Global design and engineering software leader automated employee experience with AI

Overview

A global leader in design and engineering software needed to modernize employee support for its workforce spread across multiple regions and time zones, where fragmented systems created inconsistent experiences and operational inefficiency.

Employees navigated multiple portals for HR benefits, IT troubleshooting, legal contracts, and procurement requests, leading to outdated content, poor discoverability, and unnecessary ticket creation for even simple inquiries. To address these challenges, the company launched an enterprise-wide employee virtual AI assistant strategy to consolidate internal support into a single, scalable, AI-driven interface.

Kore.ai was selected to power this initiative and serve as the foundation for long-term employee service automation.

The challenge

As the organization scaled globally, what should have been simple employee requests were taking hours instead of minutes, impacting productivity across the organization.

The path forward was clear: consolidate support into a unified AI-driven experience. However, several significant obstacles stood in the way:

• Poor content discoverability and outdated knowledge – Employees spent excessive time searching fragmented knowledge bases for obsolete or incomplete information, leading them to create support tickets for routine inquiries.
• Siloed systems without integration – HR, IT, Legal, and Procurement operated independently without system connectivity, requiring employees to navigate multiple portals and preventing efficient issue resolution.
• Manual processes driving operational inefficiency – Lack of automation for routine requests overwhelmed support teams with high ticket volumes, while creating slow response times and inconsistent employee experiences.

The organization needed an enterprise-grade AI solution capable of unifying support across domains while meeting global security, compliance, and scalability requirements, without disrupting the complex enterprise systems landscape already in place.

The solution

The company partnered with Kore.ai to deploy AI for Work as a comprehensive employee support automation solution that would fundamentally change how employees accessed help. The goal was to create an employee AI assistant. This single enterprise-wide virtual assistant would serve as the front door for all employee support needs, eliminating the need to remember which system handled which request.

Key capabilities include:

• HR – Automated high-volume inquiries across benefits, payroll, onboarding, and training, reducing routine HR ticket volume and freeing up HR teams for higher-value work.
• IT – Enabled instant self-service for password resets, application access, and device troubleshooting, cutting resolution times and reducing dependency on the help desk.
• Legal – Gave employees immediate access to contract confirmations, document inquiries, and attorney assignments, eliminating the manual outreach required for routine legal requests.
• Procurement – Streamlined contract renewals, RFP guidance, and vendor processes, reducing time spent chasing documentation across fragmented systems.

The solution integrates with the organization's core enterprise systems, enabling employees to retrieve information and complete tasks without switching between applications. This deep integration ensures the AI assistant delivers accurate, real-time information while maintaining proper security and access controls.

By consolidating previously siloed departmental chatbots, the AI assistant intelligently routes requests to the appropriate systems. It delivers consistent experiences regardless of query type, making it significantly easier for employees to get help and boosting productivity across the organization.

Business impact

‍The AI-powered enterprise virtual assistant delivered measurable transformation across the organization, becoming deeply embedded in day-to-day workflows. The company achieved significant improvements in efficiency and employee experience:

• 75-80% task automation rate – The majority of employee support tasks are automated through AI, dramatically reducing manual effort.
• 90% employee satisfaction (ESAT) – Demonstrating improved experience with fast, accurate responses across all support domains.
• 60 automation flows deployed – Covering a comprehensive range of support scenarios across HR, IT, Legal, and Procurement domains.
• 16,000 employees actively using an AI assistant – Strong global adoption across regions through internal web, Microsoft Teams, and Slack channels.

By centralizing support into a single AI-powered interface accessible through employees' preferred channels, the organization reduced friction, improved response times, and enabled employees to complete routine tasks more efficiently, at enterprise scale. Support teams can now focus their expertise on complex issues that genuinely require human judgment, while an AI assistant handles the routine requests that previously consumed their capacity.

The Kore.ai advantage

Deploying an enterprise-wide AI assistant across four business domains, without stitching together point solutions, required a platform built for that scale and complexity. Kore.ai's unified architecture made it possible, bringing HR, IT, Legal, and Procurement under a single assistant while meeting the security, compliance, and global deployment standards a multi-billion-dollar organization demands.

But the greater advantage is longevity. The platform is designed to grow with the organization, from structured conversational AI today to GenAI and agentic AI capabilities as needs evolve. Rather than locking the company into a static solution, Kore.ai ensures the investment continues to deliver value as the technology and the business advance together.

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