Kore.ai, a leading conversational AI software company, has today announced the launch of its AI powered contact center-as-a-service (CCaaS) solution, SmartAssist, in Japanese. SmartAssist will enable enterprises in Japan and Asia-Pacific transform their customer service operations through the use of AI.
Built on Kore’s no-code Conversational AI platform, SmartAssist provides end-to-end call automation for inbound customer service calls through combination of conversational IVR, virtual assistants and call deflection. Through a simple SIP transfer, SmartAssist deflects calls to appropriate virtual or live assistants. SmartAssist also gives customers automated speech recognition (ASR) and text-to-speech (TTS), making it easier for IVR enabled call centers to enhance their support technology stack.
SmartAssist is backed by Kore’s multi engine natural language processing (NLP) technology, to automate sophisticated conversations with personalization and relevant context. It also supports omnichannel deployment and remembers the context when the customer shifts from one channel to another in the course of a dialog to ensure a consistent experience. Also, when needed to engage a live agent on the call, SmartAssist passes on all the call history and caller details making it easier for agents to take the call forward.
“The Covid-19 pandemic has accelerated the trend toward cloud contact centers and the need for automation and digital customer support. Conversational AI will play a key role in this transformation by driving contact center innovation and improving agent productivity. The Japanese version of SmartAssist will help enterprise customers in this region improve time-to-market and enhance the customer experience in their native language,” said Sreeni Unnamatla – Executive Vice President – Asia Pacific and Japan.
Kore is helping global 2000 enterprises in automating routine business interactions and creating omnichannel experience for their customers. Kore is unique in the conversational AI market in that it allows customers to build virtual assistants through the company’s no-code platform and also deploy pre-built virtual assistants for banking, healthcare and functional areas such HR, IT Support, and Sales. Kore differentiates itself through its conversational UX, superior NLP, explainable AI, and no-code unified platform that empowers people to use technology to transform how their business operates.