Case Study: a global e-commerce giant scales customer self-service with Kore.ai

E-Commerce Giant achieves 75% voice containment with Kore.ai

An e-commerce giant faced challenges scaling its customer support to handle high volumes of routine buyer and seller inquiries across voice and digital channels. Their legacy systems, including a rigid menu-driven IVR, created inconsistent self-service experiences and placed unnecessary strain on live agents. To address this, they partnered with Kore.ai to deploy its AI for Service solution to modernize self-service and improve consistency.

Kore.ai implemented a unified, agentic service layer that provides natural, conversational interactions. The solution modernized the voice experience and deployed digital self-service, handling approximately 520,000 calls per month and nearly 900,000 weekly digital sessions. Kore.ai's implementation achieved a 75% containment rate for voice interactions and a 57% containment rate for digital self-service, significantly reducing reliance on live agents and delivering more consistent customer experiences.