Delivering intelligent, scalable omnichannel support in healthcare

Overview

A leading healthcare company partnered with Kore.ai to deploy an AI-powered automation layer across inbound and outbound voice, SMS, and digital channels. With millions of daily interactions across health services and member support, the company needed a platform that could support mission-critical communication, accelerate containment, and enable a phased migration to the cloud.

The challenge

The company’s high interaction volumes required a robust automation solution that could scale securely and reliably across multiple environments. Key challenges included:

• Inconsistent containment across voice and digital channels
• Complex migration from on-prem to Kore-managed VPC
• Need for unified AI strategy across 59 live bots
• Latency and support responsiveness

The solution

The company implemented Kore.ai’s Platform and Voice Gateway to support over 50 active health services bots and 8 LSM bots across IVR, SMS, and digital channels. The rollout included:

Business impact

• Stable upward trend in containment and latency improvements
• AI automation embedded across mission-critical health and member services
• Cloud migration project on track with minimal disruption
• Strategic roadmap includes GenAI-powered agent assistance and CoPay automation

Client testimonial

The Kore.ai advantage

Kore.ai delivered a strong foundation for scalable automation in healthcare, designed for complex, regulated industries.

• Omnichannel automation across voice, SMS, and chat
• Enterprise-grade Voice Gateway for healthcare-grade scale and reliability
• XO11 and Dialog GPT to support agentic AI and future expansion

What’s next

Discover how Kore.ai empowers healthcare leaders to scale smarter, automate faster, and serve members better with AI.