Conversational AI firm Kore.ai has announced the launch of its Voice Gateway for Genesys Cloud CX, now available as a Premium Application on the Genesys AppFoundry. The integration aims at enabling enterprise contact centers to extend service availability across multiple voice and digital channels, said the company.
Genesys App Foundry is a marketplace for applications and integrations aimed at enhancing customer and employee interactions. The integration of Kore.ai's Voice Gateway is said to provide Genesys customers with the ability to improve customer service within their contact centers. By utilising generative AI (genAI) powered conversational IVR, the Voice Gateway aims to route conversations to suitable voice and digital channels, answer customer inquiries around the clock, and provide personalised self-service options.
The Kore.ai claimed that its Experience Optimization (XO) Platform integrates conversational AI, contact center AI, and Insights AI into a unified platform with the aim of aiding businesses to augment customer satisfaction, better operational efficiency, and achieve favourable business outcomes.
Earlier this year, Kore.ai said it expanded its platform capabilities by incorporating Large Language Models (LLMs) such as OpenAI's GPT-3 and other genAI technologies.
Raj Koneru, CEO and Founder, Kore.ai said, “As a Genesys AppFoundry partner, Kore.ai will strive to help our joint customers deliver outstanding customer experiences.” He added that the voice gateway, supported by generative AI and conversational AI, could become a critical differentiator for brands aiming to improve their market performance and competitive standing.