Kore.ai has announced the integration of its Experience Optimization (XO) Platform with Zoom Contact Center. Zoom Contact Center customers now have access to intelligent virtual assistants (IVAs) powered by the Kore.ai XO platform, which can automate up to 90% of front-line requests.
These IVAs improve the customer experience with no-code deployment, 24/7 self-service, and multilingual support for over 130 languages.
Conversational AI (CAI) and IVAs benefit businesses and can bring significant cost reductions, potentially saving up to $80 billion by 2026.
IVAs built on the Kore.ai platform can recognize user intent, sentiment and tone and enable human-like conversations through superior natural language understanding and contextual intelligence.
They are also powered by generative AI technology and large language models (LLMs), and can transform how customers, agents, and employees interact with enterprises, improving experiences and driving operational efficiency.
Zoom Contact Center is part of Zoom’s robust CX offering which also includes Zoom Virtual Agent and Zoom Workforce Engagement Management.
The integration with the Kore.ai XO platform offers another way to helpbusinesses develop and launch IVAs that can automate customer interactions and provide 24/7 access, resolve user questions and tasks and even transfer the customer to a human agent on Zoom for complex queries or high-value transactions.
“The world is moving quickly toward an AI-first framework, making it imperative to provide the best AI solutions to every Zoom Contact Center user,” said Kore.ai CEO and Founder Raj Koneru.
“Our no-code platform enables an easy integration that brings the benefits of multichannel conversational experience to Zoom’s Contact Center offering. ”
Author: Robyn Coppell
Published On: 22nd Sep 2023
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