Name that Persona
Manages business operations for contact center including agents workforce planning all voice and chat interactions
Who is the Service Persona
These help Supervisors view Agent activities, and manage routing and queuing...
What are Supervisor/Manager Dashboards
I'm experiencing high rep turnover and training costs...
What is AgentAssist
What about the Kore Platform makes it a competitive differentiator?
It's the "land" that businesses can build different Virtual Assistants and Process Assistants on, making us scalable and personalized.
Owns the contact center tech stack and overall budget
Responsible for the implementing and managing software,
Who is the IT Persona
AgentDesktop - What it does and one benefit
Omnichannel Desktop that provides support and a contextual handoff to reps during service interactions.
Benefits - Reduces time to resolution, increases rep job satisfaction, Flexible Workspace (Customize widgets & workspace), Collaboration available (Internal)
AI-first virtual assistant for patients, providers, agents, and employees
What is HealthAssist
My contact center has high operating costs...
*DOUBLE JEOPARDY* - What persona would you pitch this to?
What is SmartAssist
The IT/Technology Persona (CIO,CTO, Director of IT, etc)
What is NPS?
Net Promoter Score - Measure the loyalty of customers to a company.
May have control over both service and IT Operations
Responsible for strategy formulation and management for entire organization.
Who is the Operations/Strategy Persona/ (COO/CSO)
Why is Experience Optimization important to businesses today?
It's how they acquire and retain customers, and increase their revenue and NPS score.
Bonus - Today's consumer is highly enabled by tech, and often researches a business online before ever reaching out to do business. Experience can often times be the greatest differentiator between products/services, and drive a deal to close.
This product has over 200 prebuilt workflows...
What is BankAssist
My clients need 24/7 assistance with their financial transactions...
What is BankAssist
What is NLP?
*DOUBLE JEOPARDY* - How many does Kore have?
Natural Language Process - A form of AI that helps machines understand the human language by processing text in a literal sense.
Kore has 3 NLP's - making it require less input and oversight to get more accurate data FASTER.
Works to foster customer loyalty and satisfaction with high quality interactions at each touchpoint
Works closely with marketing, sales, and service teams to develop cx initiatives and drive action across org
Has a broader company wide view of the customer journey from acquisition through retention.
Who is the Experience Persona / The CXO
Name 3 key differentiators Kore offers...
*DOUBLE JEOPARDY*
3 NLP's, No Code Platform, CX and EX tools, a platform to lay the foundation for prebuilt or customized VA's and PA's, Setup On-Prem in Cloud or Hybrid, vertical and horizontal alignment...
Super Technical One: Machine Learning utilizes the Knowledge Graph (thinks of what you might ask the VA for next, along with other relevant topic info.)
AI-powered conversational cognitive search assistant for internal or external use cases
What is SearchAssist
I want to increase my employee engagement...
(i.e. - surveys, checkins, etc)
What is HRAssist
What is NLU?
Natural Language Understanding - A form a AI that focuses on extracting the context and intent from text. (aka what the text means.)
Leads the vision, strategy and roadmap for customer service tools and tech (including the CRM, Ticketing Systems, Workforce Management)
Goals
Building and maintaining an effective tech stack ecosystem with exceptional data integrity for reporting and analysis.
*DOUBLE JEOPARDY* - This one is tricky
Who is the CS Ops Persona
Explain how Kore is both Vertically and Horizontally aligned...
*DOUBLE JEOPARDY*
We can plug into many different industries and functions.
i.e - We can target the HR, IT, and Service functions inside of the Healthcare industry.
AI-Powered collaborative workspace for employee experience optimization
What is WorkAssist
My IT team is spending a lot of time on low-value activities...
What is ITAssist
What's the difference between a Virtual Assistant and a Process Assistant?
VA - Customer Led Interaction and Unstructured
PA - Business Led Interaction and Structured