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Kore.ai > 实例探究 > 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

技术
  • 分析与建模 - 自然语言处理 (NLP)
  • 应用基础设施与中间件 - API 集成与管理
适用行业
  • 电子产品
适用功能
  • 销售与市场营销
用例
  • 对话机器人
服务
  • 软件设计与工程服务
  • 系统集成
挑战
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.
关于客户
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.
解决方案
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.
运营影响
  • The Universal Bot is well integrated into its system with more than 70% of work being accomplished leveraging this bot.
  • This is leading to enhanced employee productivity and a sharp reduction in cost.
  • Even the time taken in addressing the problem has plummeted to less than 80 seconds from 15 mins (900 seconds).
数量效益
  • Achieved 96% automation
  • Problem redressal time reduced to less than 80 seconds from 900 seconds
  • 74% of customers who provided the feedback found the service to be good

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