Kore.ai Reviews

My main use case for Kore.ai is developing and deploying enterprise-grade AI agents and chatbots, which includes designing conversational flow, setting up intent testing, and evaluating LLMs that can integrate to automate customer interaction and streamline internal support workflows.

One specific example involved developing a demo virtual assistant designed to optimize internal support workflows and customer interaction testing. A key part of our workflow was evaluating how well different LLMs integrated with the platform and also rigorous intent testing implemented in that.

I think the best features about Kore.ai are how easy it is for a developer to use. For example, the drag-and-drop dialog builder is exceptional. Also, NLU and intent testing are also good.

When comparing it to other software, I think it is easy for a developer to build the agents, which helps significantly reduce time-to-market while keeping the architecture clean.

In terms of integration and flexibility, Kore.ai provides a significant advantage that makes it highly adaptable for complex enterprise environments. For example, API and back-end integration, authentication handling, and data mapping, etc. Also, multi-channel deployment flexibility is a feature as it is an omni-channel agent.

Kore.ai helps in operational efficiency and faster time-to-market, which is development velocity. Although it has had its cons, such as the platform being buggy and support not being that great.

One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software. We had a lot of issues with Kore.ai, and now we are trying to shift to other software.

Kore.ai has many cons, especially in that the platform needs to focus on stability as it is buggy. It is hard to find mistakes, as it is difficult for debugging, and it also slows down during heavy training.

Better guides would help, as the manuals explain what buttons do, but they lack good examples. It would help to have simple step-by-step guides showing how to write custom code or fix errors. Additionally, it would be better to have good support since the platform has serious technical glitches, and the customer support takes too long to fix them. The first reply usually offers basic tips instead of quickly sending the problem to senior engineers. Furthermore, I think the platform is expensive and is geared towards massive corporations. I think it needs to have cheaper basic pricing options so smaller teams can test out quick ideas without spending too much money.

I have been using Kore.ai for around one year.

Currently, I do not think Kore.ai is stable because previously it was.

Kore.ai has one of the best scalabilities in terms of handling massive growth in both user traffic and conversational complexity.

I think the customer support needs to improve, as it is inadequate right now. They do not resolve issues quickly and they do not forward it to senior engineers. Rather, basic support is provided.

I think there is a reduction in fallback rates. By fine-tuning hybrid NLU, the bot's ability to correctly understand user intent has increased significantly. I think it led to an approximate thirty to forty percent reduction in unhandled fallbacks.

I think people should focus on hybrid NLUs and not just use any large LLMs for everything. You can use a standard visual builder for important transactions to keep them accurate. Save the LLM features for unexpected questions or conversational fallbacks, and also prepare for the learning curve, as the platform is easy to learn for basic setups but hard for advanced coding.

My overall review rating for Kore.ai is six out of ten.

I used Kore.ai to make dashboards, widget creation, and I tagged some columns. I wanted to create dashboards to get all the details for policy, specifically to understand who are the legacy policy users and who are the Guidewire policy users.

The widget in our system was for the policy product. In that product, users were not able to see on a page how many users logged in today, whether a legacy person or Guidewire user logged in, or what changes or modifications they made. I created dashboard widgets so that legacy users and Guidewire users could track the changes they made in their policies.

I used Kore.ai for this purpose. Before that, I migrated from Kore.ai 10 to 11. I trained the model by adding utterances as training data and achieved almost 97% accuracy. After that, I started working on widget creation.

The best feature I have worked on is widget creation. I went through the entire chatbot workflow to create it, so I have a good understanding of that part. I appreciate the process of adding tags and fetching data by creating a dashboard.

For the admin side, they will get an audit that shows who logged in—legacy or Guidewire users—and what modifications they made. This helps them by seeing that dashboard rather than viewing each policy individually.

It impacted my organization by helping us move into being AI-native. Our organization is proving themselves that they are AI-native, and it helped a lot to show other clients that we have worked in AI.

I have worked only for six months on Kore.ai. While working on it, I haven't seen any area that needs improvement because I need to explore more in voice chat. I don't think there may be any improvement needed for that part as of my knowledge.

I want to work on voice AI chat, but I have not yet been involved in that. For that project, I was working on widget creation, training the model, and migrating from Kore.ai 10 to 11. Then I moved to a different project, so I couldn't explore that. This is a regret for me. In the future, if I get an opportunity with Kore.ai, I will definitely work on voice AI chat.

