> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Center AI

Contact Center AI is an AI-native Contact Center as a Service (CCaaS) platform that improves customer experience, boosts revenue, and lowers operational costs. It delivers consistent, personalized experiences for both customers and agents across channels. Use Automation Use Cases and Answers to handle routine queries automatically and escalate to a human agent when needed.

It includes the following components:

| Component                                                                         | Description                          |
| --------------------------------------------------------------------------------- | ------------------------------------ |
| [Agent Console](/ai-for-service/contact-center/agent-console)                     | Unified agent desktop with AI tools. |
| [Routing](/ai-for-service/contact-center/routing-queues-skills#how-routing-works) | Intelligent skill-based routing.     |
| [Queue Management](/ai-for-service/contact-center/routing-queues-skills#queues)   | Virtual waiting areas.               |
| [Skills](/ai-for-service/contact-center/routing-queues-skills#skills)             | Agent capability management.         |
| [Supervisor Tools](/ai-for-service/contact-center/supervisor)                     | Real-time monitoring.                |
| [Campaigns](/ai-for-service/contact-center/campaigns)                             | Outbound voice and SMS.              |

***

## Architecture

<div class="ascii-art">
  ┌───────────────────────────────────────────────────────────────────────┐
  │                           Customer Interaction                        │
  │                  (Voice, Web, Mobile, Messaging, Social)              │
  └─────────────────────────────────┬─────────────────────────────────────┘
  │                                 │
  │                                 ▼
  ┌───────────────────────────────────────────────────────────────────────┐
  │                        Contact Center AI Platform                     │
  │  ┌─────────────────┐  ┌─────────────────┐  ┌─────────────────┐        │
  │  │   Automation    │  │    Routing      │  │   Agent         │        │
  │  │   AI (Bots)     │  │    Engine       │  │   Desktop       │        │
  │  └────────┬────────┘  └────────┬────────┘  └────────┬────────┘        │
  │           └────────────────────┼────────────────────┘                 │
  │                                │                                      │
  │  ┌─────────────────────────────┼───────────────────────────────────┐  │
  │  │                         Queue System                            │  │
  │  │ Skills │ Priorities │ SLAs │ Overflow │ Hours of Operation      │  │
  │  └─────────────────────────────────────────────────────────────────┘  │
  │                                                                       │
  │  ┌─────────────┐ ┌─────────────┐ ┌─────────────┐ ┌─────────────┐      │
  │  │  Agent AI   │ │  Quality AI │ │  Analytics  │ │  Campaigns  │      │
  │  └─────────────┘ └─────────────┘ └─────────────┘ └─────────────┘      │
  └───────────────────────────────────────────────────────────────────────┘
</div>

***

## Key Capabilities

| Capability              | Description                                                        |
| ----------------------- | ------------------------------------------------------------------ |
| **Omnichannel**         | Voice, chat, email, SMS, social media in one platform              |
| **Intelligent Routing** | Skill-based, priority, and load-balanced routing                   |
| **Agent Assist**        | Real-time AI suggestions via [Agent AI](/ai-for-service/agent-ai)  |
| **Quality Management**  | Automated QA via [Quality AI](/ai-for-service/quality)             |
| **Self-Service**        | Virtual assistants via [Automation AI](/ai-for-service/automation) |
| **Analytics**           | Real-time dashboards and historical reporting                      |

## Quick Start

<div class="ascii-art">
  ┌───────────────┐     ┌───────────────┐     ┌───────────────┐     ┌────────────────┐
  │               │     │               │     │               │     │                │
  │ 1. Configure  │────▶│ 2. Define     │────▶│ 3. Configure  │────▶│ 4. Set Up      │
  │     Queues    │     │    Skills     │     │     Routing   │     │  Agent Desktop │
  │               │     │               │     │               │     │                │
  └───────────────┘     └───────────────┘     └───────────────┘     └────────────────┘
</div>

### 1. Configure Queues

Set up queues for different inquiry types. [Learn more about Queue Management →](/ai-for-service/contact-center/routing-queues-skills#queues)

### 2. Define Skills

Create skills to categorize agent capabilities. [Learn more about Skills →](/ai-for-service/contact-center/routing-queues-skills#skills)

### 3. Configure Routing

Set up routing rules to match customers with the right agents. [Learn more about Routing →](/ai-for-service/contact-center/routing-queues-skills#how-routing-works)

### 4. Set Up Agent Desktop

Configure the agent console experience. [Learn more about Agent Console →](/ai-for-service/contact-center/agent-console)

***