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AI

AI that answers, calls, and scores

AI assistants that answer customers first and hand over to your team when needed.

AI Agents

AI assistants that answer customers first and hand over to your team when needed.

AgentDirectionActive rolesChannelsStatus
KaiaBahasa IndonesiaIncomingFAQ & Enquiry Order & Delivery Status Booking & AppointmentCS Official Website widgetPublished
RaniBahasa IndonesiaRobocallCollection & Payment ReminderDue-date reminderPublished

AI Agent

AI Agent for chat and calls

The Incoming direction answers chats and calls to your numbers. The Robocall direction calls customers from a campaign. Each agent has its own set of enabled roles.

  • Roles: FAQ & Enquiry, Sales & Lead, Complaint & After-sales, Order & Delivery Status, Booking & Appointment, Collection & Payment Reminder, Survey & Feedback.
  • Knowledge Base: the knowledge the AI agent reads when answering, much like offline training for human agents.
  • Studio for exact answers, and Insights for conversations resolved without an agent, handover reasons, sentiment, and leads.
  • AI creates tickets flagged as hot or warm leads, or with an urgency level.
What time does the Bekasi branch open?
Kaia · AI
The Bekasi branch is open Monday to Saturday, 08:00–17:00. Would you like to book a time while you're here?
Yes, bookNo, thanks
Is 10 tomorrow available?

AI Agent · Test chat

Test before you publish

Every change is saved as a draft and can be tried in the Test chat screen before it is published to customers.

FunnelBy ticketBy number
Tickets500
Reached390
Talked with the AI355
Asked the AI for a person60
Connected to an agent52
Pressed 914

Robocall · AI Voice

Recorded robocalls and AI Voice

One campaign = one uploaded data file, one message, one schedule. People hear the message, and pressing 1 connects them to an agent.

  • Types: Recorded, AI Voice · Standard, AI Voice · Multilanguage.
  • Pressing 9 adds the number to the opt-out list automatically.
  • Recordings and transcripts of both the AI part and the agent part are saved for each call.
82/100
Agent ScoreCall · 4m 12s
Agent Empathy86
Tone Alignment78
Churn Risk22lower = better
Customer Recovery61

AI QA Scoring

AI scores every recording

Recordings from connected folders are processed by AI. The output is an agent score, summaries for the agent and the customer, a transcript, a sentiment timeline, and alerts.

  • Eight core criteria: Churn Risk, Escalation Risk, Resolution Probability, Agent Empathy, Customer Recovery, Tone Alignment, Agent Sentiment, Customer Sentiment.
  • Personal data is automatically redacted from transcripts before AI processing.
  • You set the score weights and alert thresholds yourself.

Other products

Explore the other modules

InboundIncoming calls, AI Voice, web calls, video calls, chat, and social mediaLearn more →Customer serviceTickets and SLA, email, contacts, softphone, scripts, internal chatLearn more →OutboundPredictive dialer, marketing campaigns, broadcast, data managementLearn more →Analytics & qualityDashboards, ticket reports, CSAT, Voice of Customer, WFMLearn more →OperationsAppointments, team & settings, and APIsLearn more →Staff OutsourcingManpower, recruitment & selection, trainingLearn more →

See Kontakami with your own workflow

Our team will walk you through the modules you need, using examples from your business.

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