai has many other use cases, but I believe that is the most important.
How has it helped my organization?
Kore.ai has positively impacted my organization because we are implementors, and I would say that approximately 80% of our income comes from developed projects with Kore.ai. We are Platinum partners of theirs, and we have many banks, financial institutions, and big retail companies, as well as innovative FinTech companies that are using this solution right now and having really good results.
What we normally see is that we guarantee almost between 30 to 45% of budget reduction in contact centers. Because of the containment rate that the agents generate, companies are not going to need so many people giving attention to their end customers, and they can move these people to other areas such as sales or other areas that they need internally in their company.
What is most valuable?
The best features Kore.ai offers include a really low-code solution. If you are not an expert in building agents, it is going to be easy for you to understand how it works and start deploying solutions. It is not a highly specialized platform and is more focused on resolving or giving value in a short time to develop something that could start to give you results. I think that is one of the most important things about Kore.ai. The other one is that it is an agnostic platform, so you can integrate all types of different LLMs in one single app, allowing you to work with your budget. This is something that right now with the agentic solution is really important to understand and handle.
The low-code aspect helped my team because you do not have to be an expert technician or an expert in the field to understand how to build an agentic solution. If you know your business, you can start to build something really nice with Kore.ai.
Regarding agnostic integration, Kore.ai lets you use different LLMs together in one app, which is important because imagine that you need to perform several activities such as receiving documents, analyzing those documents, and then preparing an email or handling a lot of data to understand a statement. You are going to need different types of LLM models. For example, if you are going to communicate straightforwardly to your customer, you are not going to need a really big and complex LLM. Maybe something mini or flash will help you move forward. But when you are going to analyze a complete statement and you want to give the right answer to your customer, you are going to need bigger models. The good thing about Kore.ai is that it allows you to have integration with commercial models, open-source models, or you can host it internally in their platform. Having that capacity, you are going to be able to push forward and develop a solution without any hassle.
What needs improvement?
Right now, many other companies face this issue because they are looking to be on top of the technology every single day, and Kore.ai is managing short times of delivery of new versions of their products. This is nice, but the QA process sometimes is not quite the best. You can have releases with several bugs in the middle that affect the behavior of your cloud customers. If you are in an on-premises environment or a private cloud environment, it is different because your version is not going to be affected every single sprint. But if you are in the public cloud, that could happen, and that is something that maybe you need to take into measure if you are going to develop something really delicate for your company. Normally, I highly recommend to our customers to start with something really simple and helpful, and then we are going to be escalating in the meantime. This gives the customer time to be prepared and the platform to be more solid in the features that we are going to be using in the future.
In support, the team is not the greatest, but it works. I would say that having multilingual support would be helpful because you have customers that normally are a little bit desperate to have an answer back. Because support is focusing on just one language and one time zone specifically, gathering attention 24/7 immediately is something that maybe takes a little bit more time than usual.
For how long have I used the solution?
I have been using Kore.ai since they started in 2014.
How was the initial setup?
It is really easy to upgrade your company and put it into the new era of agentic attention in a short time. Normally, the time it takes us to deliver a solution is between two and a half and five months, which is normally what we have taken to move forward and develop a full solution for an end customer.
What about the implementation team?
We are the partner of Kore.ai.
What was our ROI?
Kore.ai has positively impacted my organization because we are implementors, and I would say that approximately 80% of our income comes from developed projects with Kore.ai. We are Platinum partners of theirs, and we have many banks, financial institutions, and big retail companies, as well as innovative FinTech companies that are using this solution right now and having really good results.
What's my experience with pricing, setup cost, and licensing?
You can purchase Kore.ai through the AWS Marketplace, but normally the best way is to talk to a partner of Kore.ai and they can help you with the whole process.
What other advice do I have?
The advice I would give to others looking into using Kore.ai is to look forward to having a really nice implementor, for example, someone like us. Because the solution is really easy, but to understand all the different scopes and all the different features that you can use takes time. My recommendation is to be in touch with partners like us in order to maximize your efficiency in a short time. Normally, the implementation is not going to cost you so much money, so it is something that if you look at it, it is going to be more of a benefit than trying to do it directly by yourself at the beginning. After you have a first release and you understand how the whole process works, it is going to be easier for the company to take hands on that and maintain and develop new products by themselves. I give this product a rating of 9 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Building enterprise chat agents has reduced support effort but has highlighted platform issues
What is our primary use case?
My main use case for Kore.ai is developing and deploying enterprise-grade AI agents and chatbots, which includes designing conversational flow, setting up intent testing, and evaluating LLMs that can integrate to automate customer interaction and streamline internal support workflows.
One specific example involved developing a demo virtual assistant designed to optimize internal support workflows and customer interaction testing. A key part of our workflow was evaluating how well different LLMs integrated with the platform and also rigorous intent testing implemented in that.
What is most valuable?
I think the best features about Kore.ai are how easy it is for a developer to use. For example, the drag-and-drop dialog builder is exceptional. Also, NLU and intent testing are also good.
When comparing it to other software, I think it is easy for a developer to build the agents, which helps significantly reduce time-to-market while keeping the architecture clean.
In terms of integration and flexibility, Kore.ai provides a significant advantage that makes it highly adaptable for complex enterprise environments. For example, API and back-end integration, authentication handling, and data mapping, etc. Also, multi-channel deployment flexibility is a feature as it is an omni-channel agent.
