Client Stories

HR Service Management with AI Case study | Customized HR Virtual Assistant

Client: Leading provider of Household products
Region: Global
Industry: Consumer Products

Challenge

The client is a global organization with 12000 plus employees, operating in 20 plus countries. A significant component of their HR transformation objectives was to improve HR Service Management. one challenge is the company was investing in significant number of resources for addressing employee queries. The second challenge was large number of the employee queries are on routine HR processes. This operational support took away HRBP’s time from focusing on strategic priorities. Addressing simple employee queries—such as leave inquiries or accessing pay slips—demanded substantial manual effort and time. Consequently, query resolution time was prolonged. The absence of an efficient resolution framework led to frequent approaches by employees to overburdened HR Business Partners (HRBPs). The client wanted to minimize the administrative workload of HR Operations and HR BPs, while providing a 24X7 support for all employees.

Our Approach

A substantial volume of employee queries led to the incorporation of a chatbot into the global HRIS system, SuccessFactors, enhancing HR Service Management. Our experts deployed an AI-powered HR Virtual Assistant, proficient in contextual understanding and delivering swift, consistent responses across diverse platforms. This intelligent system utilizes natural language processing, excelling in both comprehension and task execution. Pre-launch trials covered HR processes, L1 support, policies, benefits, rewards, and general employment queries. The initiative automated responses through Natural Language Processing (NLP) for frequently asked questions, with complex issues generating tickets for HRBPs, ensuring a comprehensive resolution of employee concerns.

  • Improved employee experience with 40% reduction in turnaround time
  • Lowered HR operational costs via Automation while creating consistent HR Experiences across NA, EMEA, LATAM and Asia Pacific.
  • L1 support replaced with AI chatbot while extending HR availability to 24X7