Telecoms Leader Transforms Voice at Scale with AI-Driven IVR Automation

Overview

‍One of the largest broadband and cable operators in the United States, serving millions of customers, saw a critical opportunity to modernize its legacy IVR and deliver a more natural, conversational experience for its customers.

To support this transformation, the operator partnered with Kore.ai to modernize its voice infrastructure with intelligent AI Agents capable of handling large-scale, high-volume interactions. By moving away from the legacy MOD IVR platform and deploying AI for Service, the operator increased automation, reduced operational costs, and established a scalable, AI-ready foundation that will support long-term growth and innovation.

The Challenge

‍The operator’s legacy IVR system supported more than 600 thousand calls per day across billing, repair, activation, and account management. While it carried immense volume, the platform struggled to keep pace with rising customer expectations and internal efficiency targets. Outdated logic, limited flexibility, and frequent fallbacks created friction for callers and added operational pressure on support teams.

Key Pain Points

• Outdated IVR logic limited flexibility and slowed the rollout of new voice experiences
• High call volumes created pressure on service teams and heightened the need for reliable automation
• Lack of a scalable, AI-ready foundation made it difficult to improve containment and reduce live-agent transfers
• Upgrade stability issues and engineering response delays hindered operational agility

The Solution

The operator adopted AI for Service to modernize its voice experience and introduce intelligent automation across its highest-volume service needs. AI Agents now support billing, repair, activation, outages, payments, and account management, creating a more adaptive and scalable voice automation layer that handles millions of interactions every day. Routine requests are resolved with greater accuracy and speed, improving customer experience while relieving engineering teams from the limits of the legacy IVR.

Running in an enterprise-managed cloud environment, the Kore.ai deployment delivers the security, control, and scale essential for a nationwide telecom leader. With more than 50 voice use cases already rolling out and a platform built for future agentic AI capabilities, the operator is establishing a long-term automation foundation that increases containment, improves efficiency, and advances its broader AI modernization strategy.

Business Impact

Within the first year, the operator’s modernization delivered measurable improvements that addressed its highest-volume service needs and accelerated its shift toward AI-driven voice automation:

• 53% of IVR traffic shifted to Kore.ai AI Agents, enabling advanced voice automation to reliably handle high-volume interactions while reducing dependence on human agents.
• 20% improvement in voice automation performance, increasing efficiency across billing, repair, activation, payments, and account management use cases.
• Support for more than 600 thousand daily calls, demonstrating the stability and scale required for nationwide voice operations.
• $125m in projected annual savings at full rollout, driven by higher automation, improved containment, and more efficient service routing.

Together, these results show how the company’s investment in Kore.ai AI Agents is strengthening customer experience, improving operational efficiency, and accelerating the company’s shift toward a modern, AI-driven service model that can scale with future demand.

The Kore.ai Advantage

Kore.ai enables the operator to modernize its voice service with AI Agents built for the scale, complexity, and speed required in telecom operations. The platform combines conversational AI designed for high-volume voice use cases, orchestration across systems to complete transactions end to end, and plan-level personalization that adapts to each customer’s needs. With more than 50 voice use cases rolling out, Kore.ai provides the flexibility and stability companies need to expand automation across its customer journey.

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