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 solutions that reimagined how customers engage with support, while empowering agents to focus on high-value work.

“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:

• Only 27% of customer issues were resolved during the first contact
• Agents spent significant time on repetitive, low-value tasks
• Legacy chatbot adoption was low (25%)
• No 24/7 or multilingual coverage across 27 markets

Customers wanted fast, accurate answers, and agents wanted to focus on meaningful support—but both were constrained by the limitations of the existing system.

Solution

Autodoc implemented the AI for Service solution to automate routine interactions, enhance multilingual support, and equip agents with AI-powered tools.

Kore.ai Automation AI

• Handled repetitive tasks such as order tracking, address updates, and product compatibility checks
• Reduced manual effort and allowed agents to prioritize complex inquiries
• Delivered context-aware, conversational responses that improved accuracy and engagement over time
• Learned from interactions to provide more precise answers and build customer trust

Kore.ai Agent AI

• Equipped agents with AI-powered recommendations and knowledge retrieval
• Reduced research time by 10%, enabling faster resolution of complex issues

24/7 Multilingual Support

• Provided consistent service across all 27 countries and multiple languages

Business Impact

Within six months, Autodoc’s transformation delivered measurable improvements for both customers and agents:

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

The Kore.ai Advantage

Kore.ai enables enterprises to reimagine support operations at scale, combining automation, conversational intelligence, and generative AI to deliver measurable business outcomes. By deploying intelligent AI agents, organizations like Autodoc can reduce costs, improve efficiency, and elevate the customer and agent experience across all touchpoints.

‍