Kore.ai Case Studies A global telecom giant leverages conversational AI to improve productivity and optimize cost

Edit This Case Study Record

	A global telecom giant leverages conversational AI to improve productivity and optimize cost Kore.ai

A global telecom giant leverages conversational AI to improve productivity and optimize cost

Kore.ai

Technology Category	Analytics & Modeling - Natural Language Processing (NLP) Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Telecommunications
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Chatbots Process Control & Optimization
Services	Software Design & Engineering Services
Challenge	The company inherited a complex application landscape, processes and was beset with huge employee productivity issues, causing delays along with cost escalation. The Sales Ops users had to log in to 5-6 different IT applications to execute business processes. It wanted to simplify the process, cut down the high cost of operations, and increase the speed of process execution. It also wanted to save on customer support costs without compromising on the customer experience. To address these challenges, the company decided to leverage intelligent automation by deploying RPA bots in tandem with Conversational AI-powered chatbots for the following use cases: 1. Provide self-service options to employees 2. Provide a single UI for employees to read and write transactions 3. Simplify business processes by reducing the number of human touchpoints and/or reducing lead time to complete. Read More
About Customer	The customer is a large U.S. based telecommunications company with 98% coverage across the country. It offers communication and networking equipment/devices along with 5G implementation and managed services to support large enterprises’ network and communication infrastructure. The company is an early innovator and pioneer in the adoption of Robotic Process Automation (RPA) and Conversational AI. These initiatives are part of their multi-year digital transformation project which has started showing tangible business benefits. Read More
Solution	The company deployed multiple bots to accomplish 100+ tasks. These include both B2B bots like Pricing Bot and B2C Bots like Sales and Order Management chatbots. The pricing bot was used to execute 20+ types of tasks. Almost 200 tasks were executed per month with an average saving of 30 minutes per task. The tasks ranged from simple FX conversion and address validation to reprice contract and competitive pricing. The company deployed sales chatbot, integrated into its sales management, pre-sales portals and iPad app to execute 60+ types of tasks. Almost 3,100 tasks were executed per month with an average savings of 12.5 minutes/task. These included tasks to get details on Quotes to various FAQ related tasks like Location, Contracting and Product FAQs. The Order Management chatbot was integrated into order management portal and Cisco Jabber IM and was responsible for executing 30+ types of tasks. In total, 4,000 tasks were executed with an average saving of 5 minutes per task. The tasks ranged from getting order and shipping status to escalating tickets. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Chatbots

Process Control & Optimization

Services

Software Design & Engineering Services

Challenge

The company inherited a complex application landscape, processes and was beset with huge employee productivity issues, causing delays along with cost escalation. The Sales Ops users had to log in to 5-6 different IT applications to execute business processes. It wanted to simplify the process, cut down the high cost of operations, and increase the speed of process execution. It also wanted to save on customer support costs without compromising on the customer experience. To address these challenges, the company decided to leverage intelligent automation by deploying RPA bots in tandem with Conversational AI-powered chatbots for the following use cases: 1. Provide self-service options to employees 2. Provide a single UI for employees to read and write transactions 3. Simplify business processes by reducing the number of human touchpoints and/or reducing lead time to complete.

About Customer

The customer is a large U.S. based telecommunications company with 98% coverage across the country. It offers communication and networking equipment/devices along with 5G implementation and managed services to support large enterprises’ network and communication infrastructure. The company is an early innovator and pioneer in the adoption of Robotic Process Automation (RPA) and Conversational AI. These initiatives are part of their multi-year digital transformation project which has started showing tangible business benefits.

Solution

The company deployed multiple bots to accomplish 100+ tasks. These include both B2B bots like Pricing Bot and B2C Bots like Sales and Order Management chatbots. The pricing bot was used to execute 20+ types of tasks. Almost 200 tasks were executed per month with an average saving of 30 minutes per task. The tasks ranged from simple FX conversion and address validation to reprice contract and competitive pricing. The company deployed sales chatbot, integrated into its sales management, pre-sales portals and iPad app to execute 60+ types of tasks. Almost 3,100 tasks were executed per month with an average savings of 12.5 minutes/task. These included tasks to get details on Quotes to various FAQ related tasks like Location, Contracting and Product FAQs. The Order Management chatbot was integrated into order management portal and Cisco Jabber IM and was responsible for executing 30+ types of tasks. In total, 4,000 tasks were executed with an average saving of 5 minutes per task. The tasks ranged from getting order and shipping status to escalating tickets.

Impact #1	The customer has seen cost savings of $380,000 and an upsurge in employee productivity with 6,000 saved man-hours.
Impact #2	The telco overachieved target business utilization by 44% clocking 46,000 task executions as against the planned 32,000.
Impact #3	There was a substantial improvement in employee productivity because of the reduction in execution time per tasks ranging between 3.1 minutes/task and 30 minutes/task.

Impact #1

The customer has seen cost savings of $380,000 and an upsurge in employee productivity with 6,000 saved man-hours.

Impact #2

The telco overachieved target business utilization by 44% clocking 46,000 task executions as against the planned 32,000.

Impact #3

There was a substantial improvement in employee productivity because of the reduction in execution time per tasks ranging between 3.1 minutes/task and 30 minutes/task.

Benefit #1	Cost savings of $380,000
Benefit #2	Upsurge in employee productivity with 6,000 saved man-hours
Benefit #3	Overachieved target business utilization by 44% clocking 46,000 task executions as against the planned 32,000

Benefit #1

Cost savings of $380,000

Benefit #2

Upsurge in employee productivity with 6,000 saved man-hours

Benefit #3

Overachieved target business utilization by 44% clocking 46,000 task executions as against the planned 32,000

Download PDF Version

Overview

A global telecom giant leverages conversational AI to improve productivity and optimize cost

Operational Impact

Quantitative Benefit