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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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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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


7380 W. Sand Lake Rd., Suite 430 | Orlando, FL 32819 | +1 321.420.0990 | [email protected] | www.kore.ai 5

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



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)

Email

SMS

Collab.ai

Slack

(via middleware plugin for Botkit)

Cisco Spark

Skype

Twitter

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



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



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



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.



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



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

Kore.ai Bots Platform - Competitive Comparison · Kore.ai offers the only true and complete...

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