Global Data Management Company Resolves 40% HR Queries with AI powered Virtual Assistant
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- AI-powered virtual assistants
Tech Stack
- Conversational AI
- Deep Learning Algorithms
- ServiceNow
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Digital Expertise
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Human Resources
- Procurement
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
The customer is an American data management company that supports its customers with hybrid cloud data storage. The company has been ranked in the Fortune 500 list since 2012, indicating its significant presence and influence in the industry. With over 10,000 staff worldwide, the company operates on a global scale, serving a diverse range of clients and industries. The company's annual revenue is around $6.2 billion, further highlighting its substantial size and financial capacity. The company's services are critical in the modern digital age, where effective and efficient data management is key to business success.
The Challenge
The company provides its global workforce an internal common portal that allows them to access products and services to perform their day-to-day job functions. The main HR webpage, owned and maintained by the HR team, is accessed through this common portal. Finding, accessing, and updating information through this portal was cumbersome. Both employees and HR staff struggled to provide and get services through this portal. The company wanted an innovative, self-serve yet scalable solution to serve its employees for HR or procurement-related queries. It wanted to free up the support staff time to focus on important issues while improving employee experience overall.
The Solution
Seeking advice from a technology analyst firm, the company decided to develop AI-powered virtual assistants for various use cases. They began with the HR department to develop use cases for the HR virtual assistant solution to provide employees with a self-serve option for routine queries. The company built the HR FAQ bot and encouraged employees and HR staff to access information for the appraisal system called “Thrive”. The bot was trained to answer about 80 questions in the first deployment. The bot also used deep learning algorithms to improve its intent recognition over a period of time. After gaining confidence from the first rollout, the enterprise added more FAQs to cover talent acquisition, benefits & compensation, questions on the internal server, other generic HR queries, and diversity training, besides the Thrive program. The HR FAQ bot is deployed on the web channel and is accessible via Microsoft Teams - a messaging channel as well. It sits on the company’s website on the HR webpage. It is also integrated with ServiceNow ticketing system. If employees don’t get adequate responses from the bot, they can raise a ticket on ServiceNow through the bot itself. This not only provides a resolution for employees but also enables the team to update the bot with new intents periodically and improve the containment rate, which sits at 92% currently.
Operational Impact
Quantitative Benefit
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