The Kore.ai Experience Optimization platform is an enterprise-grade end-to-end Conversational AI platform. It offers a no-code interface to design, build, test, deploy, and manage AI-first Virtual Assistants and Process Assistants to automate front-office and back-office business interactions. It optimizes customer and employee experiences alike with various use cases. The no-code capabilities are ideal for business users and nondevelopers to build AI-powered assistants to automate low-value and high-volume business interactions. The platform supports over 35 voice and digital channels. The voice and digital channels include enterprise and social messaging apps such as Microsoft Teams, Slack, WhatsApp, SMS, and email.

The XO Platform blends Conversational AI and Digital UX. The primary components of the platform are the Virtual Assistant Builder and Process Assistant Builder.

The Virtual Assistant Builder caters to the various phases of the virtual assistant development life cycle. It is used to design, build, train, test, deploy, and manage virtual assistants rapidly. Knowledge AI capability extracts structured and unstructured data automatically from various documents, saving the effort of data ingestion.

The Process Assistant Builder lets you build multiuser, multistep workflows to automate your critical business processes. The drag-and-drop interface with advanced tools simplifies the development. It offers multiple trigger options to use at your convenience. You can accommodate complex business logic, multilevel approval flows, and build dynamic digital forms using the comprehensive tools offered by the platform.

The platform connectors can be integrated to the backend system for exchanging information about customers, products, transactions, or any other relevant information. The virtual assistant and process assistants use this information to address user requests. Message middleware addresses the end-to-end encryption of data.

The natural language processing (NLP) capability of the platform enables it to process the user conversation and identify the intent, extract the entity, and process the user’s request. The platform also has an intelligence framework to understand the user’s context, to handle complex conversations involving multiple topics, and to personalize the interactions.

The enterprise integration framework is used to handle orchestration, authentication, transportation, and mediation for applications that might consist of multiple communication protocols or technologies. Bot SDKs can be used to embed Kore.ai’s widget into customer applications to enable end users to interact with their application. Also, the API-enabled service provides interfaces that are defined and used in the interactions between platform components.

The platform also provides other required additional components to make the virtual assistants scalable and secure. These components can be used for provisioning and restricting access to virtual assistants, managing deployments, and taking advantage of real-time actionable insights.

The reference architecture and validation provided in this white paper is for the Kore.ai XO Platform.