Where we started
For most of ten years Kore did integration work. We connected the systems a business already had: a utility's customer service lines, a mortgage lender's loan platform, a payment provider and a customer list that had to agree with each other. That work has not gone away. It is still the base of everything below.
What changed
Two things changed at about the same time.
The first is how we build. AI coding agents now write most of our code. A senior engineer decides what gets built, reviews every pull request and answers for what ships. On HaulOS, our own platform for moving brokers, we built the portal and its agents in about six weeks. The same work was estimated at 46 developer-weeks.
The second is what we build. The same models that write code can also hold a conversation with a lead, answer a question from a member of staff, or run a meeting from a task board. So we started building agents into the software, next to the people who use it.
The line
Most of the businesses we talk to have the same four steps, and a gap between each one.
- Generate. Ads run on one platform and leads land in another. We set up the campaigns and the funnel, and put every lead into one record whatever its source.
- Qualify. A lead waits hours for a reply. An agent texts or calls within minutes, asks the questions a rep would ask, and books a call on the rep's calendar.
- Sell. The rep opens a record that is already filled in. The sale is still theirs. No agent quotes a price or closes.
- Service. After the sale, staff work in tools that do not talk to each other. We build the portal, the automation between systems, and the help desk that answers from procedures the business has approved.
We built this whole line for HaulOS first. That is where we find out what works before a client pays for it.
Where an agent stops
Every agent we build has a written limit. The appointment setter never quotes a price. The help desk answers only from approved sources and sends anything else to a reviewer. When an agent is out of its depth it hands the conversation to a person, and it does so the moment that person steps in.
We think this is the part that decides whether a business can trust an agent with its customers.
What we are working on now
- Voice agents that qualify a lead by phone, on the same rules as the text agents.
- Review of ad performance by AI, so spend follows the ads that bring in leads who book.
- Moving older platforms onto current infrastructure, so the agents have something reliable to connect to.
If this sounds like your business
Tell us which systems your team works in and where the hours go. We will tell you what an agent can take on, and what it should not.
Reach us at info@devkore.com.