Raj Koneru on customer experience
From Kore.ai | Intelligent Virtual Assitants | Raj Koneru, CEO & Founder | 'Innovators with Jane King' · · LilaMaxMedia
“I'd say about 60 to 70 percent of the customers focus on improving the experience for their customers — typically it would be a telecom company or a bank or a retailer who has a large consumer segment, so they use conversational assistants to improve post-sales service and automate interactions like answering simple questions or providing balance information.”
On , Raj Koneru, Cofounder at Kore.ai, spoke about customer experience during Kore.ai | Intelligent Virtual Assitants | Raj Koneru, CEO & Founder | 'Innovators with Jane King' on LilaMaxMedia.
About Raj Koneru
Raj Koneru, CEO and founder of Kore.ai, discussed the company's work in conversational AI and digital user experience during an August 2020 interview on "Innovators with Jane King." He said Kore.ai, founded in 2014, focuses on helping enterprises transform interactions with customers, employees, and partners from UI-based to conversational experiences. Koneru noted that about 60 to 70 percent of customers use the technology to improve customer service for sectors like telecom, banking, and retail, automating tasks such as answering simple questions and providing balance information. He also described a partnership with Blue Prism, where Kore.ai's conversational AI platform integrates with Blue Prism's robotic process automation (RPA) to execute back-end processes. Koneru stated that natural language processing (NLP) has improved significantly over the past five to seven years, with accuracy levels reaching 95 to 96 percent, which he said is 11 to 27 percent more accurate than traditional NLP models. He highlighted products like Quora, an employee assistant that can manage calendars and book meetings, and SmartAssist.ai, which automates phone calls to 800 numbers. Koneru said the technology enables companies to free workers from mundane tasks by automating routine interactions, and he emphasized that conversational experiences have become more natural and empathetic due to advances in NLP and sentiment analysis.