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 500 companies
Top 4 banks, Top 3 healthcare
Enterprise consumers
interact with Kore.ai tech
Employees use Kore.ai bots
automate 1B+ interactions
Employees use Kore.ai bots
Automation Rates
In cost reduction
delivered since 2015
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