AI For Process

OVERVIEW

CX powered by Artemis brings together Kore.ai and Microsoft to deliver a complete contact center and customer experience solution. Artemis provides the application layer that runs on Microsoft's foundation: Dynamics 365 Contact Center, Azure AI Foundry models, the IQ Intelligence Layer, and Microsoft Teams telephony. Customers reach you through voice, web, mobile, SMS, email, and social channels, and Artemis handles the conversation from first contact through resolution or a clean handoff to a live agent. No rip and replace, no parallel stack to maintain.

The Challenge: Good Intentions, Disconnected Service

Most service organizations are working harder than ever and still falling short of what customers expect. Legacy IVR systems frustrate callers with rigid menus. Chatbots handle the easy questions and give up on everything else. Live agents spend their time hunting for information across systems instead of helping people. And when a customer moves from one channel to another, their context rarely moves with them.

The result is familiar: long wait times, repeated escalations, tired agents, and little visibility into why customers are reaching out in the first place.

Start with a use case, not a platform

You don't deploy CX powered by Artemis as a big-bang transformation. You pick a use case that matters to your business, go live with it, and expand from there. Pre-built industry solutions give you complete, production-ready workflows on day one:

• AI for Banking. Balance inquiries, money movement, bill and card payments, card activation and PIN reset, block and replace, fraud validation, disputes, customer onboarding and KYC, ATM and branch locator.
• AI for Insurance. New policy purchase, renewals and updates, FNOL and claims management, policy inquiries, billing and payments, underwriting support, agent and broker enablement, document processing.
• AI for Healthcare. Member and patient servicing, appointment handling, coverage and benefits inquiries, claims status.
• AI for Retail and Telecom. Order management, delivery status, returns and exchanges, plan changes, billing questions, account servicing.

Each one is a working application with the conversation flows, integrations, and guardrails already built. Not plug-and-play, and not a custom build: your team configures policy, data, channels, and regional requirements, and extends from there.

What every use case comes with

• Voice that actually understands. Customers speak naturally instead of pressing 1 for billing. The request gets understood, the account gets pulled up, the task gets done.
• Context that travels. A customer who starts on chat and calls an hour later doesn't start over, and when a conversation reaches a live agent, the full history lands in Dynamics 365 with it.
• Help for your human agents. Real-time guidance, suggested next steps, and relevant knowledge during every live conversation, so handle times come down without scripting every word.
• Insight from every interaction. Built-in quality and compliance scoring shows what customers contact you about, where they get stuck, and how conversations are actually going.

Built on Microsoft, not bolted on

Every use case runs on the Microsoft foundation you already own. Cases and escalations write straight into Dynamics 365, the AI runs on Azure AI Foundry models, Azure Communications Services and Azure Speech handle calling and transcription, and voice is delivered through Microsoft Teams telephony. Purchasing and billing flow through your existing Microsoft agreement via the marketplace.

Already running Salesforce, Genesys, NICE, Cisco, Five9, or Amazon Connect somewhere in your estate? These solutions connect to those too, so you can modernize at your own pace.

Built for regulated industries

Every automated decision is recorded and auditable, compliance rules are enforced by the runtime rather than left to the model, and sensitive data stays within your boundary. Human handoff rules are yours to configure, so your risk teams keep governance and sign-off over the moments that matter