Kore.ai implementation, migration and managed services.
Agent Platform virtual agents, Contact Center AI agent assist, Search AI knowledge grounding and idempotent tool calls into your core systems — deployed as an overlay on the contact center you already run.
Figures come from the named pronix.ai Kore.ai programs linked in the proof section below.
Common Kore.ai program problems.
The patterns we most often inherit on rescue and re-platform engagements.
- Workshop-designed intentsIntent taxonomy built from an org chart rather than real call and chat transcripts, so containment plateaus in the teens.
- Ungrounded answersPolicy and product content pasted into dialog nodes instead of grounded in Search AI, so answers drift within a quarter of go-live.
- Fragile tool callsNon-idempotent integrations into the core system with no audit journal — retries double-post and compliance can't reconstruct a session.
- Agent assist nobody usesSummaries too generic to paste into Epic, Salesforce or the servicing system, so agents rewrite them and the AHT case never lands.
What we implement.
Design, build, ground, integrate and run.
Voice and digital virtual agents built from transcript-mined intents with explicit containment, escalation and CSAT targets per intent.
Real-time guidance, next-best-action and auto-summary shaped to your system of record's note structure — delivered as a sidebar in the existing agent desktop.
Answers grounded on live, entitlement-filtered sources with citations, so policy changes propagate without a bot release.
Idempotent tool calls into Epic, Fiserv, Salesforce, ServiceNow, order management and custom APIs with full audit journaling.
PHI/PII redaction, authentication and step-up rules, hard routing on clinical or fraud intents, and evaluation harnesses run every release.
Wave-based migration from Five9 IVA, Dialogflow CX, Copilot Studio, watsonx or legacy IVR onto Kore.ai, integrated with Amazon Connect, Genesys Cloud, NICE CXone or Five9.
A six-step model, from assessment to managed operations.
Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.
Transcript mining, intent and knowledge inventory, tool and integration map, containment baseline.
Intent taxonomy, conversation and escalation design, grounding sources, guardrail and auth policy.
Agent Platform flows, Search AI grounding, agent assist, idempotent tool calls and CCaaS integration.
Evaluation harness, guardrail and compliance walkthrough, load and failover test, reporting parity.
Wave rollout with parallel run, agent enablement and hypercare command centre.
Intent and prompt tuning, knowledge freshness, release management and quarterly value review.
Use cases already in production with enterprise clients.
Scheduling, refills and pre-visit intake contained on voice and chat with Epic tool calls and hard clinical escalation.
Top-intent containment grounded on the live catalog, with loyalty tiers carved out to human agents by policy.
Balance, transfer, card controls and guided dispute intake with strong authentication and audit-ready journaling.
Flows inventoried, consolidated and rebuilt on Kore.ai — with recording continuity through the cutover window.
Pronix service lines
Industries where this ships fastest
- Healthcare Providers
- Financial Services
- Retail & Ecommerce
- Insurance
- BPO
Grounded on your data. Governed on day one.
Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.
Model the business case before you commit.
Free, ungated models with conservative, expected and aggressive scenarios — plus a branded PDF you can take to finance.
- Contact center AI ROISize containment, AHT and quality gains across your call mix.
- Voice AI cost per minuteModel virtual-agent economics against agent-handled minutes.
- CCaaS migration TCO calculatorCompare three-year platform cost before you re-platform.
The delivery artifacts you get, named up front.
Every Kore.ai engagement is governed by the same six artifacts. They are contracted deliverables with owners and dates — the way a systems integrator works, not a discovery deck.
- 01
Reference architecture
A signed-off Kore.ai reference architecture — environments, tenancy, network and identity boundaries, data flows and AI components — issued as a versioned diagram plus infrastructure-as-code, not a slide.
- 02
Integration surface
Every integration surface is inventoried before build: CRM and CTI, WFM, ticketing, payments, identity, data warehouse and event streams — each with contract, auth model, throughput, failure mode and owner.
- 03
Runbook
Operational runbooks per service: deploy and rollback steps, configuration change control, alert thresholds, on-call escalation paths and known-issue playbooks handed to your ops team at go-live.
- 04
Cutover plan
A wave-based cutover plan with entry and exit criteria per wave, dress rehearsal, freeze windows, number porting and data migration sequencing, rollback triggers and a go/no-go decision log.
- 05
Hypercare
A defined hypercare window after each wave — command centre, daily triage, defect burndown against severity targets, and a documented exit gate before the estate transitions to steady-state run.
- 06
SLA
Run-state SLAs and SLOs written into the engagement: severity definitions, response and restoration targets, change lead times, availability reporting and quarterly value review against the original business case.
Kore.ai programs, delivered in production.
Live Kore.ai programs we designed, built and cut over — with the outcomes the client reported after go-live.
