Kore.ai Case Studies Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant

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	Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant Kore.ai

Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant

Kore.ai

Technology Category	Analytics & Modeling - Natural Language Processing (NLP) Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Oil & Gas
Applicable Functions	Human Resources
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Oil & Gas

Applicable Functions

Human Resources

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	The bot empowers the 15k strong workforce with self-service options, allowing its HR team to focus on important tasks.
Impact #2	The energy delivery company aimed to achieve a 50% success ratio in terms of user intent recognition and containment, when compared with real-time queries with HR staff. In the first 6 weeks of deployment, Mya achieved over 90% containment rate, without needing to transfer the call/query to a live HR person.
Impact #3	The quality of automation and speed of operation, both exceeded the initial expectations.

Impact #1

The bot empowers the 15k strong workforce with self-service options, allowing its HR team to focus on important tasks.

Impact #2

The energy delivery company aimed to achieve a 50% success ratio in terms of user intent recognition and containment, when compared with real-time queries with HR staff. In the first 6 weeks of deployment, Mya achieved over 90% containment rate, without needing to transfer the call/query to a live HR person.

Impact #3

The quality of automation and speed of operation, both exceeded the initial expectations.

Benefit #1	Achieved 90% containment rate due to superior intent recognition
Benefit #2	900 questions addressed each month on average
Benefit #3	Average response time reduced from 30 minutes to 7 seconds

Benefit #1

Achieved 90% containment rate due to superior intent recognition

Benefit #2

900 questions addressed each month on average

Benefit #3

Average response time reduced from 30 minutes to 7 seconds

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Overview

Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant

Operational Impact

Quantitative Benefit