Autodoc Transforms Multilingual Customer Support with AI Agents

Overview

Autodoc, Europe’s leading online retailer of vehicle spare parts and accessories, has grown rapidly since its founding in Berlin in 2008. Serving over 22 million customers across 27 countries, the company faced a tipping point: as order volumes surged, maintaining high-quality customer service was becoming increasingly complex.

To meet these challenges, Autodoc partnered with Kore.ai to deploy AI for Service to deliver autonomous intelligent self-service, while enabling human agents to focus on high-value interactions that benefit from expertise and empathy.

“Before Kore.ai, our team was overwhelmed with repetitive questions, leaving little time for complex customer needs. Now, AI handles the routine tasks, and our agents can focus on what matters most—delivering exceptional support.” - Autodoc Leadership Team

Challenge

Autodoc’s service team struggled with repetitive inquiries such as password resets, order tracking, and refund requests, which consumed agent time and slowed responses to more complex issues.

Key Pain Points:

• Low first-contact resolution at 27% created customer friction
• Repetitive tasks reduced agents’ capacity for higher-value support
• Poor legacy chatbot adoption at 25% limited self-service effectiveness
• Lack of 24/7 and multilingual support restricted global coverage
  

Customers wanted fast, accurate answers through self-service and meaningful support from human agents, but the existing system made both difficult.

Solution

Autodoc implemented AI for Service to automate routine interactions, expand multilingual support, and empower human agents with agentic AI-powered tools.

Kore.ai AI Agents

• Handled repetitive tasks including order tracking, address updates, refund checks, and product compatibility inquiries
• Contained routine inquiries through self-service
• Delivered natural, context-aware conversational responses
• Improved answer accuracy over time as AI Agents learned
• Equipped human agents with agentic AI-powered tools

Kore.ai Agent AI

• Equipped agents with real-time guidance, next-best actions, automated workflows, guided playbooks, live coaching, and automated summaries to support faster, more consistent interactions
• Provided instant knowledge retrieval that reduced research time by 10 percent and enabled quicker resolution of complex inquiries

24/7 Multilingual Support

• Delivered always-on automated self-service across 27 countries and multiple languages
• Ensured consistent, accurate customer support at any time, without increasing human agent workload

Business Impact

Within six months, Autodoc achieved measurable improvements that directly addressed its key challenges:

• 11% increase in self-service usage, overcoming previously low adoption driven by the lack of trusted, always-available multilingual support
• 15% improvement in first-contact resolution (FCR), addressing the friction customers experienced during initial self-service inquiries
• 20% decrease in average handling time (AHT), resolving the earlier gap where agents lacked the tools and information needed to handle complex inquiries efficiently
• 30% reduction in human agent workload, addressing the previous shortfall in effective self-service that left routine inquiries dependent on human support
• 10% increase in agent productivity, resolving the earlier challenge where agents did not have the support required to work at their full potential

These gains allowed Autodoc to scale globally without compromising service quality, ensuring customers receive fast, accurate support while human agents are empowered to focus on complex inquiries.

‍The Kore.ai Advantage

Kore.ai empowers enterprises to modernize customer service with intelligent AI agents and AI-powered assistance for human agents. The same capabilities that helped Autodoc increase self-service usage, improve first-contact resolution, reduce handling times, and lighten agent workload are available to any organization looking to transform support. AI for Service enables enterprises to operate more efficiently, scale service globally, and deliver the high-quality, empathetic experiences today’s customers expect.