Case Study: a global confectionary leader modernizes IT support for 90,000 employees with Kore.ai

Global Confectionary Leader boosts self-service resolution to 65% with Kore.ai

A global confectionary leader with 90,000 employees worldwide faced significant challenges modernizing its IT support. Their legacy FAQ-based chatbot could not scale across regions or languages, leading to high agent dependency and manual processes. The company partnered with Kore.ai to implement an AI-powered employee IT assistant to overcome these obstacles and increase self-service resolution.

Kore.ai's solution provided enterprise search, ServiceNow integration, and multilingual support in 34 languages. This enabled intelligent self-service and streamlined ticket management. The results were substantial, including a 65% self-service resolution rate in the first month and support for 90,000 employees across the globe, which dramatically improved efficiency and employee satisfaction.