Transforming voice at scale with AI-driven IVR automation

90%

Targeting IVR traffic migration (~200M calls/year) by end of 2025

~53%

Migrated over half of IVR traffic from MOD to Kore bots within 12 months

600K

Legacy IVR infrastructure  handled over 600K calls per day

Industry

Telecommunications 

Company Size

$55B annual revenue

Region

North America

Overview

A leading US-based telecommunications and mass media company partnered with Kore.ai to modernize its legacy IVR system with intelligent, AI-ready voice bots capable of handling massive daily call volumes. With a goal to migrate away from its MOD IVR platform, they implemented Kore’s Platform in a customer-managed VPC environment to increase containment, reduce operational costs, and lay the groundwork for long-term AI scalability.

The challenge

Their legacy IVR infrastructure handled over 600K calls per day but required modernization to meet evolving customer expectations and efficiency targets. Key challenges included:

Outdated IVR logic with limited flexibility
High call volumes across billing, repair, activation, and account use cases
Need for a scalable, GenAI-ready platform to reduce fallbacks and increase containment
Upgrade stability and engineering response delays

The solution

The telecommunications provider deployed Kore.ai’s Platform across high-volume IVR use cases such as appointment scheduling, billing, repair (video/internet), outages, payments, and account management. Hosted in a customer-managed AWS VPC with plans to transition to Azure in 2026, the solution supports:

Business impact

Migrated over half of IVR traffic (~53%) from MOD to Kore bots within 12 months
Reached parity in deflection vs. legacy IVR (58.9% vs. 58.4%)
Targeting 90% IVR traffic migration (~200M calls/year) by end of 2025
Positive sentiment on stability, roadmap, and GenAI readiness, with continued focus on support responsiveness

Client testimonial

The Kore.ai advantage

Kore.ai delivered a powerful foundation for scalable automation at the leading telecommunication company —designed specifically for the telecoms use-case: