Case Study: a global pharmaceutical leader scales intelligent IT support with Kore.ai

Global Pharmaceutical Leader reduces IT support calls by 10% with Kore.ai

A global pharmaceutical leader faced challenges in modernizing its IT support for a large, regulated enterprise. With surging support volumes, underutilized digital channels, and slow self-service capabilities, the company partnered with Kore.ai to streamline support and improve employee satisfaction.

Kore.ai implemented a centralized AI-powered IT assistant to transform how employees interact with support. The solution delivered faster issue resolution, proactively surfaced help articles, and reduced dependence on traditional channels. The results included 4.6 million AI support minutes, a 10% reduction in call volume, and a 20% increase in productivity for the organization.