#experience optimization

Kore.ai, a leading player in generative and conversational AI solutions, has introduced its Kore.ai Voice Gateway for Genesys Cloud CX as a Premium Application on Genesys AppFoundry. Genesys AppFoundry serves as a marketplace for select solutions and integrations designed to enhance customer and employee experiences.

This integration enables Genesys users to deliver exceptional customer service experiences within their contact centers. Leveraging generative AI (genAI)-powered conversational Interactive Voice Response (IVR), the Voice Gateway effectively routes customer conversations to the appropriate voice and digital channels, providing round-the-clock responses and facilitating personalized self-service. This results in heightened customer satisfaction and improved operational efficiency for contact centers.

Kore.ai, recognized as a leader in the Gartner Magic Quadrant for Enterprise Conversational AI Platforms, assists companies in delivering exceptional experiences for customers, agents, and employees across voice and digital channels.

Kore.ai's Experience Optimization (XO) Platform unifies conversational AI, contact center AI, and Insights AI into a comprehensive platform designed to elevate customer satisfaction, enhance operational efficiency, and drive superior business outcomes.

Earlier this year, Kore.ai incorporated Large Language Models (LLMs) such as OpenAI's GPT-3 and other genAI technologies into its platform, introducing a "Better Together Strategy." This strategic blend of generative AI and conversational AI is expected to revolutionize enterprise customer service and contact center operations, providing enhanced experiences for customers, employees, and agents. Kore.ai is among the pioneering conversational AI players to harness LLMs for specific applications focused on knowledge AI.

Raj Koneru, CEO and Founder of Kore.ai, emphasized the role of the voice gateway, empowered by generative AI and conversational AI, as a critical differentiator for brands seeking to enhance their market performance and competitive positioning.

The Kore.ai Voice Gateway for Genesys Cloud CX streamlines the setup process, allowing customers to rapidly deploy it by installing the minimum required Genesys platform components. Users can also configure Kore.ai Contact Center AI experiences and automation to create a comprehensive call center solution.

To explore the specific features and advantages of the Kore.ai and Genesys Cloud CX integration, users can visit the Kore.ai listing on the Genesys AppFoundry site.

Kore.ai stands as a leading provider of advanced AI technology, offering an innovative no-code platform and a portfolio of solutions. With over a decade of experience, the company has gained trust from more than 200 partners and 400 Fortune 2000 companies. Kore.ai assists enterprises in formulating and implementing AI strategies that scale up experiences and deliver tangible business value through safe and responsible AI adoption. The company's impressive patent portfolio reflects its AI-first approach, and it has garnered recognition as a leader and innovator in the field by prominent analysts. Headquartered in Orlando, Kore.ai maintains a network of offices across India, the UK, Europe, the Middle East, Japan, and South Korea, ensuring comprehensive support for its global clientele. Visit Kore.ai for more insights and information about their pioneering AI solutions.