Kore.ai has developed a GenAI-powered conversational IVR for the Genesys Cloud CX platform.
The "Voice Gateway" solution detects intent before automating the query upfront or passing the customer through to a relevant live agent.
In doing the latter, the conversational IVR may also gather information for the agent upfront to streamline the subsequent interaction.
Interested customers can access the application on the Genesys AppFoundry, a marketplace of solutions offering applications and integrations to boost customer and employee experiences.
Raj Koneru, CEO and Founder of Kore.ai, commented on the launch of Voice Gateway on Genesys AppFoundry: "As a Genesys AppFoundry partner, Kore.ai will strive to help our joint customers deliver outstanding customer experiences.
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.
Voice Gateway routes conversations to voice and digital channels, answers customer queries 24/7, and provides personalized self-service.
It also allows customers to quickly deploy the technology using the minimum required Genesys platform components.
Moreover, it features Kore.ai's latest GenAI capabilities. These include auto-generating bot flows, auto-suggesting intents to automate, and building a bot persona - among many others.
Various LLMs can power these use cases after Kore.ai became one of the first conversational AI providers to announce the incorporation of multiple generative AI technologies into its platform.