I have used Kore.ai for six months.

Kore.ai is stable.

Kore.ai is a scalable product. I think they can add more features, but right now I'm unable to recall something specific for improvement. Definitely, it's a scalable product.

The customer support was good. We connected two or three times and received full support from the customer support team.

I haven't switched to any other solution. I got Kore.ai first and worked on that only. It is a good product.

It is definitely a money saver and time saver.

I haven't evaluated other tools. Kore.ai was the first one, so our organization went with it.

For the process of adding tags and fetching data for dashboards on the admin side, admins will get an audit that shows who logged in—legacy or Guidewire users—and what modifications they made. This will help them by seeing that dashboard rather than viewing each policy individually.

I give a nine for the customer support. I will recommend Kore.ai to others. If anyone is looking for tools similar to Kore.ai, I will definitely recommend it. I will recommend it to someone if they are having issues or problems with other tools. I definitely want to explore more of this product. I gave this review a rating of seven.

In my past organization, I used Kore.ai for one of the projects over a period of approximately six to eight months.

Our main use case for Kore.ai involved building a Gen AI plus conversational AI project for a restaurant chain, creating a system similar to an IVR where customers could order food or reach out to customer service for any queries.

To illustrate how someone would use this system in the restaurant chain, they first call the restaurant and if they want to order a pizza, they say, 'I want a pepperoni pizza.' Kore.ai then asks what toppings they want and whether it should be thin crust or thick crust. Customers can also inquire about the menu items available, and if they order something that isn't available, they receive immediate feedback. Additionally, they can change their order dynamically, for example, canceling two medium-sized pizzas and ordering one large pizza. The conversation stays focused on the restaurant domain even if the caller mistakenly asks for unrelated items.

Kore.ai features a very interactive UI, allowing us to build a whole flow through drag and drop, which we connected with our Gen AI and LLM providers. While it takes time to test edge cases and scenarios, the overall process is easy and user-friendly.

Kore.ai offers many valuable features, particularly its extensive array of connectors, allowing easy integration with various ERP systems and the straightforward implementation of webhooks and APIs. The support team provides excellent assistance whenever we reach out.

In our project, we successfully used Zendesk as a ticketing system, which illustrates how the connectors made our work easier.

Specific outcomes from the project include faster order handling, which means clients no longer require personnel to manage every incoming call. Time is saved since the system displays all orders directly in the restaurant chain, making it easy for users to change their orders using their order ID.

I do not have much to add regarding how Kore.ai can be improved since it has been a long time since we last used it. There are other platforms that offer more features, but those come at a higher price. For our specific project scenario, Kore.ai suits our needs best.

I used Kore.ai for one of the projects over a period of approximately six to eight months.

Kore.ai is stable.

The scalability of Kore.ai is good.

Customer support is exceptional, as the team provides great assistance when we need it.

Before choosing Kore.ai, I evaluated other options, including Cartesia and another Indian company, although I cannot recall the names exactly after a couple of years. We analyzed a few platforms and created a report that was submitted to the client regarding our findings.

For those considering Kore.ai, I recommend trying it out first because they offer a free trial. It is a good way to determine if it meets your needs before committing to a payment, and it works well if you have similar use cases as ours. I rate Kore.ai a seven out of ten.

I have been using Kore.ai for several months for certification purposes.

My main use case for Kore.ai is a chatbot that I use for customers in the informatics area.

I do not use any other tasks or features in my chatbot beyond this primary use case.

The best features Kore.ai offers are that everything is centralized in an online platform and it is easy to use to build a production-ready chatbot.

The platform is easy to use because everything is very direct for implementation and all is on one page, which means it does not require extensive technical knowledge.

Kore.ai has positively impacted my organization. Although we did not use it for many use cases, we used it for one use case where I noticed significant improvements. It saved a lot of time in implementation. The proof of concept was very fast to implement and easy to develop.

I do not see any need for improvement in Kore.ai, as I found no challenges or missing features.

However, there could be more documentation in the latest versioning of the platform. I found that the previous documentation was outdated.

I have been working in my current field for four years.

In my experience, Kore.ai is not stable.

I do not know about Kore.ai's scalability and whether it has met my needs as my project grows or changes.

I did not communicate with Kore.ai customer support, so I have no experience to share.

Before Kore.ai, I used Microsoft, and I did not switch to Kore.ai. However, we also tested Kore.ai because it offered many tools ready to test.

I encountered some minor problems in the setup for the proof of concept, but nothing significant.

