A comprehensive comparison of conversational AI platforms

Conversational artificial intelligence—technology that enhances human-machine interactions through voice or text—has become a vital tool for business. This technology has the power to revolutionize a variety of business areas, including customer service, sales, marketing, and employee productivity. By automating tasks, providing personalized recommendations, and delivering insights, conversational AI can significantly improve business performance.

Choosing your conversational AI platform

However, choosing the right platform for your specific needs can be a difficult task. There are various factors to consider such as ease of use, features, support and price. This post will compare the two leading platforms in this domain, Kore.ai and Intercom, focusing on their strengths and weaknesses. Our comparison is based on user reviews from G2, a trusted platform for software reviews and ratings from users of Conversational AI platform solutions and other software companies.

Kore.ai: A recognized global leader in conversational AI platforms and solutions

With a solid reputation as a global leader in enterprise conversational artificial intelligence, Kore.ai is trusted by businesses of all sizes and business verticals. The Kore.ai conversational AI platform is designed to automate voice and digital interactions, creating extraordinary experiences for customers, employees and contact center agents.

Kore.ai’s Experience Optimization (XO) platform is a comprehensive conversational AI toolkit. It includes various tools for designing, testing, training, deploying, analyzing and managing Intelligent Virtual Assistants (IVA). The platform uses multi-engine natural language understanding (NLU) techniques and intelligence capabilities to understand user intent and provide rapid resolution.

Main features Kore.ai platform includes:

Personalization: Kore.ai allows businesses to customize their IVAs based on brand identity, tone of voice and customer preferences. This includes the use of dynamic variables, context-aware responses and sentiment analysis to tailor the conversation to each user.

Omnichannel communication with customers: With Kore.ai, businesses can deploy their IVAs to communicate with customers across multiple channels, including web, mobile, voice, social media, messaging apps and smart devices.

Integration with databases and third-party systems: Kore.ai offers seamless integration with various enterprise systems such as CRM, ERP, HRMS, BI and RPA. Businesses can also use pre-built connectors or APIs to connect to third-party services and data sources.

Human-in-the-Loop: If the IVA cannot handle the request or if the user requests it, Kore.ai offers the option of transferring the conversation to a human agent. Features such as live chat or co-browsing can be used to enhance human-agent interaction.

Chatbot Analytics: Kore.ai offers a comprehensive dashboard that provides insight into the performance of your IVAs. You can track metrics such as usage, engagement, satisfaction, resolution rate, error rate, feedback, and trends. This is further enhanced with conversation analytics to identify gaps, issues and opportunities for improvement.

G2 reviewers found Kore.ai easy to use

G2 reviewers have found Kore.ai to be easier to use, set up and administer than Intercom. Reviewers also prefer doing business with Kore.ai and believe that Kore.ai better meets their business needs than Intercom. When it comes to ongoing product support, reviewers find Kore.ai to be the preferred option. Additionally, reviewers prefer the direction of Kore.ai’s feature updates and roadmaps rather than Intercom.

Intercom: Customer service software with messaging and automation

Intercom software aims to redefine how businesses support their customers. The platform connects businesses directly with customers using messaging and automation.

Key features of the intercom platform include:

Customization: Intercom allows you to customize your messenger according to your brand identity, tone of voice and user preferences. You can also use dynamic variables, emoticons and gifs to make the conversation more engaging.

Live Chat: Intercom allows you to chat with your website visitors and app users in real time. You can also use bots and automation to qualify leads, book appointments, and collect feedback.

Integrations: Intercom offers seamless integration with various tools and platforms such as Salesforce, Shopify, Slack, Zoom, and Mailchimp. You can also use APIs and webhooks to connect to other services and data sources.

Route to Human: Intercom provides the ability to route the conversation to a human agent when the bot cannot handle the request or when the user requests it. You can also use Team Inbox, Tasks, and Collaboration features to manage your support team.

Analytics: Intercom offers a comprehensive dashboard that provides information about the performance of your messenger and bots. You can track metrics like conversations, response time, satisfaction, resolution speed, feedback, and trends. You can also use segmentation and reports to analyze your customer behavior and feedback.

Why Kore.ai is the conversational AI platform of choice

Both Kore.ai and Intercom are powerful conversational AI platforms that can help businesses improve customer service, sales, marketing and employee productivity. However, Kore.ai clearly stands out as a more comprehensive and flexible solution.

G2 reviewers found Intercom to be a more complex and expensive solution compared to Kore.ai. They also reported problems with the functionality of the intercom bot and the quality of support.

Kore.ai’s powerful natural language understanding techniques and intelligence capabilities enable it to understand user intent and provide rapid resolution. The platform’s focus on personalization, omnichannel capabilities, integration, human cycle options, and analytics make it an ideal choice for businesses looking to drive voice and digital interactions across multiple channels and systems.

Moreover, Kore.ai’s ease of use, setup, and administration, along with ongoing product support and clear product direction, make it a desirable option for businesses looking to invest in a conversational AI platform. Offering a more cost-effective and simplified solution than Intercom, Kore.ai is the best choice.

Ultimately, the best conversational AI platform for your business depends on your specific needs, goals, budget, and preferences. However, when considering the strengths and weaknesses of both platforms, it becomes clear that Kore.ai’s comprehensive and flexible approach to conversational AI makes it the best choice for businesses looking to revolutionize customer service, sales, marketing and employee productivity. It is worth noting that Kore.ai continuously integrates advances such as Large Language Models (LLMs) and Generative AI. These state-of-the-art features were instrumental in enhancing Kore.ai’s no-code capabilities, reducing the time required to discover, design, train, test, and deploy intelligent virtual assistants (IVAs) intent. With Kore.ai, you can be confident that you are investing in a platform that delivers exceptional results and an extraordinary experience for your customers, employees and contact center agents.

To learn more about how Kore.ai can help your company, sign up for a free trial below: