Kore.ai Bots Platform - Competitive Comparison · Kore.ai offers the only true and complete...
Transcript of Kore.ai Bots Platform - Competitive Comparison · Kore.ai offers the only true and complete...
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Kore.ai Competitive Comparison
7380 W. Sand Lake Rd., Suite 430 | Orlando, FL 32819 | +1 321.420.0990 | [email protected] | www.kore.ai
Kore.ai Bots Platform - Competitive Comparison
Table of Contents 1. Introduction & Analysis Criteria 2. Platform vs. Tools and Channels 3. Platform and Feature Overview 4. Feature-by-Feature Comparison Matrix 5. The Kore.ai Advantage
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Kore.ai Competitive Comparison
7380 W. Sand Lake Rd., Suite 430 | Orlando, FL 32819 | +1 321.420.0990 | [email protected] | www.kore.ai
Introduction
Bots have officially hit the enterprise and consumer arena. More than 30,000 branded chatbots and 6,000
voice-activated skills have already been brought to market to serve numerous functions - from teaching
a new language, to ordering pizza or flowers, to managing banking activities. Despite this proliferation
of chatbots and APIs, do you know what features and components you need to extend concierge-like
services to every channel? Kore.ai’s Bots Platform is the only enterprise-grade, end-to-end, cloud or
on-premise platform for designing, testing, and hosting AI and NLP-powered chatbots for use in the
most popular consumer and business communication channels. This document provides a side-by-side,
objective comparison that shows how our technology stacks up to Microsoft’s Bot Framework, IBM
Watson, Api.ai, and IPsoft Amelia.
Analysis Criteria
1. Chatbot Task Framework: Integration & Execution
2. Chatbot Channels
3. Natural Language Processing, Intelligence, & Speech
4. Bot & Dialog Development
5. Enterprise Capabilities
6. Platform Components
7. Deployment
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Kore.ai Competitive Comparison
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Platform vs. Tools and Channels
Kore.ai offers the only true and complete platform-as-a-service for building, deploying, and using both customer and employee-
focused bots and several AI-powered Smart Bots that were built to help enterprises quickly capitalize on the cost savings, efficiency
and service experience potential of conversational computing. The competition, on the other hand, offers only a variety of micro-
services or highly specialized tools for specific tasks, channels, or use cases with a heavy focus on consumer bots and adding
conversational interfaces to apps, services, and devices. Microsoft, for example, offers a collection of separate services and tools
that developers can use to assemble a solution, but not a complete platform or infrastructure for building and managing bots. Most
competitors do not provide enterprise and platform-level features such as messaging middleware, easy integration with enterprise
systems, bot connectors, administration, compliance and more.
A bots platform is more than just a bot builder or natural language capabilities, it frees your developers and administrators from
having to deal with the complexity of building and maintaining the necessary infrastructure and middleware needed to develop,
launch, and manage bots by providing everything you need– leading to faster development times and greater ROI. A bots platform
offers deep customization and can be configured in such a way as to allow you to adapt and evolve your bots as new needs arise
and your strategy shifts.
Why Choose a Bots Platform?
So what’s wrong with using tools and micro-services to create bots instead of a bots platform? Tools are typically designed to
provide focused and limited solutions to specific problems or needs – whereas a bots platform is designed to tackle the most
complex and diverse bot use cases and requirements. Google’s Api.ai, for example, was not designed with deep integration to back-
end systems in mind but instead focuses purely on natural language interactions. They require, for example, for you to write your own
code to connect a domain to a service. Within that code the developer can make calls to Api.ai to process natural language inputs
and then use the parsed responses to make their own calls to those systems or services. It is left up to the developer to determine
what should happen based on your business logic – thus requiring a great deal of additional work and time defining and building bot
functionality. A platform like Kore.ai, on the other hand, defines tasks for you and securely handles the routing of messages back and
forth between the bot (back-end system) and the user – saving you time and ensuring data security.
Patching together multiple tools or micro-services to boost your virtual agent’s capabilities or to add natural language understanding
opens your organization up to unnecessary risk because your data often ends up being sent through and stored on the cloud without
enterprise-grade security mechanisms and advanced encryption. A bots platform offers superior out-of-the-box bot capabilities and
unmatched security, encryption, and administrative control with optional fully-functional on premise deployments.
So why go through the trouble of using multiple services to create bots and deal with the headache of trying to protect your
data across loosely connected offerings? Why go through the hassle of building and maintaining an infrastructure for language
recognition, integration with back-end systems, bot building, security, compliance, and more when you can use just one bots
platform to do it all?
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Platform and Feature Overview Kore.ai Microsoft IBM Api.ai IPsoft
Chatbot Capabilities & Development
Task Execution Framework 4 1 1 0 2
Integration Framework 4 1 1 0 2
Omni-Channel 4 3 2 3 0
Natural Language Processing 4 2 2 2 2
Platform Intelligence 4 3 3 2 3
Automated Speech Recognition Engine 4 2 4 0 2
Bot Development Tools 4 1 1 1 0
Bot Stores 4 1 0 0 0
Dialog Builder & Management 4 1 2 1 3
Enterprise Features
Administration & Analytics 4 1 1 1 1
Enterprise-Grade Security 4 0 0 0 0
Enterprise-Grade Compliance 4 0 0 0 0
Middleware & Infrastructure
Multi-Channel Messaging Middleware 4 0 0 0 1
Channel Connectors 4 2 1 1 0
Deployment Options (Cloud & On-Prem) 4 1 1 1 4
Feature-by-Feature Competitive Comparison
Comparison Key
Supported
Partially Supported
Unknown (Most Likely Supported)
Not Supported
In Development/ Future Feature
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Task Execution & Integration Platform Kore.ai Microsoft IBM Watson Api.ai IPsoft
Complete task execution framework (structured & unstructured content)
Service API orchestration framework for trigger-based alert tasks
(Azure Bot Service: Proactive Bot Template)
Framework chains API requests and aggregates responses with deduplication strategies to prevent duplicate alert messages
Action Tasks
(Requires coding to connect web service to an
external app or system)
(Performing business
logic, calling external APIs, accessing data stores, and
sending results back to the agent requires custom
coding and the creation of a web service for this
purpose)
Information Tasks
Knowledge/ FAQ Tasks
(Azure Bot Service w/ QnA Maker or empty knowledge
base)
Dialog Tasks
Flows (map event data to action in same or different system)
Mapped actions (suggested actions based on alert or action)
Automated actions (based on event data)
Graphics within messages. Graphics optimized for each communication channel (Maps, etc.)
Documents and image attachments within bot messages (Images)
(FB Messenger, Kik. Slack,
& Telegram)
Ability to transfer from bot to human agent
Pre and post request processors to call in business logic for rules
REST, SOAP, and ODATA API support (REST only)
(REST only)
(REST only)
Basic Auth, OAuth (v1, v2, & v2 Password Grant), and API Key support
(Basic Auth only for authenticating to the
Conversation API)
Cloud connector for on-premise systems
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Omni-Channel Kore.ai Microsoft IBM Watson Api.ai IPsoft
Chatbot Channels
FB Messenger
(via middleware plugin for Botkit)
Websites & Portals
Mobile Apps (iOS & Android SDK)
SMS
Collab.ai
Slack
(via middleware plugin for Botkit)
Cisco Spark
Skype
Microsoft Teams
Workplace by Facebook
Microsoft Cortana
Jive
Yammer
Salesforce Chatter
Amazon Echo
SAP Jam
Other Capabilities
Cross-channel conversations: Chatbots can carry history and context from one channel to another
Location services: Chatbots can perform tasks based on a user’s location (in GPS-enabled devices)
(Bing Location Control)
Leverages channel-specific UI elements like date selectors and carousels
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NLP, Intelligence, & Speech Recognition Kore.ai Microsoft IBM Watson Api.ai IPsoft
NLP Capabilities
Intent & entity recognition
Wide ranging entity recognition support and customization using additional patterns
GUI-based framework for mapping keywords and synonyms to the names of tasks and fields
(LUIS.ai & Model features)
Hybrid fundamental meaning augmented via machine learning (ML Only)
(ML Only)
(ML Only)
(ML Only)
Pause & resume intents
(Must be explicitly defined inside the conversation
flow)
Engine can recognize multiple intents from a single input
Form-based UI for alternative entity collection (complex inputs)
Auto-NLP enablement and extensibility (re-use model training)
(Some agent settings can be exported via JSON and reimported to a new agent)
Universal bots
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Platform Intelligence
Supervised & unsupervised ML learning
(LUIS.ai Active Learning for supervised learning)
(Supervised Learning)
(Supervised Learning)
Bot memory & context: Keep user provided data, information from back end systems, and context in memory for a developer defined amount of time
Custom code logic: Manipulate the API response, promote additional data to the user context, or pull data from the user context
Sentiment analysis and response customization based on sentiment score (Text Analytics APIs)
(Watson Tone
Analyzer)
(EQ Ontology)
Automated Speech Recognition Engine
Naturally converse with bots via built-in speech recognition
(3 different Speech APIs offered)
(Watson Speech to Text &
Text to Speech)
(Limited native support for processing voice requests.