My company does not have a business relationship with this vendor other than being a customer.

I have seen a return on investment from using Kore.ai, as it saved time for the implementation project.

I did not get access to pricing, setup cost, and licensing information because my organization handled that for me in my previous work.

Before choosing Kore.ai, we also tested Amazon AWS, but it was not very effective.

I do not want to add anything else about the features, including integrations or analytics, as there is nothing else that stands out.

My advice to others looking into using Kore.ai is that they can try it because it can be the solution. I would rate this product a 7 out of 10.

We created a chatbot using Kore.ai that integrates the AI services it allows. For the travel insurance system, I created a chatbot where we read insurance policies using our AI system that we integrated into it, or we recommend insurance options. This serves as a user interface where people can type their questions to the chatbot, such as their age, income, or the type of insurance they want, including travel, car, or health insurance. The main focus we explored was reading insurance policies and providing AI suggestions on what users can do with these insurance policies. It simplifies how people read insurance policies by allowing them to upload it to our chatbot, and Kore.ai processes it in such a way that it prompts questions such as "Give me a question that would define how much money you can get from your insurance when you get into an accident or about life insurance." It tells users which part of the document pertains to how much they can receive and other factors. Users can also summarize the document as a whole, including the provider, details, and other specialized features that Kore.ai offers for insurance options.

Kore.ai positively impacted our organization through integration with Power BI for reporting, such as user numbers and automation. We observed how it integrated with our data analyst side, allowing us to automate reports. Kore.ai's main benefit was identifying the chatbot's potential to integrate into our processes and help us land more projects in the future. Although our industry has not extensively adopted it yet, it provided a clear pitch of how it could enhance operations, helping users navigate without relying on outdated documentation, providing summaries, and interactive queries.

Kore.ai was straightforward once we got to know it. Since it was new technology for us at the time, it took some learning because our team of four did not have any experience initially with Kore.ai. We only had experience with Microsoft Copilot chatbot or something similar. The first time we experienced this, it was great because the interface was drag and drop, and we could review the documentation. There was a learning curve, but it took us about a week to get started, and then we proceeded to create systems that read insurance policies using Kore.ai's AI system. By the second week, we were also recommending to our customers how they would approach their existing or non-existing insurance policies. Kore.ai helped us integrate a lot through documentation and trial and error, making it straightforward to integrate overall, resulting in a very good experience for first-timers.

Something that stood out to me was Kore.ai helping us integrate many other applications. The bot builder showed a similar feature with API integrations, proving we are not limited to interacting solely within the application. We can use API calls during development, integrating our API with OpenAI ChatGPT LLM. For example, we utilized a post request to send data to Power BI and sent emails to test the user experience for the chatbot's logs. There is much we can do with API definitions, allowing us to define several APIs that process information for us. I enjoy developing with Kore.ai because it enables integration with many tools.

We did extra investigation on Kore.ai's bot builder. One standout feature includes digital forms, digital views, and the task definition. We created around six tasks, including reading the document itself, which is straightforward. The dialogue tasks can be called from the APIs from the bot's interface. We refined tasks such as recommending travel insurance by diving into them with an intuitive drag and drop interface that provides excellent visibility into the flow. We also tried knowledge AI, which is beneficial for answering user queries although it was not the main focus of our project. We leveraged many features of Kore.ai, including natural language processing, and even though we ended up using an external API, it has good integration potential, especially with generative AI and LLMs facilitating various integrations.

Another feature I found valuable was the deployment channels we used, such as the web client. We integrated it directly into a website, which was significant help. We plugged in the URL and HTML code, managing domain access through whitelisting. It worked exceptionally well, and I was impressed by how easy it was to integrate the chatbot into our services. I have high expectations if we integrate it into platforms such as Telegram or Instagram, and I genuinely enjoyed setting up the web and mobile client.

I see opportunities for improvement, especially regarding integrations. It is positive that there are many channels, including Facebook Messenger and enterprise platforms such as Zoom or Slack, yet I think more could be done in chatbot deployment integrations. I am looking for further advancements between generative AI structures, allowing different LLMs to be utilized, and enhancing the intuitive interface. I believe an interface showing a sub-workflow could be valuable, as cluttered screens may hinder usability in complex industry flows, allowing a dialogue within a dialogue feature.

