Scaling intelligent IT support at a global pharmaceutical leader

Introduction

This global leader in pharmaceutical innovation needed to modernize how employees receive IT support across a large, regulated enterprise environment. With an IT support org dealing with a surging and increasingly demanding load for fast, accurate assistance, the company partnered with Kore.ai to streamline support, improve satisfaction, and deliver enterprise-wide AI-powered service intelligence.

The challenge

Like many enterprises undergoing digital transformation, this organization was grappling with multiple challenges in their service delivery. Employees faced long resolution times, inconsistent access across channels, and fragmented support experiences.

Key challenges included:

• Surging IT support volumes driven by digital growth
• Underutilized digital channels and overreliance on phone support
• Disconnected knowledge and systems causing redundant incidents
• Limited self-service capabilities slowing down routine task completion

The company needed a solution that could scale globally, personalize the experience, and reduce support load—without increasing overhead.

The AI-powered solution

Kore.ai partnered with the organization to design and deploy a centralized AI-powered IT assistant that transformed how employees interact with support. It delivers issue-resolving responses faster, proactively surfaces help articles, and reduces dependence on traditional channels.

Deployment highlights:

Transformation timeline:

Business impact

The organization saw measurable gains in efficiency, satisfaction, and productivity
within months:

Client testimonial

The Kore.ai advantage

Kore enabled the company to unify support, scale automation, and reduce friction across the enterprise:

What’s next

Deliver smarter, faster banking experiences—at scale. Discover how Kore.ai is helping leading banks around the world redefine service through intelligent automation.