Kore.ai Voice Gateway for Genesys Cloud CX is now available as a Premium Application on Genesys AppFoundry. Genesys AppFoundry is a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.
Through this integration, Kore.ai enables Genesys customers to deliver superior customer service experiences within their contact centres.
Leveraging generative AI (genAI) powered conversational IVR, the Voice Gateway seamlessly routes conversations to appropriate voice and digital channels, answers customer queries 24/7x/365, and enables personalized self-service, leading to higher customer satisfaction and improved efficiencies for contact centres.
Kore.ai, a Leader in the Gartner Magic Quadrant for Enterprise Conversational AI Platforms, helps companies deliver extraordinary experiences for their customers, agents, and employees on voice and digital channels.
The Kore.ai Experience Optimization (XO) Platform combines conversational AI, contact centre AI and Insights AI through a unified platform that helps businesses enhance customer satisfaction, improve operational efficiency, and drive better business outcomes.
Earlier this year, Kore.ai announced the addition of Large Language Models (LLMs) such as OpenAI’s GPT-3 and other genAI technologies to its platform capabilities.
This combination of generative AI and conversational AI, also described as the ‘Better Together Strategy’ by the company, is expected to impact enterprise customer service and contact centre operations through superior experiences for customers, employees and agents.
Kore.ai is also one of the first conversational AI players to leverage LLMs for specific use cases around knowledge AI.
“As a Genesys AppFoundry partner, Kore.ai will strive to help our joint customers deliver outstanding customer experiences,” said Raj Koneru, CEO and Founder of Kore.ai.
“The voice gateway powered by generative AI and conversational AI will become a critical differentiator for brands that leverage this technology to improve their market performance and competitive standing.”
The Kore.ai Voice Gateway for Genesys Cloud CX will enable customers to get up and running quickly by installing the minimum required Genesys platform components.
They can also configure Kore.ai Contact Center AI experiences and automation to complete their call centre solution.
Author: Robyn Coppell
Published On: 11th Oct 2023
Read more about - Industry News, Genesys
