Case Study: Leading Lighting Company achieves 96% automation and sub-80s support resolution with Kore.ai Universal Bot

World’s leading lighting company achieves digital transformation leveraging the power of Conversational AI

Leading Lighting Company, a global leader in energy‑efficient lighting with 32,000 employees across 70 countries, faced fragmented support across multiple applications and high demand for guidance on its new IoT‑enabled lighting solutions. To unify internal and external support and reduce complexity, the company engaged Kore.ai and adopted Kore.ai’s Universal Bot along with customer‑facing chatbots and messenger/Knowledge (FAQ) integrations.

Kore.ai implemented a Universal Bot that aggregates backend bots via APIs and dedicated external bots for troubleshooting and vendor support, delivered as website‑hosted, click‑navigation chat experiences. The solution enabled the Universal Bot to handle more than 70% of tasks, cut problem‑redressal time from 900 seconds to under 80 seconds, achieved 96% automation, provided 24x7 support, and generated improved UX, cost savings and 74% positive feedback from customers.