Overview
Our customer is a US-based global designer, developer, manufacturer and supplier of a wide range of semiconductor and infrastructure software products.
They faced several challenges with their employee acquisition processes, integrating new workforce and driving streamlined operational workflows.
With our cutting-edge Gen AI-based solution, we helped our client automate their employee acquisition processes, minimize downtime and improve employee experience.
The Challenge
Complex employee acquisition workflows and operational processes led to reduced employee experience
Our client faced several challenges with their employee acquisition workflows that involved integrating a new workforce, empowering them with the latest technologies and streamlining their operational processes.
Some of the key challenges included:
- Difficulties in bridging cultural gaps between the organizations
- Lack of workflow integration processes
- Complex operational processes leading to a higher employee support services cost
- Absence of intuitive and real-time employee support experience across the continents
- Barriers of language, culture, gender, generation and geography across the workforce
The Objective
Simplify complex employee acquisition processes and automate conventional operational tasks
Our client wanted to automate repetitive conventional operational processes and workflows.
Furthermore, they wanted to simplify the complex employee acquisition process by integrating the workforce, adding new support staff, adopting employee self-service and empowering the entire workforce with the latest communication technology.
The Solution
Driving streamlined workflows and enhanced employee experience with GenAI-powered solution
We helped our client automate their workflows and enhance employee experience with our cutting-edge Gen AI solution that utilizes a large language model (LLM)- powered conversational AI agent.
Key highlights of the solution:
- It provides first point of contact that addresses all end user queries with utmost ease by utilizing a Zero Service Desk
- It enables multiple scaling up of the solution across key enterprise functions and applications such as Okta, ITSM, Workday, Oracle , Nexthink and Workato with minimal training and scaling efforts
- Our solution provides real-time automated sentiment analysis via chat and calls allowing hassle-free ticket routing based on sentiment score
- It also leverages the LLAMA2 model to configure and facilitate personalized employee communication in alignment with their roles, responsibilities, departments, locations and languages
The Impact
Attained automated workflows and employee acquisition processes leading to enhanced employee experience
The impact our solution had on our client is truly phenomenal with thousands of saved productive hours, automated ticket resolution and reduced dependency on phone support. Here are more insights on our impact:
- We achieved a massive 400% increase in automated ticket resolution from (previously, 12% of all ticket resolution was automated – it is now at 60%) within two years of solution implementation
- We enhanced employee productivity, saving 21,250 productive hours within a span of one quarter
- A considerable 100% automation of high-priority tickets was delivered
- We reduced the extensive phone-based support for employees from an initial 8,000 calls per month to just 300 calls per month (a 96% decrease), negating the dependency on L1 phone support
- We also gained a significant 90% service provisioning automation across the workflows
