Why Kore.AI? What are others' experiences using it?
Before diving into Kore.ai , let's talk about Conversational AI generally, which is on the rise and still rising as the most prominent technology within the CX sector. AT IST, we predict that 2023 will be the year that it becomes the new normal in the Middle East. Often when people think of conversational AI, they think of chatbots. However, it's more than that. It's Chatbots, Enterprise Chatbots, Conversational IVR, Agent Assist, and much more. Below you'd see how many different use cases the Kore.AI platform serves, and to add to that, it can be across any channel, whether voice or digital. That's partly what makes it a great stand-out Enterprise Conversational AI Platform.
Notice how we differentiated between Chatbots and Enterprise Chatbots because there is a difference, specifically within the customer segment that we, as IST, Serve.
I'll quote Gartner in its latest Magic Quadrant for Enterprise Conversational AI Platforms , as they have neatly defined the difference.
Enterprise conversational AI platforms (enterprise CAIPs) are a subset of the larger conversational AI market, commonly referred to as chatbot platforms in media. The enterprise CAIP market, however, focuses on the needs of larger enterprises by targeting multiple use cases, modalities of conversation (i.e., speech, chat, text messaging and email) and the ability to operationalize within the enterprise.
Gartner defines the enterprise conversational AI platform market as the market for software applications used to build, orchestrate and support the development of multiple use cases of conversational automation, while targeting multiple roles within the enterprise. Enterprise CAIP enables conversational automation as a strategic enterprise capability.
That said, Kore.Ai operates within the Enterprise Conversational AI and has been named by Gartner in the same report as a leader within the 2022 Magic Quadrant. However, for us system integrators and customers alike, when we want to see if a new technology is a right fit for us, we need more than just the Gartner Magic Quadrant. We need real insights from customers who used the solution. We're assuming here that you as an organization have already identified the need for Conversational AI to serve your customers and that you understand that you need an enterprise solution that can fit within all your organizational customer interaction channels.
Gartner Peer Reviews is one of our favorite sources to see real customers and their reviews of the solution. There are over 75 verified reviews on Gartner Peer reviews; if you'd like to go through them in detail, click here . However, we selected four reviews below to showcase the strength of Kore.AI by using the words of others.
Submitted?Sep 21, 2022
5.0Overall User Rating
Overall Comment:"After spending whole year on selecting a vendor for Conversational AI Platform and reviewing multiple domestic and international vendors we decided to start a project with Kore.ai and we're very happy with the decision being made. Kore.ai delivers a great and innovative product, backed by strong vision and motivation to further develop it. Working together with vendor's team we were able to build complex bots for bank's customers available in voice & chat channel. To meet our requirements Kore.ai successfully cooperated with our partners to delivered expected customizations and new platform features."
Lessons Learned
What do you like most about the product or service?
- Great and efficient GUI making work with the platform a real pleasure - Coverage of multiple communication channels including customized UX meeting customer expectations for each channel - Flexibility of the vendor in terms of commercial aspects and implementation services - Very good educational support for bot developers (platform documentation, online courses) - Frequent releases of new software versions enhancing platform's functionality
What do you dislike most about the product or service?
- Being a first big customer building bot in Polish language required additional work to adjust the platform to support it correctly - Platform is being continuously developed and improved, what results in bigger number of reported bugs - Lack of local implementation team in Central Europe makes running an implementation project tougher, but still feasible
Submitted?Aug 25, 2021
?1?of?1?found this review helpful.
5.0Overall User Rating
Overall Comment:"Overall we are pleased with Kore as a platform has to offer at enterprise level. It has overall life cycle from Bot concept, Build, Integrate, Test, Production & Analytics. NLP engine wise it has 3 different engines complementing each other allowing some street smartness with patterns to solve some complex scenarios."
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Lessons Learned
What do you like most about the product or service?
Collaborative conversational design feature and bot building functionality is so simple to use. It's agility to create bots at rapid speed. Street smart NLP nuances to solve complex business challenges is something we didn't find in other product we evaluated.
What do you dislike most about the product or service?
Kore has to improve on pre integrated solutions to enterprise data analytics platform instead of customer to write their own code.
Submitted?Feb 9, 2022
4.0Overall User Rating
Overall Comment:"This is a tool known for its functionalities as a virtual assistant, thanks to the fact that it helps to complete communication processes with clients, allowing them to know their requests throughout the day without interruptions and with functionalities that can be interpreted as if a human were doing it, this tool integrates the best of enterprise robotics technology and implements them in a way that professionals have control over interactions with partners or clients in one place?"
Lessons Learned
What do you like most about the product or service?
Something that I like about this tool is that it is integrated with technology that in channels allows it to interact in an integrated way, either by voice or digitally, it allows communication and even responding to requests in channels in real time, something fundamental for financial processes or even to increase the degree of communication, in your team, partners or clients in the same way
What do you dislike most about the product or service?
It's a good tool, I don't have anything negative to say
Submitted?May 16, 2022
5.0Overall User Rating
Overall Comment:"Kore.AI is truly a complete enterprise level Conversational AI platform that has helped our organization to take our customer self service capabilities to the next level. It allows us to offer cutting edge technology through both voice and digital channels to automate processes for our customer interactions. This has reduced the turn around time and has resulted in very positive feedback from our customers."
Lessons Learned
What do you like most about the product or service?
The NLU capabilities offered by the product are the best in the industry. After evaluation of multiple products, the Kore NLU engines surely stand out with the insights and tools it provides to train the AI engine. Also, the operational support team has been very responsive and collaborative in providing resolutions. They are very committed with their product, take pride in it and are very good to work with.
What do you dislike most about the product or service?
The out of the box reporting capabilities are good with the ability to generate a few visualizations. It also allows generation of customizable reports, but there is some scope for improvement in this space.