Overview

A large U.S.-based telecommunications provider serving millions of customers set out to modernize its digital customer service experience. As digital engagement increased, growing volumes of service inquiries placed sustained pressure on live agents, making it difficult to scale efficiently while maintaining consistent service quality.

The provider partnered with Kore.ai to implement AI for Service, an agentic platform designed to automate customer interactions intelligently while supporting human agents when escalation is required. The result is a more scalable, resilient digital service model that improves self-service outcomes, reduces operational strain, and enables consistent experiences across customer-facing and agent-assisted interactions.

The Challenge

The provider faced mounting pressure across its digital support operations as more customers increasingly turned to online channels for help. A large share of routine inquiries continued to flow directly to live agents, creating backlogs, increasing handle times, and limiting the organization’s ability to scale without adding headcount.

Key pain points included:

• High volumes of repetitive digital inquiries handled manually by human agents
• Limited ability to absorb customer growth without increasing agent workload
• Inconsistent experiences between self-service channels and live agent interactions
• The need to improve digital self-service without sacrificing service quality
• Maintaining seamless escalation paths for complex issues requiring human support

The organization needed an approach that could front-end digital interactions with intelligent automation while preserving a smooth, context-rich handoff to live agents when necessary.

The Solution

The provider implemented AI for Service from Kore.ai to modernize its digital customer engagement strategy and establish a more agentic service model. Rather than relying on basic automation, the organization deployed intelligent AI Agents across customer-facing digital channels to handle high-volume, repeatable service requests end to end.

These AI Agents understand intent, retrieve the right information, and complete common service tasks, enabling customers to quickly resolve issues without human intervention. When interactions required escalation, the platform ensured a seamless transition to live agents, passing full context to avoid repetition and reduce agent effort.

In parallel, the provider introduced Agent AI to support human agents during escalated interactions. Agent AI provides real-time guidance, relevant knowledge, and recommended next actions, helping agents resolve complex issues faster and more consistently.

To support long-term success, the provider also established a dedicated internal AI governance team responsible for optimization, oversight, and continuous improvement of the AI-driven service experience.

Together, AI Agents and Agent AI work in concert to deliver a unified, scalable digital service experience that balances automation with human expertise.

Business Impact

With AI for Service in place, the provider established a more scalable and resilient digital support model, reducing pressure on live agents while improving service efficiency.

Key pain points included:

• 67% digital containment, substantially reducing reliance on live agents for routine inquiries
• Over 4 million Search interactions annually, enabling fast, accurate self-service resolution across digital channels
• More than 5.8 million Agent AI–assisted interactions, supporting agents during escalated and complex cases
• Millions of customer interactions automated annually, improving responsiveness without proportional headcount growth
• Improved agent experience and consistency, with Agent AI delivering real-time guidance, knowledge retrieval, and recommended next actions

By shifting a majority of repeatable interactions to AI-driven automation while enhancing human agent support for escalations, the provider improved operational efficiency without compromising the customer experience.

The  Kore.ai Advantage

Kore.ai enabled the provider to modernize digital customer service using an agentic AI for Service platform built for enterprise-scale telecommunications environments. The platform combines intelligent self-service automation with real-time agent assistance, allowing the organization to handle high volumes of digital interactions while ensuring seamless escalation to human agents when judgment or expertise is required.

With enterprise-grade governance, flexible orchestration, and proven scalability, Kore.ai provides a foundation for continuously expanding AI-driven service across digital channels. This approach helps the provider reduce operational strain, improve consistency, and deliver reliable customer experiences at scale, while positioning the organization for continued expansion of AI-driven service across channels and interaction types..