Automated HR tech platform for employees
Background
This leading NBFC has over 15,000 employees who used to send queries by submitting tickets for many common day to day HR activities. The company had an internal call center with 10 agents that assisted with these queries and wanted to automate as much of the process as possible. We provided an AI virtual assistant solution that the employees can interact with in over 7 languages to place their query. An interactive IVR and WhatsApp assistant interacts with employees that need assistant or seeks response on their personal HR information. Only one member was needed on the call center team for complicated queries to be addressed. Providing 9 FTE saves.
Our Solution
- Interactive platform to facilitate HR related queries from HRMS
- User can initiate interaction on whatsapp or Voice Bot to know personal HR Information
- System traverse users based on the inputs and provide information in real time and documentation over WhatsApp
Engagement Highlights
Process on voice bot and whatsapp
Queries per month
Reduction in turn around time in query solution
100% increase in HR services and employee experience; 80% reduction in call center OpEx related to HR servicing
Improvement Highlights
- Automated query addressing for employees
- Vaccination certificate upload using WhatsApp
- 80% saved in the contact center OpEx related to HR inquiries
