Leading Global Bank Scales HR Support with AI—Without Adding Headcount

Overview

A leading global financial services institution needed to modernize how HR support was delivered across its international workforce. With a lean HR operations model and rising employee expectations, the organization aimed to automate common HR interactions without compromising service quality or increasing headcount. The vision: deliver consistent, intelligent support at scale—meeting employees where they are, in the flow of work.

The Challenge

The HR teams were under pressure to handle tens of thousands of monthly queries from employees across regions and roles. Key challenges included:

The organization needed a way to streamline routine support, surface accurate answers quickly, and escalate only when human interaction was essential.

The Solution

To address these challenges, the organization partnered with Kore.ai to launch AskHR, a unified AI-powered virtual assistant designed to automate Tier 0 and Tier 1 HR queries. The solution was embedded in the HR portal to ensure seamless omnichannel access.

Key deployment highlights included:

Automation of High-Volume Queries

AskHR was trained on top employee questions—from payslip access to employment verification—delivering real-time, policy-aligned responses.

Smart Escalation to HR Agents

More complex or context-sensitive queries were routed to live agents accordingly. 

Phased Rollout

The initial pilot in India ensured the model could scale effectively before expanding globally.

Single Front Door for HR

Employees are directed to AskHR as the default entry point, driving consistent usage and simplifying the experience.

Business Impact

Key outcomes included:

• 60% of HR queries fully resolved by the AI agent without human handoff
• 31% reduction in HR ticket volume across covered regions and use cases
• Zero increase in HR headcount, despite higher support coverage
• Consistent service experience across Teams, mobile, and portal channels

The Kore.ai Advantage

The organization’s HR teams achieved measurable improvements in operational efficiency, cost-effectiveness, and employee experience within months of launch. The HR organization gained deeper analytics into query types, resolution rates, and automation opportunities—enabling more proactive service strategies.

What’s Next

Reimagine enterprise support with Kore.ai. Discover how our AI-first platform helps global leaders reduce effort, resolve faster, and scale with confidence.