Case Study: Premier Global Bank improves customer experience and cuts costs with Kore.ai Bots Platform

Premier global bank enhances customer experience and reduces cost through Kore.ai Bots Platform

Global Bank, one of the big four U.S. banks with 200,000+ employees and some 200 million customer accounts worldwide, faced mounting pressure on its technology and support infrastructure from millions of transactions and internal IT incidents. To improve omnichannel customer experience, reduce contact center costs and resolution times, and leverage existing systems without adding headcount, Global Bank evaluated conversational AI vendors and selected Kore.ai and the Kore.ai Bots Platform for its IDE, integrations, hosting options and strong TCO.

Kore.ai deployed a suite of integrated customer and employee chatbots across desktop, messaging and backend systems — targeting 200 million retail customers and multiple internal teams — to automate FAQs, payments, HNI servicing, IVR and internal knowledge queries. The Kore.ai implementation delivered measurable impact: NPS rose 10 points to +35 in six months, FAQ chatbot usage increased 27%, intent recognition improved from 67% to 73% in six months, expected annual savings of $5M from call deflection, and employee chatbot adoption grew 7% month-on-month with 73% user satisfaction.