Kore.ai Case Studies Global Data Management Company Resolves 40% HR Queries with AI powered Virtual Assistant

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	Global Data Management Company Resolves 40% HR Queries with AI powered Virtual Assistant Kore.ai

Global Data Management Company Resolves 40% HR Queries with AI powered Virtual Assistant

Kore.ai

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Human Resources Procurement
Use Cases	Chatbots
Services	Software Design & Engineering Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Human Resources

Procurement

Use Cases

Chatbots

Services

Software Design & Engineering Services

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.

About 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.

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.

Impact #1	The HR bot was handling 147 FAQs within three months of implementation.
Impact #2	The number of routine queries to HR reduced by 40%, providing them more time to focus on important matters.
Impact #3	The organization implemented a second bot, a Procurement bot with 197 FAQs supporting 3 use cases (Catalog, Procurement direction, and card payment).

Impact #1

The HR bot was handling 147 FAQs within three months of implementation.

Impact #2

The number of routine queries to HR reduced by 40%, providing them more time to focus on important matters.

Impact #3

The organization implemented a second bot, a Procurement bot with 197 FAQs supporting 3 use cases (Catalog, Procurement direction, and card payment).

Benefit #1	Over 40% containment for HR queries
Benefit #2	Within the three months of implementation, the HR bot was handling 147 FAQs.
Benefit #3	The company saw over 15% adoption

Benefit #1

Over 40% containment for HR queries

Benefit #2

Within the three months of implementation, the HR bot was handling 147 FAQs.

Benefit #3

The company saw over 15% adoption

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Overview

Global Data Management Company Resolves 40% HR Queries with AI powered Virtual Assistant

Operational Impact

Quantitative Benefit