Agent AI uses generative AI models to automate workflows, offer real-time advice, compose interaction summaries, provide dynamic playbooks for agent guidance, and offer live coaching to improve customer satisfaction and increase revenue. Key features includes:

Next Best Action:
- Enhance customer experience: Next-best action tailors service for each customer by analyzing individual interactions and their unique profile to increase satisfaction, loyalty, and customer lifetime value.
- Offer value-added service: Analyze data from thousands of customer interactions to offer valuable insights based on customer behavior and preferences using generative AI.
- Improve decision making: Set intelligent guidelines based on your company’s standards to help agents make informed choices to provide great customer experiences.
- Increase agent utilization: Manage multiple chat inquiries concurrently, while maintaining conversation integrity and increasing agent performance.
Real-time Coaching:
- Retain more agents: Intuitive real-time coaching improves job satisfaction, enhances morale, and reduces agent churn.
- Understand natural speech: Adjust coaching to each specific conversation and situation with AI models designed to recognize natural language and speech patterns.
- Guide agents with precision: Provide advice for specific challenges like pricing, competition, or escalations for accurate responses.
- Teach new skills: Teach agents to handle any situation, enhance empathy, and have more engaging interactions with your customers.
Task Automation:
- Accelerate query resolution: Elevate performance and simplify responses to customer inquiries by automating replies to ensure fast, accurate, one-click answers.
- Approve automations: Maintain control over automated suggestions by enabling agents to customize or approve responses before sending.
- Improve CX: Drastically reduce average handle time and improve customer satisfaction by using AI to automate account verification and other conversation-based tasks.
- Reduce wrap-up time: Save time and improve record accuracy with automated interaction summaries that allow agents to simply review and click to submit.
Guided Playbooks:
- Craft consistent conversations: Update playbooks based on past interactions to ensure uniform, brand-aligned, and detailed customer communications from start to finish.
- Improve real-time adherence: Automatically confirm when agents follow step-by-step guidelines in real time, ensuring they adhere to company standards and avoid compliance mistakes.
- Assure brand compliance: Guide agents with set scripts to ensure every customer interaction meets your standards to protect and enhance your brand image.
Search AI
- Increase agent productivity: Save your agents time and frustration by reducing the effort to manually search for information and answers.
- Search effectively: Use the Kore.ai Retrieval Augmented Generation (RAG) engine to create more information-rich and customer-friendly answers to any question.
- Assimilate data quickly: Easily add and update information with a single click to increase data integrity and decrease inaccuracies associated with manual data input.
Sentiment Analysis
- Work with emotion: Identify how your customers feel about your brand, products, and service experience to empathetically and appropriately respond to their needs.
- Informed decision making: Arm your agents with data based on customer behavior to determine how they feel, for more empathetic and helpful conversations.
- Improve overall satisfaction: Understand each customer’s state of mind to help agents ensure positive and successful outcomes, improving both CX and EX.
Agentic Copilot (Autonomous Agent Assist)
- Agentic Copilot brings autonomous, end-to-end task execution to the Agent AI widget—automating responses, triggering workflows, and proactively engaging customers.
- Agents stay fully in control with real-time supervision, pause/override options, and editable AI-generated replies.
- This delivers faster, contextual, and empathetic customer support at scale without sacrificing human judgment.