How Kore.ai Uses Collinear’s Simulation Lab to Train Enterprise AI Agents at Scale
“91% of AI-generated responses showed significant improvement, leading to faster resolutions and better customer experiences.”
Kore.ai powers AI-driven customer and employee experiences for 150+ F2000 enterprises globally. At the heart of their platform is XO GPT, a family of custom models fine-tuned for contact center conversational use cases.
As Kore.ai scaled, their models needed to perform consistently across a growing matrix of industries, use cases, and languages. But they hit a wall: their agents had no way to train against the complexity of real-world interactions before going live. They needed high-quality training data that reflected the messy, multi-turn, multi-lingual reality their agents would face in production.
That’s when the partnership with Collinear began. Watch Thiru Bandam (VP, Tech) and Ravi Rachannavar (Director of AI/ML Products) share the story of the partnership.
The Challenge
Kore.ai’s agents operate across a broad spectrum of industries, languages, and customer scenarios. Every interaction is different. A banking customer in Brazil has different expectations than a healthcare provider in Germany. The agents needed to handle all of it.
The problem was straightforward: there was no scalable way to simulate these diverse conditions and generate the training data to prepare agents for them. Static benchmarks didn’t capture the complexity. Manual QA couldn’t keep up with the volume. And real production data was too scarce and sensitive to train on directly.
Kore.ai needed a simulation environment where their agents could encounter realistic scenarios across industries and languages, fail safely, and produce the high-signal data to improve.
The Solution
Kore.ai partnered with Collinear to build a simulation-driven training pipeline for XO GPT. Together, they:
- Defined custom performance standards for the XO GPT platform, encoding the accuracy, consistency, and behavioral standards their enterprise customers demand.
- Generated thousands of high-signal training data points through Collinear’s simulation lab, covering diverse industries, languages, and edge cases that static datasets would never capture.
- Built a continuous improvement flywheel using reinforcement fine-tuning, where each round of simulation produced better data, which produced better agents, which surfaced harder failures to train against.
The Results: Transforming AI for the Enterprise
The impact of this partnership has been game-changing.
✔ 91% of AI-generated responses showed significant improvement, leading to better accuracy, efficiency, and reliability.91% of AI-generated responses showed significant improvement in accuracy, consistency, and resolution quality.
✔ Multi-lingual agent performance across 9 languages, enabling Kore.ai to serve enterprises across global markets with consistent quality.
✔ Faster customer query resolution, translating directly into higher customer satisfaction and stronger enterprise adoption.
The partnership established a repeatable framework: simulate real-world conditions, generate training data from the results, and continuously improve agent performance with every cycle.
“91% of AI-generated responses showed significant improvement, leading to faster resolutions and better customer experiences.”
"This isn't just another vendor relationship. Collinear has proven to be a true partner, genuinely invested in our success. That's rare to find in this industry, and it's made all the difference in what we've been able to achieve together."
What’s Next
As Kore.ai continues to scale, the simulation-driven pipeline with Collinear scales with it. New industries, new languages, and new use cases feed into the simulation lab, producing fresh training data that keeps XO GPT improving.
"Our collaboration with Collinear has been transformative. If you’re serious about enterprise-grade AI performance, Collinear is THE partner that will help you achieve it."
See what Collinear’s simulation lab can do for your team.
Book a demo and we’ll show you how Collinear builds high-signal, multi-lingual training data tailored to your models and domains.
Book a demo
A leading enterprise AI platform that builds conversational and agentic AI solutions for 150+ F2000 enterprises globally, automating customer service and employee productivity across channels.
Kore.ai powers AI-driven customer and employee experiences for 150+ F2000 enterprises globally. At the heart of their platform is XO GPT, a family of custom models fine-tuned for contact center conversational use cases.
As Kore.ai scaled, their models needed to perform consistently across a growing matrix of industries, use cases, and languages. But they hit a wall: their agents had no way to train against the complexity of real-world interactions before going live. They needed high-quality training data that reflected the messy, multi-turn, multi-lingual reality their agents would face in production.
That’s when the partnership with Collinear began. Watch Thiru Bandam (VP, Tech) and Ravi Rachannavar (Director of AI/ML Products) share the story of the partnership.
The Challenge
Kore.ai’s agents operate across a broad spectrum of industries, languages, and customer scenarios. Every interaction is different. A banking customer in Brazil has different expectations than a healthcare provider in Germany. The agents needed to handle all of it.
The problem was straightforward: there was no scalable way to simulate these diverse conditions and generate the training data to prepare agents for them. Static benchmarks didn’t capture the complexity. Manual QA couldn’t keep up with the volume. And real production data was too scarce and sensitive to train on directly.
Kore.ai needed a simulation environment where their agents could encounter realistic scenarios across industries and languages, fail safely, and produce the high-signal data to improve.
The Solution
Kore.ai partnered with Collinear to build a simulation-driven training pipeline for XO GPT. Together, they:
- Defined custom performance standards for the XO GPT platform, encoding the accuracy, consistency, and behavioral standards their enterprise customers demand.
- Generated thousands of high-signal training data points through Collinear’s simulation lab, covering diverse industries, languages, and edge cases that static datasets would never capture.
- Built a continuous improvement flywheel using reinforcement fine-tuning, where each round of simulation produced better data, which produced better agents, which surfaced harder failures to train against.
The Results: Transforming AI for the Enterprise
The impact of this partnership has been game-changing.
✔ 91% of AI-generated responses showed significant improvement, leading to better accuracy, efficiency, and reliability.91% of AI-generated responses showed significant improvement in accuracy, consistency, and resolution quality.
✔ Multi-lingual agent performance across 9 languages, enabling Kore.ai to serve enterprises across global markets with consistent quality.
✔ Faster customer query resolution, translating directly into higher customer satisfaction and stronger enterprise adoption.
The partnership established a repeatable framework: simulate real-world conditions, generate training data from the results, and continuously improve agent performance with every cycle.
“91% of AI-generated responses showed significant improvement, leading to faster resolutions and better customer experiences.”
"This isn't just another vendor relationship. Collinear has proven to be a true partner, genuinely invested in our success. That's rare to find in this industry, and it's made all the difference in what we've been able to achieve together."
What’s Next
As Kore.ai continues to scale, the simulation-driven pipeline with Collinear scales with it. New industries, new languages, and new use cases feed into the simulation lab, producing fresh training data that keeps XO GPT improving.
"Our collaboration with Collinear has been transformative. If you’re serious about enterprise-grade AI performance, Collinear is THE partner that will help you achieve it."
See what Collinear’s simulation lab can do for your team.
Book a demo and we’ll show you how Collinear builds high-signal, multi-lingual training data tailored to your models and domains.
Book a demo
Stop launch-and-pray AI.
Simulations catch failures before your customers do.