Before using Kore.ai, Nova KBM was using an integrated contact center platform with a simple chat feature. However, as the processes weren’t completely automated, most of the automated chats were still transferred to the agents. Their vision was to look for a solution that could enable complete automation of the contact center chat requests using AI-driven intelligent virtual assistants instead of basic chatbots. This is when Nova KBM partnered with Kore.ai to help and transform Nova KBM’s customer experience with AI.