Due to the high number of tickets opened on the ticketing system, IT support Agents abandoned 10% of support queries on ServiceNow. A simple hardware service or replacement, or login or password reset issues would take a few hours to a day to resolve building employee frustration.
A virtual assistant was built using Kore.ai Experience Optimization (XO) Platform, particularly the visual dialog builder in the platform was used to prototype and build dialogs for around 100+ IT support FAQs. The virtual assistant is integrated with ServiceNow to fetch and resolve tickets. The virtual assistant can understand natural language and solve routine IT support issues in a matter of seconds than the hours it would take manually.
Fortune 2000 companies
Top 4 banks Top 3 healthcare
interact with Kore.ai technology
Employees use Kore IVAs
to automate 1 billion plus interactions across 35+ channels
based on use case
In cost reduction
delivered to consumer operations since 2015