Case Study: Boardwalk REIT boosts contact center efficiency with Kore.ai

Boardwalk REIT reduces contact center overheads by 50% with Kore.ai

Boardwalk REIT, a Canadian real estate investment trust managing over 33,000 residential units, faced challenges in its contact center during crisis events and seasonal spikes. To meet rising resident expectations and reduce call volume without sacrificing its personal service, Boardwalk partnered with Kore.ai to implement a solution using their Agent Platform and SmartAssist.

Kore.ai deployed its platform within Boardwalk's AWS-powered contact center to automate repetitive resident inquiries. This solution led to a measurable business impact, including a 50% reduction in overheads, fewer manual errors, and a higher first-call resolution rate. Kore.ai provided a resilient and scalable contact center AI foundation that preserved the company's empathetic and responsive service.

Boardwalk REIT