Case Study: Leading Lighting Company achieves sub-80-second issue resolution and improved employee productivity with Kore.ai's Universal Bot

A leading lighting company simplifies multi-bot environment through Kore.ai’s Universal Bot

Leading Lighting Company, a global leader in energy‑efficient lighting with ~32,000 employees across 70 countries, faced a fragmented, multi‑bot landscape (ServiceNow, SAP, etc.) that forced employees to log into multiple bot environments, hurting productivity and inflating costs. They selected Kore.ai and its Universal Bot offering to provide a common, consistent interface for employees across regions and applications.

Kore.ai ran a week‑long workshop, built demo bots, and delivered a customized Universal Bot that integrates multiple backend bots via API and combines messenger functionality with Knowledge/FAQ capabilities for 24x7, multi‑language support. The Kore.ai solution now handles over 70% of the workload, cut average handling time from 15 minutes (900 seconds) to under 80 seconds, and materially improved employee productivity while reducing costs and time‑to‑market.