They suggest using the Google Speech API or 3rd
party solution)
(Speech Plugin)
Engine trained via robust speech recognition toolkit and deep neural network implementation
Speech engine updated with bot specific vocabulary and utterances
(Must develop own custom speech recognition models
via CRIS API)
Ability to interface with customer support call exchange systems
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Bot Development Kore.ai Microsoft IBM Watson Api.ai IPsoft
Bot Builder
Build custom bots via GUI-based bot builder tool 1
Task-level version management
Full SDLC with sandbox environments
Co-develop bots and share bot editing rights
Comprehensive bot testing tools including proxy messaging windows and the ability to test request chaining
(Includes Channel
Inspector)
(Conversation tool)
Component reusability: Reuse previously developed chatbot components, or modify reused components like authentication profiles
Import or export bot configurations (including ML metadata)
(Import intents, examples, & entities)
Custom universal bots
Kore Bot Store: Instantly implement over 130+ enterprise & personal bots
(Bot Directory - primarily consumer-focused)
Enterprise Bot Store: Get a private, curated, and secure store for all your custom bots
Dialog Builder & Dialog Management
Dialog builder that supports multiple node types and complex business logic execution
SDK for optional external logic execution (without the need for hosting)
Run and debug by chatting with bot directly in testing environment, View JSON requests and responses
Footnotes
1. Microsoft does not offer a GUI-based bot builder, but instead provides an open-source SDK for both Node.js & .Net with libraries, samples, and tools that they call a Bot
Builder. These Bot Builders require significant coding and developer input to create fully-functional bots, although some built-in dialogs are available. These builders also offer
FormFlow for more complex guided conversations like ordering a sandwich. The Azure Bot Builder, the latest chatbot offering from Microsoft, offers a number of bot templates
(basic bot, form bot, language understanding bot, proactive bot, and question and answer bot) to try to cut down on development time and effort.
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Enterprise Capabilities Kore.ai Microsoft IBM Watson Api.ai IPsoft
Administration & Analytics
Bot and user analytics from a centralized dashboard
(Azure Applications Insights if using Azure Bot Service)
Bot and user management via dedicated admin console
Bot approval, assignment, and access controls
Enterprise-Grade Security
Encryption key management w/ HSM integration and admin control over manual and automatic key rotation
SSO & AD Sync
Custom password policies for enterprise bot store
Enterprise-Grade Compliance
Data retention with customizable policies
Archiving/ exporting via 3rd party solutions
eDiscovery with legal hold management & secure custodian access
Audit logging
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Deployment: Infrastructure & Scaling Kore.ai Microsoft IBM Watson Api.ai IPsoft
On-premise & cloud deployment Cloud Only Cloud Only Cloud Only
Support for a hybrid deployment architecture
Service health monitoring and logging
Scalable infrastructure (horizontal scaling)
Platform Components Kore.ai Microsoft IBM Watson Api.ai IPsoft
Messaging Middleware
Message broker (Message routing)
Message store
Built-in encryption
Channel Connectors
Automatic message formatting
(Can control how messag-
es are presented to the user when they received it - not automatic except for some channels such
as Slack)
Built-in authorization control
(Only supports sign-in cards. Developers can
write their own authentica-tion code)
Cross-channel API handling
(Only supported through sample App/ SDK)
(Only supported through
sample App/ SDK)
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About Kore.aiKore.ai, created to help people work and engage digitally in a simpler and more conversational way, is a pioneer in shaping how AI-
rich chatbots get designed for an enterprise’s customers and employees. Kore.ai’s enterprise grade Bots Platform is the only end-to-
end cloud or on-prem PaaS for designing, building, testing and hosting smart, speech-enabled bots for use in any channel, including
text and email, in a website or mobile app, and on popular messaging and collaboration platforms such as Facebook Messenger,
Skype, Spark, Slack and Kore.ai’s own Messaging app. Kore.ai also leverages its Platform to offer enterprises and consumers a store
of more than 130 ready-made bots, and a family of out-of- the-box solution bots called the Kore.ai Smart Bots™, including the Smart
Bot for banking, commerce, sales, service, IT Help Desk and SAP. These out-of-the-box solutions equip industry leaders to meet the
dual challenges of ever-increasing customer expectations and non-integrated legacy IT and systems head on. With a pre-built set of
tasks and a rapid implementation, organizations can get to market and recognize ROI faster than traditional models.
To learn more about how Kore.ai is simplifying the way people work, visit www.kore.ai.
© 2017 Kore.ai, Inc. All rights reserved.
The Kore.ai Advantage
Kore.ai’s Bots Platform is a complete platform as a service, giving you the power to create, host, and manage NLP
enabled virtual assistants for employees, cross-functional teams, and customers in a manner that is consistent,
scalable, customizable, and secure. Kore.ai’s bots can be used on nearly any system, app, or device and meet
the most stringent security and compliance requirements, making them perfect for any industry or need. And they
bring your brand to life and make work simple for your employees.
With Kore.ai’s Bots Platform, you can:
• INCREASE organizational efficiency and worker productivity by empowering employees to complete routine tasks in less time, with communication tools they know and love
• SIMPLIFY the process of interacting with complex enterprise systems and minimize the impact of manual, resource-intensive business and supply chain processes
• DRIVE customer loyalty with right-time reminders, right-fit offers, and world-class service
• IMPROVE customer service and retention with bots that can anticipate requests and future needs and deliver instant answers in real-time, 24/7
• CREATE smarter, higher-value purchase and service interactions for your customers
• EXPAND the reach of your brand by engaging with customers in a consistent and intuitive manner across all touch points
• REDUCE time and money spent on custom apps and solutions
• MAXIMIZE customer and employee data privacy