Case Study: a Fortune 500 healthcare giant transforms member engagement with Kore.ai's omnichannel AI

a fortune 500 healthcare giant supports 12M members with Kore.ai

The customer, a Fortune 500 healthcare giant, faced challenges in delivering consistent and efficient service across its digital and contact center channels. With low self-service containment and disconnected systems, the organization struggled to meet rising member expectations while managing costs and compliance. They partnered with vendor Kore.ai and its AI for Service platform to modernize their member engagement and unify their automated and assisted service models.

Kore.ai implemented an omnichannel AI service platform that provided automated self-service for routine inquiries and AI-powered assistance for human agents. This solution from Kore.ai resulted in reduced contact center dependency, improved digital containment, and more consistent member experiences. The healthcare giant achieved significant operational efficiencies and established a scalable foundation for future growth.