Case Study: Leading Multinational Bank achieves 40% IT ticket containment with Kore.ai

German multinational bank deploys IT support virtual assistant to increase containment from 23% to 40%

Leading Multinational Bank, a Frankfurt‑headquartered investment bank with over 78,000 employees across 58 countries, struggled with high volumes of repetitive IT requests submitted via ServiceNow, long turnaround times (hours to a day), 10% ticket abandonment and rising agent costs. To modernize support and improve productivity, the bank selected Kore.ai and its no‑code conversational AI platform to build an on‑prem IT support virtual assistant.

Kore.ai deployed an on‑prem virtual assistant pre‑trained on 100+ common IT tasks, built with its visual dialog builder, integrated with LDAP and ServiceNow for ticket fetch/escalation and live‑agent handoff. The Kore.ai bot now handles first contact for all queries (around 70K tickets/month), achieved 40% containment, reduced manned service desk costs by ~20% annually and cut average agent sessions by 40%, turning many resolutions from hours into minutes.