How a leading retail business modernized IT support for 90K employees

Overview

A global confectionery and pet care enterprise with around 90,000 employees worldwide needed to modernize internal IT support. Their centralized IT teams delivered 24/7 support across multiple regions and time zones, but lacked an overall AI solution that could keep up with employee needs or scale across languages.

The organization partnered with Kore.ai to replace its legacy, static FAQ-based chatbot with an AI-powered employee IT assistant integrated with ServiceNow. The Agentic AI solution now enables employee self-service for different use cases, intelligent ticket management, and seamless agent handoff, all while supporting 34 languages across their global workforce.

The Challenge

As the company expanded its operations, employee IT support struggled to keep pace with growing demand across regions and languages. With 90,000 employees worldwide routing IT requests to a support team of just 50 agents, the pressure was immense. The organization needed to service more employees and increase satisfaction scores while maintaining the help desk agent headcount.

The path forward was clear: reduce the burden on help desk agents by enabling robust employee self-service. However, the existing chatbot was a basic FAQ bot with limited automation, unable to deliver the dynamic, conversational experience employees needed.

The transition from static automation to AI-driven support was essential, but several obstacles stood in the way:

• Limited chatbot capabilities – The legacy bot was static and FAQ-driven, making it difficult to scale across regions and use cases.
• Language barriers – Most knowledge base articles were in English, but employees needed information in their preferred language to resolve issues independently.
• Manual processes – Employees manually searched ServiceNow articles or created tickets when they couldn't find answers, increasing ticket volume.
• High agent dependency – Routine IT requests consumed helpdesk agent capacity that could be used for complex issues.

The company needed a solution that could support a multilingual workforce while driving self-service and reducing unnecessary ticket creation, all without expanding the support team.

The Solution

The company partnered with Kore.ai to build a comprehensive IT support automation solution that brought the power of agentic AI to every employee. The goal was to automate the end-to-end employee IT support experience, from self-service to help desk agent assistance, while seamlessly integrating required tools and systems.

Key capabilities included:

• Enterprise search – Leveraging permission-aware search, employees retrieve relevant knowledge base articles in their preferred language.
• Live agent support with AI assistance – Seamless escalation for complex issues with full conversation context, plus real-time agent assistance.
• ServiceNow integration – Employees create tickets, check status, escalate issues, and add comments directly through the assistant.
• Enterprise multilingual support – Supports up to 34 languages with automatic adaptation based on user profile.

With the solution, employees can access a wide range of IT support use cases, including service requests, general inquiries (FAQs), intelligent ticket routing for L2/L3 support with agent hand-off, and automated ticket creation when self-service resolution isn't possible.

The company also rolled out the Message of the Day initiative, leveraging the notifications feature to send quick updates on outages and other announcements.

Business Impact

The AI-powered IT assistant transformed how employees access support and how IT teams operate. By enabling intelligent self-service and streamlining knowledge retrieval, the company achieved significant improvements in efficiency and employee satisfaction:

• 65% self-service resolution in the first month – with significant improvements as adoption scales
• 90,000 employees supported – across multiple regions and time zones
• 34 languages enabled – with real-time translation and dynamic adaptation
• 4,000 active users engaging daily – demonstrating strong adoption of the AI assistant
• Expanded use case coverage – more IT workflows supported than the previous solution

The solution enables employees to resolve incidents and service requests through AI-assisted self-service, while providing faster access to IT support across languages, regions, and time zones. This reduced agent dependency and freed IT teams to focus on complex issues requiring human expertise.

The Kore.ai Advantage

The company modernized its IT support experience and continued expanding its AI capabilities through the key strengths of Kore.ai's solution. The solution unified knowledge search, ticketing, and incident management, along with agent escalation, into a single conversational interface, eliminating the fragmentation that had previously slowed employees down. The no-code-to-pro-code builder experience proved particularly valuable, as the IT team independently accessed the platform and built additional use cases post-deployment, including a PC replacement workflow to demonstrate the platform's ease of use.