The Green Sheet Online Edition
March 3, 2023 • 23:03:01
Boost customer, employee experience with digital assistants
Kore.ai, an enterprise conversational AI software platform and solutions company, launched RetailAssist, a conversational commerce assistant solution designed to enhance customer and employee experiences while building loyalty and reducing churn. By leveraging a range of technologies, including self-service automation, personalization and omnichannel fulfillment, the solution can streamline onboarding, day-to-day operations and customer support, stated Raj Koneru, CEO and founder at Kore.ai.
"RetailAssist brings together competencies that enable our retail clients to innovate and scale their digital self-service use cases faster," Koneru said. "With the ability to offer conversational intelligent virtual assistants that support the customer journey from start to finish, the solution empowers retailers to tap into the AI-powered conversational commerce today."
Gopinath Polavarapu, senior vice president and general manager at Kore.ai, agreed, stating that RetailAssist has the potential to transform the in-store shopping experience. "Personalization for web and mobile apps should be a top priority to transform online shopping experiences," he said. "Kore.ai has built an intelligent AI-native chatbot that allows consumers to search and discover products while simultaneously asking intricate questions to personalize the right products and services based on their customer profile, inventory status and promotions."
Next-gen chatbot technology
Koneru went on to say RetailAssist leverages next-generation language models like GPT-3 and the technology behind ChatGPT, to elevate the sales associate and customer experience. The digital shopping associate personalizes each interaction with a customer, he added, while helping store associates provide excellent customer service right out of the gate.
"The RetailAssist digital associate AI-chatbot helps customers find the right products, get self-service support, check product compatibility, get the order status, returns, manage appointments in web and mobile apps, and provide recommendations to customers based on their spend profile, demographics, geography, inventory availability, web and social profiles," he said. Koneru additionally pointed out that the digital assistants use advanced automated technologies to enhance voice and digital interactions for self-service and live-assisted customer support operations in stores and contact centers. These intelligent assistants also help sales associates and customer service representatives by offering suggested responses, next best actions, action fulfillment and post-interaction wrap summaries, he added.
Venkat Gopalan, chief digital and technology officer at Belcorp, noted Kore.ai's conversational AI platform has a sophisticated NLP engine, which facilitates a fast roll out across numerous channels. "The speed at which we were able to move to market is a testament to the value of the Kore.ai platform," he said.
Omnichannel engagement, support
Kore.ai representatives noted that RetailAssist is an omnichannel solution designed to enable retailers to meet their customers wherever they are, while providing value-added services that can enable users as follows:
- Streamlined order fulfillment: Serve customers on their preferred channels while assisting with all aspects of order fulfillment. Customers can search for new products, place orders, track order statuses or initiate curbside pickups from the channel of their choice without the need for a human agent.
- A unified commerce experience: Provide in-store and online support, which enables them to seamlessly transition across online messaging channels and continue transactions in stores. A conversation that begins online can continue with a virtual or in-store associate, who will have detailed familiarity and context of the shopper's journey.
- AI-Driven solution: Have a solution that is ready to deploy, with pre-built retail use cases and a low code/no code platform. The RetailAssist solution simplifies configuration and deployment, and users can select and customize workflows, integrations, customer segments and other options within a remarkably fast time to market.
"The RetailAssist employee assistant informs workers about everything happening in the store - whether it is customers waiting curbside, someone seeking an expert in the store or enabling upselling and cross-selling of products and services," Koneru said. "It is also pre-trained to handle employees' HR, administrative, IT and operations related queries and comes with out-of-the-box integrations with the retail enterprise applications ecosystem." 
Website: https://kore.ai Contact: support@kore.ai
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