Case Study: US Airline Reduces Agent Effort and Improves Contact Center Efficiency with Kore.ai Search AI

US Airline slashes agent research time by 30% with Kore.ai

A leading US airline aimed to transform its contact center operations, which were hampered by lengthy call handling times and the challenge of keeping up with rapidly changing procedural documents. The airline partnered with Kore.ai to leverage AI in order to reduce agent effort and elevate the guest experience without compromising regulatory compliance or accuracy.

Kore.ai deployed its Search AI solution in a 51-day pilot, implementing a hybrid approach that blended generative AI-powered search with live agent support. This solution provided agents with real-time, accurate insights, which slashed agent research time by 30%, reduced Average Handle Time by 10%, and achieved a 20% boost in First Call Resolution.