Kore.ai helps in operational efficiency and faster time-to-market, which is development velocity. Although it has had its cons, such as the platform being buggy and support not being that great.
What needs improvement?
One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software. We had a lot of issues with Kore.ai, and now we are trying to shift to other software.
Kore.ai has many cons, especially in that the platform needs to focus on stability as it is buggy. It is hard to find mistakes, as it is difficult for debugging, and it also slows down during heavy training.
Better guides would help, as the manuals explain what buttons do, but they lack good examples. It would help to have simple step-by-step guides showing how to write custom code or fix errors. Additionally, it would be better to have good support since the platform has serious technical glitches, and the customer support takes too long to fix them. The first reply usually offers basic tips instead of quickly sending the problem to senior engineers. Furthermore, I think the platform is expensive and is geared towards massive corporations. I think it needs to have cheaper basic pricing options so smaller teams can test out quick ideas without spending too much money.
For how long have I used the solution?
I have been using Kore.ai for around one year.
What do I think about the stability of the solution?
Currently, I do not think Kore.ai is stable because previously it was.
What do I think about the scalability of the solution?
Kore.ai has one of the best scalabilities in terms of handling massive growth in both user traffic and conversational complexity.
How are customer service and support?
I think the customer support needs to improve, as it is inadequate right now. They do not resolve issues quickly and they do not forward it to senior engineers. Rather, basic support is provided.
What other advice do I have?
I think there is a reduction in fallback rates. By fine-tuning hybrid NLU, the bot's ability to correctly understand user intent has increased significantly. I think it led to an approximate thirty to forty percent reduction in unhandled fallbacks.
I think people should focus on hybrid NLUs and not just use any large LLMs for everything. You can use a standard visual builder for important transactions to keep them accurate. Save the LLM features for unexpected questions or conversational fallbacks, and also prepare for the learning curve, as the platform is easy to learn for basic setups but hard for advanced coding.
My overall review rating for Kore.ai is six out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Chatbots have automated travel support and now save time and costs across customer journeys
What is our primary use case?
I develop chatbots using Kore.ai.
I developed a travel assistant using Kore.ai that books tickets, cancels tickets, or modifies journeys.
I also integrate API data in Kore.ai so that it can fetch data from the API and display it directly to users.
What is most valuable?
The best features Kore.ai offers in my experience are that the user interface is very easy to use, the performance is excellent, and everything runs very smoothly.
When I say the interface of Kore.ai is easy to use, I mean the tools and everything are very useful and intuitive. When I mention performance, I mean the platform does not lag at all, and its response time is also good.
Kore.ai has impacted my organization positively because most companies are switching their IVR systems to chatbot systems, making Kore.ai a truly good platform for chatbot development.
The best feature of Kore.ai is that it is a cost-saving tool. For example, when we use IVR, we have to assign agents at the backend, but using Kore.ai, we can automate all of those functions.
What needs improvement?
Kore.ai could be improved by adding more features, such as call flow automation in addition to chatbots, which would also be helpful.
I rated Kore.ai an 8 out of 10 because additional features could be added to it.
The platform is excellent, and if more features can be added in the future, it will be truly great.
For how long have I used the solution?
I have been using Kore.ai for one and a half years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
Kore.ai's scalability is good.
How are customer service and support?
Kore.ai's customer support is good.
I can rate the customer support of Kore.ai a 9 out of 10.
Which solution did I use previously and why did I switch?
Previously, most companies were using the IVR platform, but nowadays, they are switching to chatbot systems, which is why I switched.
Before choosing Kore.ai, I did not use any chatbot development system.
What was our ROI?
As of now, Kore.ai is working very well for the vendors and has also saved their time and money.
What's my experience with pricing, setup cost, and licensing?
The experience with pricing, setup cost, and licensing of Kore.ai is that the price is low, and the licensing is also not costly.
What other advice do I have?
I advise others to use Kore.ai because it is a beginner-friendly platform. I rated this product an 8 out of 10.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
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.
A Great First Platform for Learning and Building Chatbots
What do you like best about the product?
This is the first platform I’ve ever used to learn, try things out, and build chatbots. Because of that, I genuinely liked everything about it.
What do you dislike about the product?
One thing I don’t like about Kore.AI is the agent node performance during chat conversations. At times, the agent node stops working, and we have to log out and log back in, and also refresh the page, to get it working again.
What problems is the product solving and how is that benefiting you?
So far, I’ve learned about automation AI, contact center AI, and a little bit about search AI. I find all of these areas quite useful for many real-time applications that people use in day-to-day life.
Automation has simplified handling incoming emails and is saving significant time daily
What is our primary use case?
I have been using Kore.ai for two years. My main use case for Kore.ai is to automate incoming emails.
What is most valuable?
The best features Kore.ai offers include an easy interface, which was facilitated by the effective training that I received. Kore.ai has positively impacted my organization by simplifying the process of responding to emails and streamlining the workflow, saving me considerable time.
What needs improvement?
Kore.ai works fine and does not need any improvement.
For how long have I used the solution?
I have been working in my current field for six years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
The scalability of Kore.ai is good.
How are customer service and support?
Customer support for Kore.ai is good.
Which solution did I use previously and why did I switch?
Before choosing Kore.ai, I evaluated other options.
What was our ROI?
I have definitely seen a return on investment because I saved time.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was that everything was easy and straightforward.
What other advice do I have?
My advice to others looking into using Kore.ai is that it is a good system. I would rate this review 9 out of 10.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