38% call containment in 90 days for a regional healthcare provider — healthcare-safe conversational AI
- Tier-1 call containment
- 38%
- Average handle time on transferred calls
- -24%
Tier-1 call containment
Average handle time on transferred calls
Kore.ai Agent Platform · Epic · Amazon Connect
Read the case study →Retail & Ecommerce41% self-service containment for a national retailer — order status and returns on conversational AI
- Containment on top-3 intents
- 41%
- CSAT
- +0.5pt
Containment on top-3 intents
CSAT
Kore.ai Agent Platform · Salesforce Commerce Cloud · Genesys Cloud
Read the case study →Healthcare ProvidersAgent assist across 900 seats at a healthcare provider — 22% AHT reduction with healthcare guardrails
- AHT
- -21%
- First-contact resolution
- +18%
AHT
First-contact resolution
Kore.ai Contact Center AI · Genesys Cloud · Epic
Read the case study →Financial Services92 dialog flows migrated with zero client-facing outage at an investment management firm
- Full cutover, 61 consolidated flows
- 14 wk
- Client-facing outage minutes
- 0
Full cutover, 61 consolidated flows
Client-facing outage minutes
Kore.ai Agent Platform · Genesys Cloud · Salesforce Financial Services Cloud
Read the case study →Kore.ai programs, delivered and measured
Agent Platform virtual agents, Contact Center AI agent assist and Search AI grounding — deployed on regulated healthcare, banking and retail floors.
- Four production Kore.ai programs with measured containment and AHT results
- Virtual agent, agent assist and Search AI patterns with the systems they integrate
- Grounding, guardrail and evaluation model used on regulated content
- A delivery sequence from pilot intent to enterprise rollout
PDF · 6 pages · work email required
See all downloadable briefs →Scope your Kore.ai program.
Tell us where you are today and a delivery lead from our Kore.ai practice replies within one business day with an indicative scope, timeline and fixed-price range — no discovery invoice required.
Related capabilities and guides
- Kore.ai platform overviewAgent Platform, Contact Center AI and Search AI capability map.
- Kore.ai vs Dialogflow CXSelection criteria for enterprise virtual agents.
- conversational AI implementationIntents designed from real transcripts.
- contact center AI ROI calculatorContainment, AHT and quality economics.
- contact center managed servicesIntent tuning, knowledge freshness and releases.
Questions buyers ask us first.
- What do Kore.ai implementation services include?
- Intent and journey design from real transcripts, Kore.ai Agent Platform virtual agent build, Contact Center AI agent assist and auto-summary, Search AI knowledge grounding, tool calls into your systems of record, guardrails and human-in-the-loop escalation, CCaaS integration with Amazon Connect, Genesys Cloud, NICE CXone or Five9, evaluation harness, agent enablement, cutover and hypercare.
- How long does a Kore.ai implementation take?
- A first production use case ships in 8–12 weeks; a full servicing portfolio runs 3–5 months in waves. A regional healthcare provider reached 38% call containment in 90 days on Kore.ai Agent Platform with Epic integration, and a national retailer reached 41% containment on Kore.ai over Genesys Cloud.
- Can you migrate our existing bots onto Kore.ai?
- Yes. We migrate from Five9 IVA, Dialogflow CX, Microsoft Copilot Studio, IBM watsonx Assistant and legacy IVR. Flows are inventoried and consolidated before they are rebuilt — we cut 92 Five9 dialog flows to 61 on Kore.ai for an investment management firm in 14 weeks with zero client-facing outage minutes and no gap in SEC/FINRA call recording.
- How much does a Kore.ai implementation cost?
- Implementation is fixed-price against a scoped intent, integration and knowledge inventory. Kore.ai licensing is negotiated separately on a conversation or session basis with add-ons for Contact Center AI and Search AI. We build the three-year TCO including CCaaS, telephony and AI consumption before you commit.
- Does Kore.ai run on top of our existing contact center platform?
- Yes — Kore.ai is deployed as an overlay on Amazon Connect, Genesys Cloud, NICE CXone or Five9 rather than a rip-and-replace. Agents keep their existing desktop; virtual agents sit in front of the queue and agent assist runs in a sidebar, so there is no console retraining.
- How do you keep Kore.ai answers accurate and compliant?
- Search AI grounds answers on maintained, entitlement-filtered sources instead of hard-coded flow content, with citation-backed responses. Guardrails cover PHI and PII redaction, authentication and step-up rules, hard escalation on clinical or fraud intents, and full audit journaling of every tool call.
- Do you provide Kore.ai managed services?
- Yes — intent and prompt tuning against live transcripts, knowledge freshness, tool and integration monitoring, release management, containment and CSAT reporting, 24/7 incident response against SLAs and quarterly value reviews against the business case.
How we work
Engagement models that fit your program — advisory, build, run, or embedded pods.
pronix.ai is the AI & CX systems integrator practice of Pronix Inc.
One accountable delivery model: US-based architecture and program leadership with global engineering pods running 24×7 build, cutover and hypercare.
- Founded
- 2010 · Pronix Inc
- Headquarters
- 666 Plainsboro Rd, Suite 1361, Plainsboro, NJ 08536
- Delivery centers
- United States · India (Hyderabad) · LATAM · EMEA
- Engagement model
- Fixed-scope implementation, managed run and staff augmentation
Certifications
- AWS Certified (Solutions Architect, Developer)
- Amazon Connect specialty
- Genesys Cloud CX certified
- NICE CXone certified
- Salesforce certified (Service Cloud, Agentforce)
- Microsoft Azure AI certified
Partner tiers
- AWS — Advanced Tier Services Partner
- Genesys — Implementation partner
- NICE CXone — Implementation partner
- Five9 — Implementation partner
- Kore.ai — Solution partner
- Salesforce — Consulting partner
Security questionnaires, controls documentation and named client references are available under NDA. More about Pronix Inc →
Book a working session with our kore.ai implementation team.
30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.