Automation and AI — with governance and human control
Build reliable journeys using rules and flows, add AI assistance where it helps, and keep teams in control through inbox workflows and clear handoff.
Automation breaks when it’s not governed
Most automation stacks are a set of scripts and triggers spread across tools. They’re hard to audit, hard to evolve, and risky to run at scale.
Fragile workflows
Small changes break routing, follow-ups, and escalation because there’s no shared system of record.
No clear ownership
Teams don’t know which rule fired, why it fired, or who owns the outcome.
AI without guardrails
AI replies can drift or hallucinate if they’re not bounded by structured rules and safe fallbacks.
Disconnected from operations
Automation that doesn’t connect to inbox workflows cannot support real teams and accountability.
Build journeys with rules, flows, and AI assistance
KT AI combines automation and AI into one operational layer — designed to work with teams, handoffs, and reporting.
Rules-based routing
Flow / journey automation
Human handoff by design
Trigger-based journeysEscalation to agentsAudit-friendly operationsFallback pathsComposable workflows
Rules → Flows → Inbox Handoff
What you can automate
Common automation building blocks used by teams running high-volume conversations.
Routing & assignment
Route conversations to the right team based on intent, SLA, region, or customer state.
Follow-ups & reminders
Trigger reminders and nudges when customers don’t respond or tasks are pending.
Escalation workflows
Detect edge cases and escalate to agents with full context instead of dropping conversations.
Qualification flows
Ask structured questions and capture the right details before handing off to humans.
Operational notifications
Notify teams when key events happen — status updates, handoffs, or approvals.
AI assistance where it helps
Use AI to draft replies, summarize threads, and support agents — bounded by rules and human review.
Automation & AI FAQs
How teams adopt automation safely without losing control.