Regarding documentation, I believe it is sufficient, although there is space to improve the interface's appearance. Kore.ai's bot builder presents a vast white screen with build and deploy options, while the cluttered sidebar can be overwhelming upon expansion. Enhancements in presenting facts and utilizing white space would significantly improve user navigation.

The two points I deduct relate to the integrations, which were not as extensive as I initially expected. However, integrating using API calls in the bot builder is positive, and there is a need for better compatibility with other integrations. For instance, the knowledge base limits the capability if using an external LLM or vector database. While there is a small talk feature, it feels more gimmicky, focusing on predetermined responses rather than providing genuine chatbot interaction.

I have been using Kore.ai for only a few months at our organization. This was a feasibility project in which we were supposed to deploy our product. Our project at that time was a travel insurance system, and we had been developing the system for about half a year. We showed our product for evaluation to stakeholders.

Kore.ai shows impressive uptime, and we have not encountered any downtime during development. All four of us can access the development environment without issues, contributing to an overall great experience.

This is not a robust part of our production systems yet, but during our trials, we operate on the public cloud. We presented our proof of concept to stakeholders to demonstrate its potential. They are now discussing how to transition it to a private setup, but I am not privy to those details.

We have not reached out to customer support since we have not experienced any problems, which indicates good reliability.

Before choosing Kore.ai, we used Microsoft Copilot's chatbot, a virtual agent, among other options such as Azure AI Studio, as we have Microsoft integrations. We wanted to explore Kore.ai due to its intuitive use, clean interface, and great integration potential. After presenting Kore.ai, our higher-ups were pleased and are exploring integration, as we faced few issues with Microsoft's Copilot agents, but their lack of AI-interactive responses did not meet our needs, making Kore.ai a significant upgrade.

Kore.ai's bot builder is hosted on its own self-service SaaS platform. It is not dependent on any public cloud provider; we navigate inside the bot builder and deploy using their software, which handles all user interface matters. To deploy the bot on the web client, we went directly to the Deploy tab, configured our whitelisting for the website, and it functioned perfectly without needing to privatize our infrastructure.

This setup is not currently part of our production, so I can only relay feedback from our higher-ups regarding Kore.ai's potential to replace Microsoft's agents. They are looking into integration possibilities, so while I do not have specific numbers, the general sentiment is positive, suggesting substantial future investment.

My advice for potential Kore.ai users is to thoroughly read the documentation and follow tutorials while exploring the environment. It is an excellent tool for integrating chatbots into systems and has an intuitive interface that is easy to navigate, boasting high potential for usage in larger companies. I would rate this product an eight out of ten.

My main use case for Kore.ai is customer support automation, where I have been using it to fetch customer details and to add or update customer details. For example, I receive a call from a customer requesting his current details that are present in the system, and if the customer provides his phone number, I can retrieve that information efficiently. Using Kore.ai, I initiate the task through the chatbot, and then based on the response, I can proceed with the needed actions.

The best feature Kore.ai offers, in my experience, is the AI assistant, which allows me to query user details in any way so that it gets fed into the system effectively. The AI feature in Kore.ai stands out for me because it is particularly useful in a specific chatbot context; for simpler cases, querying and getting details is fine, but for complex tasks where a user feeds data into the system in any format, AI is very helpful in retrieving and inputting those details. Compared to other tools, Kore.ai provides a well-organized chatbot experience that others do not offer.

If Kore.ai can implement UI automations and similar features, it will be very helpful. I rated Kore.ai eight out of ten because of the potential for these additional improvements.

In my current field, I have been working for around seven years.

My advice to others looking into using Kore.ai is that if you are looking for chatbot solutions that are easily configurable by drag and drop and you are ready with your business scenario, then you can easily use Kore.ai to configure your chatbot effortlessly. I rate this product an 8 out of 10.

I have been using Kore.ai for two years. My main use case for Kore.ai is to automate incoming emails.

The best features Kore.ai offers include an easy interface, which was facilitated by the effective training that I received. Kore.ai has positively impacted my organization by simplifying the process of responding to emails and streamlining the workflow, saving me considerable time.

Kore.ai works fine and does not need any improvement.

I have been working in my current field for six years.

Kore.ai is stable.

The scalability of Kore.ai is good.

Customer support for Kore.ai is good.

Before choosing Kore.ai, I evaluated other options.

I have definitely seen a return on investment because I saved time.

My experience with pricing, setup cost, and licensing was that everything was easy and straightforward.

My advice to others looking into using Kore.ai is that it is a good system. I would rate this review 9 out of 10.