Case Study: Leading Healthcare Innovation Company achieves enhanced user experience, reduced operational costs and faster time-to-market with Kore.ai Bots Platform

World’s leading healthcare innovation company enhances user experience using the Kore.ai Bots Platform

Leading Healthcare Innovation Company is a global healthcare provider operating across 150 countries and serving millions of patients and providers. Faced with slow, error-prone agent workflows that required navigating multiple backend systems to answer behavioral health, benefits and eligibility queries, the customer selected the Kore.ai Bots Platform to automate and streamline agent query resolution.

Kore.ai worked with the customer to build two specialist bots (Behavioral Health and Benefits & Eligibility) and then merged them into a single unified bot called AIDA that fetches real-time data from multiple backend systems (including EDI and IBAAG). The Kore.ai solution improved agent productivity, reduced time spent switching systems, enabled 24/7 access and faster issue resolution, and delivered a significant reduction in operational costs and time-to-market for the company.