UPDATED 08:00 EDT / JANUARY 28 2025

AI

Kore.ai’s newest AI agents elevate business process automation to the next level

Kore.ai Inc. is doubling down on artificial intelligence agents with the launch of a new, “no-code” platform for creating customized models that can automate knowledge-intensive operations.

The company said AI for Process can be used by enterprise workers to quickly create, deploy and manage customized AI agents or agentic applications that have the ability to understand context, assess what needs to be done and make complex decisions based on those assessments.

As a result, enterprises and other organizations will be able to quickly and securely automate complex work processes that would previously have been done manually by humans, the company says.

Kore.ai is no stranger to AI development. The startup, which raised $150 million in capital last January, is best known for its Experience Optimization or XO platform, which can be used by people without coding knowledge to create AI applications rapidly. The platform was primarily focused on building AI chatbots, and later expanded to virtual assistants and recommendation systems.

Its platform uses a drag-and-drop interface that allows users to simply put together the various components needed to create simple AI chatbots and apps, such as their prompts, messages and thought processes.

The company later expanded to the realm of AI agents with the launch of its Generative AI and LLM Platform for Enterprises, known as GALE. AI agents are more sophisticated AI models that can be taught to perform more complex tasks without any intervention from humans. It then debuted AI for Work, a platform that enables users to customize ready-made AI agents for information retrieval, human resource management, information technology support, recruitment and more.

AI for Process is the next iteration of that, and it’s all about solving problems around process automation, which refers to the use of technology and software that can design, execute and control workflows and business processes independently from humans. Process automation tools and designed to mimic human capabilities in order to complete repetitive organizational functions, especially in well-defined, rule-based scenarios. Examples include automated ticketing systems, data entry tasks, product recommendations, risk modeling and invoicing, which can all be automated using these systems.

Kore.ai wants to build on these systems, and it says they can be improved because traditional process automation tools struggle with decision-making and lack the ability to scale beyond a certain point. It claims AI for Process can overcome these challenges by shifting away from rules-based automation to intelligent orchestration powered by AI agents.

The new platform relies on agentic retrieval-augmented generation techniques, which enables large language models to tap into proprietary company data to expand their knowledge. This combination of agentic AI and enhanced knowledge means AI for Process can create agents that are better able to understand, reason and adapt, reducing the need for human input.

Kore.ai says it’s bringing automation to a new class of business processes, with a range of specialized agents available that can be customized to handle some very specific organizational tasks. For instance, AI for Process includes Orchestrator Agents that are able to coordinate workflows, and Reasoning Agents that can handle complex decision-making. There are also Task Agents for automating workflows, Knowledge Agents that can process enterprise data, and finally API Agents that can handle system integrations.

Using AI for Process’ Agent Evaluation Framework, users can assess the capabilities of these agents and work out the best combinations required to automate new business processes. The platform provides tools for evaluating execution plans, tracking their milestones and achievements, analyzing the decisions made by AI agents, tools for analyzing possible risks that might arise from their use, as well as deployment and management systems.

As with everything Kore.ai makes, the platform’s development environment is based on a visual design workflow, so no coding skills are required. It offers more than 65 prebuilt prompt templates plus features for testing, validating and deployment.

It can integrate with commercial and open-source large language models, so customers can use the best AI model for each task. It supports all three major public cloud platforms in Amazon Web Services, Microsoft Azure and Google Cloud, and there are dozens of prebuilt data connectors available.

Kore.ai founder and Chief Executive Raj Koneru said traditional enterprise process automation has always been limited because of the constraints of rigid, rule-based systems that cannot work autonomously. Though they did save some time, there was still the need for human oversight, which means they can only be so useful, he explained.

On the other hand, Kore.ai gives companies access to advanced AI models capable of evaluation and reasoning, he said. “We’re ushering in a new era where intelligent AI agents can independently manage business processes, reducing over-reliance on human support,” he promised.

According to Kore.ai, the AI for Process platform has already been used by early adopters to build AI agents for applications such as customer support, loan applications, “Know Your Customer” processing, support ticket analysis, automated knowledge creation, contract analysis and proposal generation.

Those early adopters have benefited from 40% to 60% faster processing times, 35% to 45% operational cost savings, and an average 60% reduction in human review dependency, the company says.

Image: SiliconANGLE/Meta AI

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