Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant
公司规模
1,000+
地区
- America
国家
- Canada
- United States
产品
- Kore ‘no-code’ platform
- Mya bot
技术栈
- Natural Language Processing (NLP)
- Natural Language Understanding (NLU)
- SOAP APIs
- Web SDK
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 自然语言处理 (NLP)
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 石油和天然气
适用功能
- 人力资源
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
The customer is a Canadian multinational energy distribution company that was rated as one of the Top Global Energy Leaders in 2018. The company operates the largest natural gas utility (by volume) in North America. It also moves about 25% of the crude oil produced in North America and 20% of the natural gas consumed in the US. In the bid to become the leading energy delivery company in North America, the firm started increasing its employees and third-party contractors. The workforce count stood at over 15,000 in 2019-20.
挑战
The energy supply firm, which operates the largest natural gas utility in North America, was facing challenges due to its increasing workforce and third-party contractors. The HR staff was overwhelmed with routine queries from employees on areas such as payroll, leave balance, and insurance. These queries were either made in person or via a toll-free number, leading to a significant increase in routine HR queries. The company also runs a half-yearly drive to update pay and benefits data for employees, which adds to the HR staff’s workload. Additionally, open enrollment and the appraisal cycle each year strain the HR staff as updates and information exchange on employee data is significantly cumbersome.
解决方案
The company adopted Kore ‘no-code’ platform to develop Mya bot, an HR support virtual assistant. It hosts 100+ FAQs and also covers 50+ dialog flows that address several ways in which a conversation between the user and the bot can flow. Mya is designed to handle routine queries related to pay and deduction, benefits and compensation, and time off, reporting, and holidays. The 24x7 Mya bot is integrated with HR Workday via simple object access protocol (SOAP) APIs as well as with Sharepoint via Web SDK, a javascript library. Mya is made available on the most prominent Web and MS teams channels enabling all employees to access it anytime, anywhere.
运营影响
数量效益
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