Confectionery multilingual IT support agent

What was done

A global confectionery manufacturer partnered with Kore.ai to modernize IT support for 90,000 employees across regions and time zones. The assistant combines permission-aware enterprise search, ServiceNow ticket creation and status checks, live-agent handoff with context, and support for up to 34 languages. Kore.ai reports 65% self-service resolution in the first month and about 4,000 active daily users, freeing helpdesk agents from routine requests while preserving escalation paths.

Stack