Case Study: Canadian Multinational Energy Distribution Company achieves 7-second response time and 90% containment with Kore.ai

Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant

Canadian Multinational Energy Distribution Company — a Top Global Energy Leader with a 15,000-strong workforce — was being overwhelmed by routine HR queries (pay, benefits, time off, payroll, etc.), which strained HR and call-center resources. After an internal robotic solution underperformed, the company turned to Kore.ai’s omnichannel, no-code virtual assistant platform to address frequent employee questions and reduce HR workload.

Using Kore.ai the firm built Mya, an HR support virtual assistant (100+ FAQs, 50+ dialog flows) integrated with HR Workday (SOAP) and SharePoint and available on Web and MS Teams. Kore.ai’s NLP/NLU drove over 90% containment (with intent recognition up to ~95%), Mya now handles ~900 questions/month and cut average response time from 30 minutes to 7 seconds, freeing HR to focus on higher-value work.