In the old world, our customer, an organization having more than 130,000 employees conducted its employee interactions via:
- Microsoft Teams
- 44 Offices – 230 HR Personnel
- A Matured Web Portal and a Mobile App
The Organization’s forward-looking management team chose to invest in IT and bring Artificial Intelligence (AI) to the game to resolve the current issues and improve productivity. In conjunction with Streebo & a leading NLP engine provider, they employed a Smart Chatbot for their HR Operations.
The Journey to the new world
The Smart Virtual Assistant for HR Operations was added to the workforce after a few rounds of evaluation. The Chatbot was pre-trained in various HR functions such as Add a New Employee, Raise/Track a Ticket, Employee Leave Balance, Apply for a Leave and Apply for Travel Expense Reimbursement, among others. The Smart Chatbot had in-built functionality to transfer to a Live Agent in case it was not able to answer any questions.
By deploying the AI Chatbot, the Organization has expanded its outreach to new messaging channels and at the same time put in a smart & highly intelligent employee in place. The AI powered Smart Virtual Assistant for Employee Wellbeing now manages the first line of interaction and provides instant responses 24X7 across different channels. The blog below captures our customer’s journey in the new world after the Virtual Assistant was put in place.
Employee’s Experience in the new world
Add New Employees through Web Portal
Vivian wanted to add a new employee, so she typed, “I wnat to add a new emplyee” – note that even though she miss spelled the word, the powerful NLP engine powered chatbot is intelligent to understand the intent of the user. The chatbot proceeds and asks to enter a few details to add the new employees.
Vivian then fills in details like the name of the employee, designation, manager, and department and marks their status as Active. Bot replies with successful submission of the information. Similarly, she adds this data for other new recruits and heads out for a scheduled meeting.
Raise Travel Request on Chatbot for HR stationed on Employee Mobile App
She opens the mobile application and launches the virtual assistant to submit a travel request and types, “Je souhaite faire une demande de déplacement” (As this is a multi-lingual Chatbot, Vivian can converse in multiple languages and the Chatbot can understand the same.) The Chatbot understands and asks a few more questions to proceed. Vivian selects a department and then fills in details like a city of departure and arrival, travel date, mode of travel, time of departure and arrival, and gives a remark to submit the request.
The AI Powered Chatbot confirms the travel bookings and shares the details over her email. (e-mail integration)
Submit Reimbursement through Microsoft Teams
The Smart Employee Assistant walks her step by step to submit details like region, department, approving manager name and expense category among other details. She enters these details and the Smart Chatbot for HR then completes submitting the expense reimbursement request on her behalf.
The Virtual Assistant notifies her that the reimbursement ticket has been successfully submitted and sends an email notification to Vivian.
Apply for a Leave on SMS
The AI Powered Chatbot for Employees asks to provide a few details like type of leave, start and end date of leave and at last bot asks the reason for leave application in order to apply for a leave. Before providing the reason, she decides to check the total leave balance and the chatbot shared that she has 10 leaves remaining.
The Smart Chatbot moves back to the original question and asks Vivian to enter her reason for applying a leave (Digression- The chatbot is intelligent and moves back to the original question to maintain conversational flow)
Click here to learn more about IBM, AWS and Google AI Powered HR & Operations Chatbot for Employees.