What it is
Kore.ai is a broad enterprise platform for building AI assistants, for customer service and for internal use.
What you'd use it for
You would use Kore.ai to build agents that retrieve a customer's history, check policy and SLA rules, update systems, and resolve issues. It also ships packaged versions for banking, healthcare, retail, HR, and IT.
Examples of use
A customer writes in with an issue. A team has built an agent that retrieves their history, works the case, and resolves it from the first message through to close.
A case needs to be handled within set rules. Before the agent acts, it checks the company's policy and SLA rules so the outcome stays inside them.
A customer request is too broad for a single agent. A planner orchestrates several reasoning agents together to handle the whole request.
A bank needs support automation suited to its industry. The team deploys the packaged version built for banking rather than starting from a blank platform.
A company already runs the platform for customer service. It extends the same platform to employee, HR, and IT support without adding a new tool.
A regulated workflow leaves no room to improvise. The agent follows the set rules, with the platform's built-in governance keeping it inside them.
How it works
Kore.ai describes a composable agentic platform: reasoning agents, a planner that orchestrates several agents, connectors to enterprise systems, memory, and built-in governance.
How it compares
Kore.ai and Cognigy are the two leaders here. Kore.ai is the broader of the two, covering employee and back-office use cases as well as customer service, where Cognigy concentrates on the contact centre and voice.
What others say
A Leader in the 2025 Gartner Magic Quadrant for Conversational AI Platforms, and a Leader in The Forrester Wave for Conversational AI for Customer Service (Q2 2024).