Case Study: Belgian Multinational Drinks and Brewing Holdings Company achieves 80% automation of Transport Management System email handling and $187K annual savings with Kore.ai

Multinational Brewery Major Automates Complex Support System with Kore.ai Virtual Assistant

The Belgian Multinational Drinks and Brewing Holdings Company, the world’s largest brewer with 155,000 employees and operations across 50+ countries, faced a high-volume Transport Management System (TMS) email backlog—hundreds of requests for booking slots, delivery changes and order adjustments that landed in a shared mailbox and required time-consuming manual handling. To automate and scale this process, the company engaged Kore.ai to deploy an AI-powered email-sorting virtual assistant integrated with RPA and backend systems.

Kore.ai built and deployed an intelligent virtual assistant that recognizes intents, color-codes emails, triggers Blue Prism bots via MuleSoft APIs when needed, and routes items for manual review when required. The Kore.ai solution now handles 80% of emails, automated 12K+ tasks, saved approximately $187K annually (released 4 FTEs), reduced manual-error costs (~$10K/yr), and boosted employee productivity by 15%, while improving response speed and customer satisfaction.