World’s leading lighting company achieves digital transformation leveraging the power of Conversational AI
Company Size
1,000+
Product
- Conversational AI
- Universal Bot
- IoT enabled lighting solutions
Tech Stack
- API Integration
- Chatbots
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
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
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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