kore.ai key links
satya - 11/2/2025, 2:30:03 PM
Focusing mainly on diagrams
Focusing mainly on diagrams
satya - 11/2/2025, 2:31:00 PM
A figure from there
satya - 11/2/2025, 2:37:05 PM
image from there
satya - 11/2/2025, 2:52:35 PM
A quick pic from there
satya - 11/2/2025, 3:01:49 PM
a pic from there
satya - 11/3/2025, 11:31:01 AM
From there a pic
satya - 11/15/2025, 11:11:11 AM
Genesys is...
- Genesys is fundamentally a contact center solution first.
- It's built deeply around ...
- telephony,
- routing,
- agent management,
- and all those traditional call center channels.
- .........
- So while it does support things like web chat and messaging, it?s not really designed from the ground up to be a truly cross-channel, multi-modal AI platform in the same way Kore.ai is.
satya - 11/15/2025, 11:14:10 AM
Why build an agent with Kore.ai?
- Kore.ai lets you build an AI agent once and deploy it to:
- ...........................................
- Genesys voice
- Genesys chat
- Website chat widget
- Mobile app
- SMS
- MS Teams
- Slack
- Zoom contact center
- NICE CXOne
- Webhooks, IVAs, IVRs
- Your own homegrown workflows
satya - 11/15/2025, 11:20:18 AM
Some anticipated advantages of Kore.ai
- Kore.ai means you have a platform that?s a bit more specialized in building and managing AI agents.
- It gives you a richer set of tools for creating and managing those AI interactions, testing them, and deploying them,
- and it might give you more agility in how you roll out new AI capabilities.
satya - 11/15/2025, 11:23:00 AM
is Kore.ai has advantages compared to Genesys for answering....
- Kore.ai is built from the ground up as an AI-first platform.
- it has a whole suite of tools specifically designed for building, testing, and fine-tuning conversational agents.
- You get more sophisticated dialog management,
- better bot lifecycle management,
- and a more flexible environment for integrating different AI models or adding in more advanced conversational flows.
satya - 11/15/2025, 1:21:26 PM
Background summary
- Wanted to see the role of Kore.ai in an enterprise.
- It is mentioned when one thinks of NLP (Natural Language Processing) and chat bots that customers use to get their questions answered usually without talking to an agent.
- Customers may use IVR, web, mobile, SMS etc to interact with a corporation. This unified approach is called omni channel experience.
- When enterprises seek out implementing contact centers, they buy multiple products and integrate them like a traditional on premise software via Telephony, Routing, Auto answering etc. Now there are products that are targeting this as a cloud based service called CCaSS (Contact center as a service). Genesys is an example.
- While Genesys handles that front end interaction across the channels (esp IVR), Kore has tradnitionally addressed NLP and backend integration to answer without human intervention.
- If each channel is a socket in the CCaSS, then Kore becomes the plug that fits into all those sockets and handles the right hand side.
- As expected there are overlaps in their functionality.
- Similarly NLP is now superceded by GenAI
- So Kore has SIGNIFICANT overlaps with GenAI tools like MS CoPilot, Claude, Gemini etc. The agentic way of handling things.
- Given all this how to position these 3 tools?
satya - 11/15/2025, 1:33:57 PM
Quick read
- Yes the many-socket and plug model for Genesys and Kore makes sense
- The number of channels are MANY
- Developing in Kore will expose that capability to the MANY channels. As Kore "being the plug" manages all those "interfaces" with the front Genesys
- If you were to develop otherwise, you may have to develop those "individual" interfaces.
- Although Genesys will increasingly try to do the same, this distinction between the two is fairly clear so far.
- ....So exposing the "enteprise" to the channels, the body is the Kore, the mouth is the Genesys
- .................
- Now coming to the backend and inside the enterprise, and outside the channels....
- As of now, direct GenAI tools are making things possible that are outside of the API automtion
- This is clearly BPM space, the work flows, particularly "dynamic workflows"
- Kore.ai is presenting itself as playing role for both older work flows and the newer dynamic work flows with tools to develop, monitor, deploy
- Doing so it will directly compete with the new Agentic Tools due to their existing infrastructure of development and deployment
- This space is unclear for a couple of reasons. There 10x more companies that are innovating in this space. Kore.ai is just one. Likely the GenAI native companies will lead this space. Secondly Kore.ai may be bogged down by their existing technologies to innovate sufficiently
- Given that, if you have Kore, for non conversational and non-channels, you may consider it like any other GenAI provider and analyze it so.
- Further, the suitability of "dynamic workflows" for business automation compared to fixed workflows of NLP and APIs, is still to be explored of their effectiveness.