Donnabrook brings conversational and agentic AI to Australia, May 2025

Cloud Telephony

Unlocking efficiency in general practice in Australia with AI-enabled communication platforms

A general practitioner in Australia providing care supported by operations that maximise his availability for patients

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.

More insights​
A general practitioner in Australia providing care supported by operations that maximise his availability for patients

Australia’s general practice sector is navigating a critical juncture. Patient complexity is rising, administrative load is increasing, and practice sustainability is under pressure. The RACGP Health of the Nation 2024 report highlights key indicators that underscore the urgency:

  • 70% of GPs report being dissatisfied with the amount of administration in their work—up from 60% in 2023
  • 83% of GPs rarely or never use AI tools in their practice
  • 64% cite lack of time as the main barrier to adopting innovative technologies
  • Only 13% of GPs feel well-informed about the current state of innovation in general practice

While the report stops short of prescribing specific solutions, the implications are clear: practices must find smarter, more scalable ways to reduce admin, protect clinical capacity, and adapt to a future that demands both performance and flexibility.

At Donnabrook, we view communication intelligence—powered by real-time automation, conversation analytics, and AI-assisted workflows—as one of the fastest and most measurable ways to create that operational uplift.

Freeing up clinical time without compromise

General practitioners routinely spend hours on patient callbacks, appointment follow-ups, and manual documentation—all of which falls outside of billable activity.

With AI-generated call summaries, automatic task capture, and searchable voice records, that time can be reclaimed—without compromising continuity or care standards.

Result: More time for patients. Less after-hours admin. And improved clinician focus.

Empowering lean, high-performing admin teams

Frontline staff are critical to the patient journey, but in many practices, they’re working within fragmented, manual systems that lead to inefficiency and duplication.

Modern communication platforms streamline admin by:

  • Routing calls based on patient intent
  • Supporting live scripting and resolution guidance
  • Capturing metrics and performance data in real time

Result: Admin teams can handle more volume, with less effort—reducing burnout while maintaining a high standard of service.

Delivering a consistent, patient-centred experience

Every call, message, or missed interaction shapes the patient’s perception of care. But in group or multi-site environments, consistency often varies.

AI-enhanced communication tools allow for:

  • Uniform call handling and triage protocols
  • Sentiment tracking to flag and resolve negative interactions
  • Performance coaching based on real-world conversation data

Result: A patient experience that’s consistent, responsive, and reflective of your brand values—across every site, every time.

At Donnabrook, we help general practices in Australia modernise their communication infrastructure to align with long-term goals and provide lifecycle accountability.