Case Study: a major telecoms leader achieves 20% better voice automation with Kore.ai AI Agents

Major telecoms leader improves voice automation by 20% with Kore.ai

A major telecoms leader, one of the largest broadband and cable operators in the United States, faced challenges with its outdated legacy IVR system. The platform struggled with high call volumes, limited flexibility, and frequent fallbacks to human agents, which created customer friction and operational inefficiencies. To modernize its voice experience, the company partnered with vendor Kore.ai and its AI for Service solution.

Kore.ai implemented intelligent AI Agents to handle billing, repair, activation, and other high-volume interactions. This solution shifted 53% of IVR traffic to automation, achieved a 20% improvement in voice automation performance, and reliably supported over 600 thousand daily calls. The modernization is projected to deliver $125 million in annual savings at full rollout, significantly boosting efficiency and customer experience for the telecoms leader.