Kore.ai has launched an “industry-first” dedicated generative AI (GenAI) application platform: GALE.
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GALE empowers enterprises with a playground to build, test, and optimize GenAI applications that augment and transform business processes.
While Kore.ai is best known for its Magic-Quadrant-leading XO conversational AI platform, which is often implemented within contact centers, the use cases for GALE are much broader.
Indeed, enterprises can use the platform’s no-code interface to develop apps that streamline business-wide operations, increase productivity, and/or deliver enhanced customer experiences.
That goes far beyond customer service functions, as businesses may also build apps that streamline supply chain management, resource management, finance, etc.
Such apps may facilitate significant, long-term business value. However, GALE will also help in the delivery of disposable applications, which are speedily developed software apps that temporarily serve a specific purpose.
Businesses can build these for all types of use cases, such as provisional email services, outreach campaigns, or data transformation initiatives.
In addition, they may leverage, customize, and action preconfigured templates for generating conversation summaries, retail and sales content, email campaigns, and more.
Yet the possibilities extend much further, with Kore.ai referring to the platform as the “Swiss Army knife of the enterprise” not only because of its high ease of use but also because of its broad application.
What’s Inside the GenAI Playground?
GALE has four foundational elements: a no-code flow builder, Model Hub, Prompt Studio, and AI Agents.
The flow builder serves up a drag-and-drop flow interface – as shown below – to accelerate the creation of complex workflows and apps while lightening the developer load.
After designing those workflows and apps, users can leverage the Model Hub to apply, test, and refine their chosen GenAI model.
In doing so, they can choose from 30+ LLMs, including community, open-source, and finetuned models. Moreover, the vendor allows users to apply different models to different apps to optimize their performance.
The Prompt Studio also enables performance optimization – even across its library of preconfigured use cases – by allowing brands to create their own prompts and tailor GenAI outputs.
In addition, the Studio allows developers to test the performance of each prompt by utilizing in-house data for further enhancement.
Lastly, AI Agents help automate complex tasks within apps and workflows.
Yet, there’s more beyond these four foundational features, including the ability to connect “seamlessly” with enterprise data and establish guardrails that continuously scan inputs and outputs.
Such scanners help developers to wrap a boundary around their AI Agents, apps, and workflows that ensures they don’t act in unexpected ways.
According to Vaibhav Bansal, Vice President of Everest Group, an offering that contains all these features has significant potential in the enterprise.
“Enterprises need access to the best-performing foundation models, provision to bring their own models, guardrails to ensure fairness and data security, the ability to finetune models on enterprise data, and preconfigured GenAI libraries and frameworks for different use cases,” he said.
Enterprise-grade GenAI platforms that support such features promise an exciting future and have the potential to be the one-stop suite for all enterprise AI needs.
That aligns closely with Kore.ai’s summary of the platform as a “Swiss Army knife of the enterprise” and a “catalyst for change.”
The Overarching Goal: To Help Enterprises Scale GenAI
Kore.ai claims that GALE can cut the AI development cycle by up to 50 percent, allowing businesses to move from ideas to production faster.
In doing so, Kore.ai hopes to help more enterprises adopt GenAI at scale, a feat that only 11 percent of companies have achieved so far, according to a recent McKinsey & Co. report.
Moreover, the vendor aspires to broaden its base further beyond CX operations with an “end-to-end” GenAI platform. In doing so, it strives to “challenge” the dominance of tech giants like Google, Microsoft, and Amazon in GenAI development.
As Raj Koneru, Founder & CEO of Kore.ai, said: “GALE addresses the fragmentation and limitations within the current ecosystem.
None of the hyperscalers or other GenAI app providers offer customers an end-to-end capability to experiment with a range of LLM or SLM models to develop, deploy, and manage sophisticated GenAI apps. GALE does.
Already, over 100 companies have leveraged GALE – in beta – to create GenAI apps. These companies span banking, healthcare, insurance, retail, and several other sectors.
In leveraging the platform, they’ve developed many innovations, including AI agents for mining online content on market intelligence, spotting knowledge management gaps, and summarizing content from emails, social media, ticketing systems, and more.
Meanwhile, they’ve also automated workflows relating to claims and order processing, inventory management, invoice generation, and more.
Yet, now that it’s generally available, expect many more innovative use cases to bubble to the surface, which may help inform Kore.ai’s innovations moving forward.
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