Case Study: Global confectionery and pet care enterprise modernizes IT support for 90,000 employees

Key results

The challenge

A global confectionery and pet care enterprise with around 90,000 employees worldwide needed to modernize IT support across many regions and languages. It aimed to service more employees and raise satisfaction while maintaining its help-desk model.

The solution

The company deployed a Kore.ai virtual assistant to handle IT requests, provide self-service resolution, and automate ticket creation when self-service was not possible, with real-time translation across languages.

The results, in context

The enterprise reported a 74% automation rate, 65% self-service resolution in the first month, and 90% ESAT, with 16,000+ virtual-assistant users and 4,000 active daily users across 34 languages. Figures are quoted from Kore.ai's published customer story and dated.

Products used