Empowering a Global Frontline Workforce with AI-Driven Employee Assistance

Overview

A leading global health and wellness company operates a highly distributed workforce of 5,000+ employees across cruise ships worldwide. In this demanding environment, frontline staff must deliver exceptional service while navigating complex enterprise knowledge search experiences, extensive product portfolios, and dynamic customer interactions, all in real-time.

To empower this distributed workforce, the company partnered with Kore.ai to implement AI for Work, an agentic AI solution designed to unify fragmented information systems and eliminate delays in knowledge access. The solution enables frontline employees to retrieve accurate, contextual answers instantly—improving service quality and sales effectiveness across the fleet. This employee-focused deployment complements the organization's guest-facing AI for Service implementation, establishing a unified AI foundation across both customer and workforce experiences.

The Challenge

The organization's frontline employees worked in a complex, fast-paced environment where timely access to accurate information directly impacted both operational efficiency and revenue performance. Before implementing AI for Work, employees relied on fragmented support mechanisms, including static documentation, manual processes, and escalating issues to supervisors, to complete routine tasks such as scheduling, retrieving product information, and providing customer support.

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This legacy approach created significant operational frictions:

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• Delayed response times during critical customer interactions limited employee effectiveness and service quality.
• Inconsistent information delivery across teams, ships, and geographies undermined brand consistency and customer experience.
• A high dependency on supervisors for routine inquiries created bottlenecks and prevented a focus on strategic priorities.
• The limited scalability of the traditional support infrastructure constrained workforce growth across expanding operations

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The organization required an enterprise-grade solution capable of delivering consistent, real-time guidance to geographically dispersed employees while reducing dependency on manual support channels.

The Solution

The organization deployed AI for Service from Kore.ai to establish an agentic, AI-driven engagement layer across its digital guest experiences. Intelligent AI Agents support guests throughout their journeys by guiding discovery, managing bookings, and resolving service requests in real time.

These AI Agents integrate with scheduling, itinerary, pricing, and policy systems to orchestrate complete service journeys. They deliver personalized recommendations, validate wellness considerations, detect and resolve scheduling conflicts, and complete bookings—without requiring human intervention. When needed, the platform supports seamless escalation while preserving full context.

This agentic approach enables consistent, high-quality guest engagement across ships and destinations while scaling effortlessly with global demand.

Business Impact

By adopting AI for Service, the organization transformed how guests interact with its wellness offerings across locations and itineraries.

Key outcomes include:

• More personalized guest experiences through AI-driven recommendations tailored to preferences and schedules
• Higher booking conversions driven by timely suggestions and frictionless scheduling
• Improved guest satisfaction with faster responses and fewer scheduling conflicts
• Greater operational leverage as AI Agents handle high volumes of guest inquiries and bookings
• Consistent service delivery at scale across a global hospitality footprint

Together, these outcomes allow the organization to elevate guest experiences while supporting growth without sacrificing service quality.

The Kore.ai Advantage

Kore.ai enabled the organization to deliver agentic, AI-powered service experiences tailored for high-volume, guest-facing hospitality environments. AI for Service provides the intelligence, orchestration, and scalability required to manage complex service journeys end to end while maintaining premium experience standards.

With enterprise-grade AI Agents designed for global scale, Kore.ai helps hospitality and wellness providers unify discovery, scheduling, and service coordination into a single, seamless experience—creating a foundation for continued innovation as guest expectations evolve.