Kore.ai named a leader in Everest Group’s Conversational AI & AI Agents in CXM Products PEAK Matrix® Assessment 2025

In its assessment of 26 providers in customer experience management, Everest Group named Kore.ai a Leader for its ability to support complex, multi-step customer interactions through advanced AI agents, strong orchestration and deep enterprise integrations.

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Everest Group

Why multi-agent AI is now critical for end-to-end customer journeys

Today’s customers expect clarity when they ask a question, continuity as they move across channels and real outcomes at the end of the journey. Most requests now flow through multiple steps and systems, which makes basic conversational flows fall short. Multi-agent orchestration is becoming the bridge that moves CX from simply responding to actually getting things done.

Everest’s 2025 assessment highlights this evolution. The report examines whether AI can support full customer journeys, manage context across systems, guide agents through complex moments and deliver outcomes that feel connected end to end. It shows how CXM is moving from isolated conversational design to integrated journey support, and why orchestration, governance and intelligent task execution have become essential for meeting rising expectations with consistency and confidence.

What Everest’s 2025 CXM PEAK Matrix® reveals about next-gen conversational AI and AI agents

  • How customer expectations are moving from quick answers to reliable, outcome-driven resolutions.
  • The capabilities Everest highlights as essential for conversational AI and AI agent solutions in CXM.
  • The buyer priorities Everest advises teams to consider, including simplicity of design, speed of deployment and scalability.
  • What we believe differentiates Kore.ai in this assessment.

What this means to leaders

In practice, you are choosing a platform that offers:

Advanced AI Agent Capabilities

AI agents that combine intent models with LLM-enabled reasoning, memory, tool access and intelligent delegation to support real customer journeys.

End-to-end orchestration for complex journeys

The ability to manage multi-step workflows across systems, channels and teams, ensuring tasks progress smoothly from start to finish.

Enterprise-grade governance and security

Controls that keep AI activity predictable and compliant, with strong guardrails, monitoring, data protection and lifecycle management.

Accelerated time-to-value

Pre-built connectors, design accelerators and a simplified development experience that help teams move from deployment to impact faster.

Intelligent agent assist for employees

Real-time guidance, knowledge surfacing and workflow assistance that help agents stay effective and consistent during complex interactions.

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