Case Study: Large U.S. Telecommunications Provider modernizes customer service with Kore.ai voice automation

Large U.S. Telecommunications Provider reduces call length by 25% with Kore.ai

A large U.S. telecommunications provider faced challenges with its legacy IVR system, which was rigid, menu-driven, and struggled to handle high volumes of customer inquiries, especially during service outages. This led to customer frustration, repeat calls, and strained contact center operations. The provider partnered with Kore.ai to modernize its voice self-service using the vendor's AI for Service platform to create more natural, conversational interactions.

Kore.ai implemented a conversational voice layer and Voice Gateway that understood customer intent, enabling a more natural self-service experience. The solution integrated with the existing contact center and backend systems, providing context-rich handoffs to live agents and outbound notifications for service outages. Results included handling 134,000+ automated interactions in a month, achieving ~40% call containment, and reducing average call length by ~25%. Kore.ai's platform established a scalable foundation for the provider to improve customer service and operational efficiency.