Agent AI uses generative AI models to automate workflows, offer real-time advice, compose interaction summaries, provide dynamic playbooks for agent guidance, and offer live coaching to improve customer satisfaction and increase revenue. Key features includes:

- _ **Next Best Action:** _
- _Enhance customer experience:_ Next-best action tailors service for each customer by analyzing individual interactions and their unique profile to increase satisfaction, loyalty, and customer lifetime value.
- _Offer value-added service:_ Analyze data from thousands of customer interactions to offer valuable insights based on customer behavior and preferences using generative AI.
- _Improve decision making:_ Set intelligent guidelines based on your company’s standards to help agents make informed choices to provide great customer experiences.
- _Increase agent utilization:_ Manage multiple chat inquiries concurrently, while maintaining conversation integrity and increasing agent performance.

- _ **Real-time Coaching:** _
- _Retain more agents:_ Intuitive real-time coaching improves job satisfaction, enhances morale, and reduces agent churn.
- _Understand natural speech:_ Adjust coaching to each specific conversation and situation with AI models designed to recognize natural language and speech patterns.
- _Guide agents with precision:_ Provide advice for specific challenges like pricing, competition, or escalations for accurate responses.
- _Teach new skills:_ Teach agents to handle any situation, enhance empathy, and have more engaging interactions with your customers.

- _ **Task Automation:** _
- _Accelerate query resolution:_ Elevate performance and simplify responses to customer inquiries by automating replies to ensure fast, accurate, one-click answers.
- _Approve automations:_ Maintain control over automated suggestions by enabling agents to customize or approve responses before sending.
- _Improve CX:_ Drastically reduce average handle time and improve customer satisfaction by using AI to automate account verification and other conversation-based tasks.
- _Reduce wrap-up time:_ Save time and improve record accuracy with automated interaction summaries that allow agents to simply review and click to submit.

- _ **Guided Playbooks:** _
- _Craft consistent conversations_: Update playbooks based on past interactions to ensure uniform, brand-aligned, and detailed customer communications from start to finish.
- _Improve real-time adherence:_ Automatically confirm when agents follow step-by-step guidelines in real time, ensuring they adhere to company standards and avoid compliance mistakes.
- _Assure brand compliance:_ Guide agents with set scripts to ensure every customer interaction meets your standards to protect and enhance your brand image.

- _ **Search AI** _
- _Increase agent productivity:_ Save your agents time and frustration by reducing the effort to manually search for information and answers.
- _Search effectively:_ Use the Kore.ai Retrieval Augmented Generation (RAG) engine to create more information-rich and customer-friendly answers to any question.
- _Assimilate data quickly:_ Easily add and update information with a single click to increase data integrity and decrease inaccuracies associated with manual data input.

- **Sentiment Analysis**
- _Work with emotion:_ Identify how your customers feel about your brand, products, and service experience to empathetically and appropriately respond to their needs.
- _Informed decision making:_ Arm your agents with data based on customer behavior to determine how they feel, for more empathetic and helpful conversations.
- _Improve overall satisfaction:_ Understand each customer’s state of mind to help agents ensure positive and successful outcomes, improving both CX and EX.

- **Agentic Copilot (Autonomous Agent Assist)**
- Agentic Copilot brings autonomous, end-to-end task execution to the Agent AI widget—automating responses, triggering workflows, and proactively engaging customers.
- Agents stay fully in control with real-time supervision, pause/override options, and editable AI-generated replies.
- This delivers faster, contextual, and empathetic customer support at scale without sacrificing human judgment.

- **Task Automation & Next Best Action:** Next-best action tailors service for each customer by analyzing individual interactions and automates replies to ensure fast, accurate, one-click answers.
- **Real-time Coaching:** Adjust coaching to each specific conversation & situation with AI models designed to recognize natural language and speech patterns.
- **Guided Playbooks:** Automatically confirm when agents follow step-by-step guidelines in real time also ensures adherence.
- **Search AI:** Use the Kore.ai Retrieval Augmented Generation (RAG) engine to create more information-rich and customer-friendly answers to any question.
- **Agentic AI:**  Agentic Copilot enables autonomous, context-aware customer conversations with full agent supervision—combining automation, empathy, and real-time control for faster, higher-quality support.