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Multinational Brewery Major Automates Complex Support System with Kore.ai Virtual Assistant
Technology Category
- Analytics & Modeling - Process Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Food & Beverage
Applicable Functions
- Logistics & Transportation
Use Cases
- Chatbots
- Supply Chain Visibility
Services
- Software Design & Engineering Services
- System Integration
The Challenge
The company is the largest brewery in the Czech Republic, with thousands of dispatch points across the geography. The Transport Management System (TMS) in the company receives and manages 100s of email requests from both internal and external users. These emails range from booking a slot to extra order requests, delivery time slot change, and opening the slots, etc. These email requests propel to a shared mailbox. The support teams had to manually extract, access, manipulate, and determine the root cause for each query. It begins with checking the internal systems, fetching current data, and appraising the users. This manual email resolution had many challenges - manual errors, operational delays, spike in operation cost, to name a few. The company evaluated new-age technologies and decided to deploy AI-powered Virtual Assistants to streamline the process and easily communicate with backend systems. Further, they wanted to utilize RPA (Robotic Process Automation) capabilities to automate and execute logistical tasks.
About The Customer
The Belgian multinational drinks and brewing holdings company is the world’s largest brewer with 155,000 employees and operations in more than 50 countries and sales in 150+ countries. The company is headquartered in Leuven, Belgium, and geographically diversified with a balanced exposure to developed and developing markets. According to BrandZ, the company owns 8 out of the top 10 most valuable beer brands worldwide. The company was keen on innovation and excellence to drive business growth. Also, it leveraged state of the art technologies to hone the engagement with consumers, partners, and employees across the world.
The Solution
Kore.ai team built an intelligent virtual assistant that recognizes, processes, and color-codes the emails. The client team leveraged the Kore.ai visual dialog builder to prototype and build dialogs around various queries such as booking slots, carrier asking for the delivery time, courier orders, or opening of slots, etc. The virtual assistant was deployed successfully on the cloud with all the required installation and configuration, while minimizing the maintenance efforts. The Kore.ai intelligent assistant routes the requests and queries from the platform via webhook to the external mail module application for further processing, and then integrates it with Microsoft Office 365. The system captures the emails in the shared folder and color-codes it with Red, indicating that the virtual assistant (VA) will handle these emails. The virtual assistant then processes the email to identify the intent and check if the required entities (values) are available. If yes, the solution triggers the Blue Prism RPA Bot via Mulesoft API to initiate the process. Upon successful processing, emails are color-coded with Blue. Further the VA sends a response to the end-user and pushes the emails to a separate folder. If any required entity values is missing or the VA is unable to process the request, the emails are color-coded with Orange (or) Yellow respectively. These emails are further pushed to the analytical folder for manual processing.
Operational Impact
Quantitative Benefit
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