Kore.ai

The multinational bank employees over 78,000 workforce worldwide. This workforce uses various internal portals to get their IT service requests resolved, whether it is installing a new software program, requesting a hardware service or replacement, or simple login or password reset issues. The first mode of contact for IT support was ServiceNow. Typically, agents took anywhere between a few hours to a day to resolve these queries. This hampered the employees’ ability to perform tasks and impacted productivity. Moreover, the high volume of IT tickets meant agents would abandon 10% of the queries. Due to high churn rates, hiring, training and managing service desk agents resulted in overall high operational costs as well. When the financial services company assessed employee queries, they appeared to be repetitive in nature. Further, they figured that the staff found it cumbersome to search for solutions to common questions on the intranet. The search resulted in ambiguous answers and longer wait times connecting to an agent added to the frustration.

The insurance company operates in 8 US states and receives over 450,000 customer calls around the year. Over 65% of these calls are routine queries related to policy renewal, payment options, coverage details, and so on. The company wanted to transform customer-agent interactions, from being a purely transactional experience to a more efficient customer-centric engagement. The insurer wanted to provide its customers a way to access this information in an efficient manner without having to wait in line to speak to an agent.

The bank was facing an imminent challenge of losing out on customer expectations, as millions of transactions emerging from the huge customer base were creating pressure on the technology and support infrastructure. Moreover, these challenges got aggravated with the constant flow of incoming IT incidents from the huge employee base across the organization. The technology and innovation group was finding it difficult to arrest the spiraling cost of resolution per ticket, increase in resolution time and multiple incidents of human errors. The bank was looking for a common solution that can address concerns on both the fronts - customers as well as employees, in an efficient and cost-effective manner.

The healthcare company was facing multiple challenges in addressing queries made by customers and the agents. They were looking for a bots platform that could build a bot which can provide solutions to address issues like improving agent productivity by assisting them to procure data from multiple discrete systems and reduce wastage of time, automating agent management to enable them to get round the clock feedback about their sales order in real time, enhancing customer experience and resolving customer queries in real time, and ensuring easy access to a single web page in their third-party systems.

The company provides its global workforce an internal common portal that allows them to access products and services to perform their day-to-day job functions. The main HR webpage, owned and maintained by the HR team, is accessed through this common portal. Finding, accessing, and updating information through this portal was cumbersome. Both employees and HR staff struggled to provide and get services through this portal. The company wanted an innovative, self-serve yet scalable solution to serve its employees for HR or procurement-related queries. It wanted to free up the support staff time to focus on important issues while improving employee experience overall.

The energy supply firm, which operates the largest natural gas utility in North America, was facing challenges due to its increasing workforce and third-party contractors. The HR staff was overwhelmed with routine queries from employees on areas such as payroll, leave balance, and insurance. These queries were either made in person or via a toll-free number, leading to a significant increase in routine HR queries. The company also runs a half-yearly drive to update pay and benefits data for employees, which adds to the HR staff’s workload. Additionally, open enrollment and the appraisal cycle each year strain the HR staff as updates and information exchange on employee data is significantly cumbersome.

The customer, a world leader in the development, manufacturing, and sales of innovative, energy efficient lighting products, systems, and services, had a diverse application landscape due to their employees being spread across various continents. They had multiple bots specific to each application (ServiceNow for ITSM, SAP, and many more) being deployed. The employees had to log in to different bots environments to raise complaints, leading to productivity losses and cost escalations. The organization wanted to simplify the process and provide a common interface and consistent experience across the employee base. They were looking for a provider with proven capability for providing a common interface for all bots.

The New York-based multinational banking and financial services conglomerate was facing a higher workload of cases as the IVR could not contain more than 40% of its callers. The costs of providing support started to rise, compounded with an increasing volume of support requests that kept getting routed to human agents instead of the IVR. The bank also observed that it took a long time for queries to get resolved whenever customers tried to avoid phone calls and avail support online by referring to FAQs on the website, resulting in an adverse impact on CSAT scores. The bank started to explore ways to enable centralized omnichannel support and automate its contact center operations, reduce support costs, improve efficiency and enhance customer support.

The client, one of the world's largest cruise lines, was looking to improve the customer experience for its on-ship concierge services. The ship, which can host up to 6,500 passengers at a time, boasts of a luxurious deck with multiple specialty restaurants, swimming pools, spas, shopping malls, amusement parks, and adventurous sports facilities. The cruise line was looking for a solution that would allow the crew to anticipate guest needs, and deliver high-touch experience by communicating, updating, and assisting them throughout their journey. Moreover, a minimally intrusive way of serving guests was envisaged (something of a self-serve model) so that they don’t have to call the ship’s concierge service desk for every need. In short, they wanted a concierge for every passenger. And what better option than a digital assistant powered by conversational AI?

The company was facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions. Many customers needed help in setting up the bridge, while few of them had problems in installing the lights as they lack technical competence or can’t follow the instruction manual. Though the process for installation of the lights and bridge was pretty straight-forward, their call centers were inundated with repetitive service requests from clients. The problems were easily resolvable and mostly repetitive, but consumed large bandwidth of their agents leading to a huge pileup of service requests. To address this, the company wanted an intelligent virtual agent residing on its website and provide 24X7 assistance to the customers.

The company inherited a complex application landscape, processes and was beset with huge employee productivity issues, causing delays along with cost escalation. The Sales Ops users had to log in to 5-6 different IT applications to execute business processes. It wanted to simplify the process, cut down the high cost of operations, and increase the speed of process execution. It also wanted to save on customer support costs without compromising on the customer experience. To address these challenges, the company decided to leverage intelligent automation by deploying RPA bots in tandem with Conversational AI-powered chatbots for the following use cases: 1. Provide self-service options to employees 2. Provide a single UI for employees to read and write transactions 3. Simplify business processes by reducing the number of human touchpoints and/or reducing lead time to complete.

The company was facing multipronged challenges: their employees and vendors had varied requirements that needed personalized attention, while customers were facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions owing to low market (or technical) awareness. Spread across locations in various continents, the organization inherited a diverse application landscape. Multiple bots specific to each application (ServiceNow for ITSM, SAP, and many more) were being deployed. This lead to productivity losses and cost escalations as employees had to log into different bots environments to raise complaints. Addressing issues of its huge vendors and distributor base was turning out to be costly. Each vendor needed constant guidance and support to cater to this new age technology products.

The company is the largest brewery in the Czech Republic, with thousands of dispatch points across the geography. The Transport Management System (TMS) in the company receives and manages 100s of email requests from both internal and external users. These emails range from booking a slot to extra order requests, delivery time slot change, and opening the slots, etc. These email requests propel to a shared mailbox. The support teams had to manually extract, access, manipulate, and determine the root cause for each query. It begins with checking the internal systems, fetching current data, and appraising the users. This manual email resolution had many challenges - manual errors, operational delays, spike in operation cost, to name a few. The company evaluated new-age technologies and decided to deploy AI-powered Virtual Assistants to streamline the process and easily communicate with backend systems. Further, they wanted to utilize RPA (Robotic Process Automation) capabilities to automate and execute logistical tasks.