Kore.ai and Zendesk Integration Enables AI-driven Conversational Customer Service

Virtual assistants are gaining popularity in contact centers as they provide an efficient and cost-effective way for businesses to manage customer interactions.  

In the contact center space, virtual assistants handle those routine tasks such as answering frequently asked questions, providing basic product information and directing customers to the appropriate department or representative. They are also used to gather customer information and provide personalized recommendations based on that data. 

Now, Zendesk customers have access to virtual assistants because of Kore.ai’s integration of its conversational AI XO Platform with Intelligent Virtual Assistant automation for Zendesk Sunshine Conversations, a messaging platform for innovative conversational experiences. 

Kore.ai XO Platform is a conversational AI platform that offers a blend of conversational AI and digital user experience. The low-code platform provides a secure and scalable end-to-end solution to design, build, train, test, deploy and manage AI-powered virtual assistants. 

The integration allows businesses to develop and launch integrated intelligent virtual assistants that automate customer interactions using Zendesk Sunshine Conversations to resolve user questions and tasks. The intelligent virtual assistant can also transfer the customer to a human agent on Zendesk when queries are too complex or when there is a high-value transaction occurring. 

Companies that use the Kore.ai XO Platform with Zendesk Sunshine Conversations gain total control over their customer experience with no-code deployment and multi-lingual support for over 100 languages. Customers receive 24/7 self-service support, even when live agents are not available. 

Other benefits of the integration include the proven ability to contain up to 90% of customer requests, reduced average handling times by as much as 50% and the ability to learn from customer interactions and apply this learning in future conversations. 

With the Kore.ai XO Platform and SmartAssist integration for Zendesk Sunshine Conversations, available on the Zendesk marketplace, the customer service process is streamlined for Zendesk customers. 


Edited by Greg Tavarez