Overview

A leading global legal, tax, and information services provider continues to invest in digital transformation to better support customers across a broad portfolio of products and services. As digital engagement accelerated across customer-facing web experiences, the organization faced growing pressure to scale support, deliver faster answers, and maintain consistency without expanding human support teams.

To address this, the company partnered with Kore.ai to implement AI for Service, deploying enterprise-grade AI Agents to modernize digital customer support. These AI Agents now power scalable self-service across accounts, billing, and product support use cases, enabling faster, more consistent assistance while reducing reliance on human agents.

The Challenge

Prior to deploying AI for Service, customer support relied heavily on human agents and fragmented self-service experiences that varied by product line. As digital channel usage grew, this approach became increasingly difficult to scale.

Key pain points included:

• High volumes of repetitive customer inquiries reaching human support teams, increasing operational effort and cost
• Inconsistent digital support experiences across products and services
• Disconnected self-service journeys that failed to carry context across interactions
• Limited ability to scale support efficiently as digital engagement continued to grow

The organization needed a unified, AI-driven approach that could handle high-volume digital inquiries while delivering consistent, enterprise-grade customer experiences.

The Solution

The company implemented AI for Service with Kore.ai, deploying an orchestrated set of AI Agents across customer-facing digital channels to unify and modernize self-service support. The organization introduced AI Agents designed to work together across distinct customer needs, product lines, and service domains.

These AI Agents were aligned to support critical customer workflows, including account and profile management, billing and invoicing inquiries, and product help and how-to support across a diverse portfolio of offerings.

AI Agents draw from enterprise systems, knowledge sources, and policies to provide accurate, context-aware support. Together, the agents coordinate seamlessly to guide customers through end-to-end digital journeys, ensuring consistent answers, smooth transitions between topics, and reliable resolution without human intervention.

This agentic approach enables the organization to scale digital support intelligently, adapting to demand while maintaining accuracy, governance, and a consistent customer experience across products.

Business Impact

With AI for Service in place, the organization strengthened its digital support model and addressed its core challenges around scale, consistency, and efficiency. This translated into measurable outcomes, including:

• Reduced reliance on human agents by resolving high-volume, repeatable inquiries through orchestrated AI Agents
• Improved consistency across digital support experiences, eliminating fragmentation across products and services
• Faster access to accurate information, enabling customers to resolve issues without channel switching or escalation
• Increased adoption of self-service, easing pressure on support teams as digital engagement continues to grow
• A scalable, agentic foundation that expands support capacity without increases in operational effort

Together, these gains demonstrate how AI for Service enables a unified, AI agent-driven support model that improves customer experience, strengthens operational efficiency, and positions the organization to scale digital service confidently as demand grows.

Kore.ai Advantage

Kore.ai provides an enterprise-grade AI for Service foundation designed for complex, multi-domain customer support environments. The platform combines strong governance and control with agentic orchestration across digital self-service and live support, enabling consistent, compliant experiences at scale.

With the ability to deploy and coordinate multiple AI Agents across products and use cases, Kore.ai helps global organizations streamline support today while creating a scalable foundation for future channels and continued expansion.