Kore.ai Case Studies World’s leading lighting company achieves digital transformation leveraging the power of Conversational AI

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	World’s leading lighting company achieves digital transformation leveraging the power of Conversational AI Kore.ai

World’s leading lighting company achieves digital transformation leveraging the power of Conversational AI

Kore.ai

Technology Category	Analytics & Modeling - Natural Language Processing (NLP) Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Electronics
Applicable Functions	Sales & Marketing
Use Cases	Chatbots
Services	Software Design & Engineering Services System Integration
Challenge	The company was facing multipronged challenges: their employees and vendors had varied requirements that needed personalized attention, while customers were facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions owing to low market (or technical) awareness. Spread across locations in various continents, the organization inherited a diverse application landscape. Multiple bots specific to each application (ServiceNow for ITSM, SAP, and many more) were being deployed. This lead to productivity losses and cost escalations as employees had to log into different bots environments to raise complaints. Addressing issues of its huge vendors and distributor base was turning out to be costly. Each vendor needed constant guidance and support to cater to this new age technology products. Read More
About Customer	The customer is a world leader in the development, manufacturing, and sales of innovative, energy efficient lighting products, systems, and services. For more than 125 years they have pioneered breakthroughs in lighting systems and has been the driving force for many innovations. With an employee strength of 32,000 people, the company is present in 70 countries, while their products, systems, and services are sold in around 180 countries. Read More
Solution	To address the internal requirements of employees and provide one unified experience, Kore.ai offered their unique offering called the Universal Bot. It’s a bot that can interact with multiple bots in the backend through API integration and provide a uniform integrated experience to its employees. To address vendor requirements, Kore. ai delivered a bot that combined messenger functionality with Knowledge or FAQ bots, providing an instant 24X7 solution to all queries/ requests from different regions and languages. For end customers, Kore.ai built chatbots that help users with troubleshooting IoT lighting product related queries based on certain FAQs. Both the bots are hosted on the website and are based on click navigation. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Electronics

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Services

Software Design & Engineering Services

System Integration

Challenge

The company was facing multipronged challenges: their employees and vendors had varied requirements that needed personalized attention, while customers were facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions owing to low market (or technical) awareness. Spread across locations in various continents, the organization inherited a diverse application landscape. Multiple bots specific to each application (ServiceNow for ITSM, SAP, and many more) were being deployed. This lead to productivity losses and cost escalations as employees had to log into different bots environments to raise complaints. Addressing issues of its huge vendors and distributor base was turning out to be costly. Each vendor needed constant guidance and support to cater to this new age technology products.

About Customer

The customer is a world leader in the development, manufacturing, and sales of innovative, energy efficient lighting products, systems, and services. For more than 125 years they have pioneered breakthroughs in lighting systems and has been the driving force for many innovations. With an employee strength of 32,000 people, the company is present in 70 countries, while their products, systems, and services are sold in around 180 countries.

Solution

To address the internal requirements of employees and provide one unified experience, Kore.ai offered their unique offering called the Universal Bot. It’s a bot that can interact with multiple bots in the backend through API integration and provide a uniform integrated experience to its employees. To address vendor requirements, Kore. ai delivered a bot that combined messenger functionality with Knowledge or FAQ bots, providing an instant 24X7 solution to all queries/ requests from different regions and languages. For end customers, Kore.ai built chatbots that help users with troubleshooting IoT lighting product related queries based on certain FAQs. Both the bots are hosted on the website and are based on click navigation.

Impact #1	The Universal Bot is well integrated into its system with more than 70% of work being accomplished leveraging this bot.
Impact #2	This is leading to enhanced employee productivity and a sharp reduction in cost.
Impact #3	Even the time taken in addressing the problem has plummeted to less than 80 seconds from 15 mins (900 seconds).

Impact #1

The Universal Bot is well integrated into its system with more than 70% of work being accomplished leveraging this bot.

Impact #2

This is leading to enhanced employee productivity and a sharp reduction in cost.

Impact #3

Even the time taken in addressing the problem has plummeted to less than 80 seconds from 15 mins (900 seconds).

Benefit #1	Achieved 96% automation
Benefit #2	Problem redressal time reduced to less than 80 seconds from 900 seconds
Benefit #3	74% of customers who provided the feedback found the service to be good

Benefit #1

Achieved 96% automation

Benefit #2

Problem redressal time reduced to less than 80 seconds from 900 seconds

Benefit #3

74% of customers who provided the feedback found the service to be good

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Overview

World’s leading lighting company achieves digital transformation leveraging the power of Conversational AI

Operational Impact

Quantitative Benefit