Case Study: AGCO digitizes customer service with Persistent Systems and Kore Conversational AI

How Persistent helped AGCO digitize its customer service with a conversational AI

AGCO, a global leader in agricultural equipment, wanted to digitize customer service for its European spare parts department. Persistent Systems helped AGCO evaluate options and select Kore.ai Conversational AI to create a faster, self-service support channel for dealers across French, English, and German, replacing much of the routine handling done by email, phone, and the distributor gateway.

Persistent Systems implemented the solution in AGCO’s online dealer gateway and Salesforce Service Cloud, covering 30 use cases through 22 scripts. The bot now answers 80% of user questions, reduces time spent on basic support requests by 15%, operates 24/7, and alerts support staff in Salesforce when a request needs human assistance. AGCO can also update scenarios independently in the back end.

AGCO

Thierry Martini

Director