CASE STUDY

World’s Leading Bottling Company, Coca-Cola Hellenic, Improves Global Employee Experience with Conversational AI-Powered IVA

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The Customer

Coca-Cola Hellenic Bottling Company, or Coca-Cola Hellenic, is the world's third-largest Coca-Cola anchor bottler in volume, with sales of more than 2 billion unit cases. The company bottles and sells the beverages of the Coca-Cola Company exclusively in 29 markets worldwide.

Challenge

Coca-Cola Hellenic's HR team was overwhelmed with repeated employee queries (regarding navigation, policy consultation, and basic information) on multiple fragmented channels with no end-to-end tracking.

In a gist, these were the challenges:

  • Repetitive employee queries on multiple channels
  • Significant dependency on senior HR staff
  • Lack of 24*7 employee assistance
  • No analytics or end-to-end track of queries

Solution

The company used Kore.ai's XO Platform to create a better employee experience by developing Hellen, an intelligent virtual assistant. CCH leveraged XO Platform's pre-built HR & ITSM modules, giving a jump-start to the project.

Business Benefits

  • Enhanced EX with multilingual support
  • Significant time saving
  • Reduced operational cost for HR
  • Lesser dependency on HR staff

Envisioned Results

Containment rate@2x

75%-80%

Containment rate
navigation queries@2x

50%

Automation in system navigation queries
policy-related queries@2x

50%

Automation of policy-related queries

 

Learn how Coca-Cola Hellenic Bottling Company offered seamless employee experience with AI-powered Kore.ai solutions to its global employees.

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Our Clients

200+

Fortune 2000 companies
Top 4 banks Top 3 healthcare

100M+

Enterprise consumers
interact with Kore.ai technology 

1M+

Employees use Kore IVAs
to automate 1 billion plus interactions across 35+ channels

15%-75%

Automate Rates
based on use case

$1B+

In cost reduction
delivered to consumer operations since 2015

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