Partnering with Kore.ai to bring conversational and agentic AI to Australia

Introducing a Strategic Alliance

Last week, I had the opportunity to meet with the team at Kore.ai to strengthen Donnabrook’s strategic partnership. This collaboration enables us to bring advanced conversational and agentic AI capabilities to organisations across Australia and New Zealand.

Kore.ai is a global leader in enterprise-grade automation, delivering proven results for more than 400 enterprise clients across financial services, healthcare, retail, telecom, and government. Their platform combines virtual assistants, chatbots, and voice bots to streamline operations, reduce costs, and improve customer engagement.

Kore.ai handles over 10 billion conversations annually, demonstrating its maturity and enterprise scalability. One standout example is a major global bank, where over 300 million customer interactions per year in the US alone are processed through the Kore.ai platform.

Image Caption: Andrew Olsen (Director, Donnabrook) with the Australian Representative from Kore.ai and his manager, the Executive Vice President, during their partnership alignment meeting.

Why This Partnership Matters for ANZ Enterprises

Donnabrook supports service providers in complex, high-compliance sectors—including health, aged care, NDIS, and community services. Through our partnership with Kore.ai, our clients can now:

• Deploy scalable, intelligent virtual assistants

• Leverage voice bots to triage calls and automate interactions

• Integrate with Microsoft, Salesforce, Dynamics, and more

• Ensure compliance through explainable, auditable AI

Kore.ai’s platform is certified to ISO 27001, SOC 2 Type II, HIPAA, and GDPR standards—making it ideal for regulated industries.

Proven Benefits of Kore.ai

Independent analysts and client case studies have validated the measurable outcomes achieved through Kore.ai’s platform:

🔹 1. Operational Cost Reduction
Up to 30% cost savings in customer service operations.
Example: A major global bank reported millions in annual savings after replacing live agents with Kore.ai’s virtual assistants for Tier-1 queries.

🔹 2. Call Deflection and Containment
60%+ call containment rates, reducing contact centre load.
Example: A telecom provider reduced inbound volume by 35% using AI assistants for pre-paid and balance inquiries.

🔹 3. Faster Resolution Times
50% faster average handling times in AI-human hybrid scenarios.
Example: IT service desks resolved first-level issues within seconds instead of minutes.

🔹 4. Customer Satisfaction (CSAT) Uplift
20–35% improvement in CSAT scores.
Example: A healthcare provider saw a 25% CSAT lift using a patient-facing AI assistant.

🔹 5. Agent Productivity Gains
Up to 40% productivity increase by offloading routine interactions.
Kore.ai’s Agent Assist delivers real-time prompts, reducing onboarding time.

🔹 6. Compliance and Accuracy
100% auditable conversations for regulated environments.
Kore.ai’s explainable AI supports internal audit and regulatory requirements.

🔹 7. Multichannel and Multilingual Scalability
Support for 20+ languages across web, mobile, IVR, and messaging platforms.
Example: A global insurer deployed services in 10 languages across 15 countries.

A Forward-Thinking Opportunity

We’re proud to align with Kore.ai—a recognised Leader in Gartner’s Magic Quadrant and a Strong Performer in Forrester evaluations. Together, we’re empowering ANZ organisations to modernise customer service, reduce cost-to-serve, and scale AI ethically and effectively.

If you’re ready to explore what agentic AI can do for your organisation, let’s connect.