Case Study: an 80-million-customer energy giant achieves 60% automation and digital-first service with Kore.ai

80-million-customer Energy Giant handles 350,000+ annual sessions with 60% automation using Kore.ai

An 80-million-customer energy giant faced the challenge of modernizing its customer operations, which were heavily dependent on expensive and difficult-to-scale voice support channels across the UK, Germany, and Turkey. The company needed a solution to reduce reliance on voice, support multiple languages, and integrate with its existing tech stack. They partnered with Kore.ai to deploy an AI-powered customer service platform to address these challenges.

Kore.ai implemented a solution featuring conversational AI, AI-powered knowledge search, and integration with Zendesk to provide multilingual support across web and mobile channels. This resulted in over 350,000 annual sessions being handled and a 60% automation rate, allowing the company to decommission voice support in those three markets. Kore.ai provided a scalable, digital-first foundation for customer service.