Nestlé, the Swiss multinational food conglomerate, is the world's largest publicly held food company, measured by revenue and other metrics. Twenty-nine of Nestlé’s brands have over $1.1 billion in annual sales and, therefore, require a business platform with comprehensive analytics capabilities to track each brand's performance and consumer behavior. HCLTech, through our partnership with Microsoft, implemented a solution catered to the needs of one of those brands — Nescafé Dolce Gusto (NDG).

The Challenge:

NDG needed a better solution to analyze global consumer behavior, particularly for its coffee machines. This analysis informs marketing and promotional strategies. However, their previous business platform could have been more efficient and gave lagging results for promotions, typically taking end users at least 72 hours (about three days) to see sales and customer data. This system used a Magento 1.0 infrastructure and was plagued by quality issues. Users needed extensive manual intervention to develop targeted customer strategies or run predictive analyses. These lagging indicators and incomplete data sets impacted sales, leaving marketing teams a step behind when adjusting strategies and fine-tuning promotions. In addition to these problems, the system wasn’t scalable and came with high maintenance costs.

The Solution:

HCLTech developed a new system that uses Azure and Kafka to transform and share data, in near-real time, with marketing and CRM agencies, aided by Power BI reports and Rest API to cater to the specific needs of consumers. It integrates Kafka streaming and Azure SQL DB (DWH) into a Magento 2.0 architecture to share data with Eloqua through the Azure Function framework.

The Impact:

Among the benefits are:

• 30% savings from optimized cloud services
• Turnaround time for data was reduced from 72 hours (about three days) to around three hours
• 70%-80% reduction in rework and manual efforts
• Quick insights on consumer purchase analytics
• Faster and safer communications with CRM system
• Near real-time dashboarding, as opposed to the several-day refresh the old system required
• More efficient and faster customer communications

Clifford Chance, a global London-based law firm, serves its clients through a cutting-edge data platform built on Microsoft Azure and powered by LLMs, Azure OpenAI and Copilot for Microsoft 365.

The Challenge:

Clifford Chance wanted to leverage the generative AI tools in Copilot to:

• Improve the speed and accuracy of drafts
• Generate summaries and transcripts for legal documents, meetings and data
• Improve content generation, including contracts, clauses and legal arguments, while still maintaining responsibility and quality standards
• Enhance innovation and collaboration

The Solution:

HCLTech’s solution — the Clifford Chance Assist (CC Assist) application — is built on the Microsoft Azure OpenAI platform and leverages the following Microsoft services:

• Azure AI Cloud Services, including Azure Open AI, Azure AI Search and Translator Services, to onboard data and prepare for AI/ML innovation
• Azure Cloud Scale Analytics and DV Services, including Azure Databricks, Azure Data Factory, ADLS Gen 2/Blob Storage, Azure Database, PostGre and SQL and LogAnalytics
• Teams Premium
• Power BI visualizations and dashboards

The platform collects and analyzes data from other Microsoft solutions, including Copilot and Viva Suite, to automate and improve employee and client tasks. The data is securely stored, processed and managed in Azure OpenAI.

“Harnessing digital innovation to enhance our business operations and continuously improve client delivery has always been at the heart of our successful growth strategy. We are now excited to be one of the first organizations to roll out Copilot and Viva Suite at scale as part of our suite of AI-powered workplace solutions.This will empower our workforce to automate routine tasks, enabling greater productivity, faster turnaround and increased client satisfaction.”

Paul Greenwood, Chief Technology Officer at Clifford Chance.

The Impact:

CC Assist gives staffers personal AI assistants to augment their work and local-language translations from Microsoft Translator and Teams Premium’s fine-grained intelligent recap capabilities. This empowers Clifford Chance team members to summarize and augment information, creating significant cost-saving potential quickly.

Leveraging Microsoft’s Early Adoption Programme, Clifford Chance became one of the first global organizations to deploy Copilot for Microsoft 365 and Viva Suite at scale across its entire workforce. CC Assist is also one of an international law firm's first private and secured AI tools. The tool was deployed last year after extensive testing by 1,800+ users, who experienced minimal interruptions. It already has a positive ROI.

Based on early results, additional impacts include:

• Establishing Clifford Chance as a thought leader and digital innovator
• Saving approximately 5,000 hours when reviewing and correcting time-recording narratives and about 2,000 hours when generating documents
• Reducing due diligence 40% to 50% by accurately answering questions and surfacing the right references
• Increasing revenue and profitability by allowing the firm to take on more complex and high-value cases
• Improving customer satisfaction and retention
• Reducing operational and capital expenses by optimizing resource allocation and increasing productivity

HCLTech’s Repeatable Business Solutions

HCLTech’s reusable architectures create expansion potential into other industry verticals. The CC Assist framework, for example, can be adapted to:

• Financial and regulatory institutions can use it to create, review and manage financial contracts, agreements and reports, and update standards to comply with evolving laws and regulations.
• Healthcare providers and organizations can use the CC Assist framework to securely generate, analyze and summarize medical records, documents and data.
• Educators can use it to summarize detailed resources and create and generate new and personalized materials.

Sports merchandise company Adidas needed a unified interactive chat platform to provide technology support for its global workforce. Previously, they used disparate chatbots for different purposes and employees would access the one they believed to be correct, depending on their request. These chatbots were not integrated with Adidas’ L3 help desk and lacked multilingual capabilities — creating delays, information gaps and misunderstandings when complex or far-reaching problems arose.

HCLTech’s solution securely integrates Adidas’ data sources to create a one-stop Enterprise chatbot that uses AI to direct employee requests to the right experts. To that end, the system uses:

• Azure Bot Framework for the master bot
• Targeted bots for ServiceNow, Tachyon and others
• Teams for cross-channel support
• Azure Integration Services
• Azure AI Translator

Since passing the Microsoft AI Specialization Audit 2023-24 with no significant shortfalls, this system continues to evolve through iteratively advancing AI technology, empowering Adidas to stay competitive.

Antech Diagnostics operates a network of veterinary diagnostic laboratories in the United States. Antech needed a new platform to enhance its customers’ digital diagnostic experience. The planned system would replace its slow manual process and include robust UI and data analytics capabilities.

HCLTech’s solution was built on Microsoft’s platform and included the following features:

• Azure API management for APIs and Service orchestration
• Azure Event Hub for real-time data processing and service
• Azure AI Search for intelligent discovery
• Real-time, integrated experiences from veterinary solutions
• Video chat, digital assistants and AI-based self-service capabilities
• Integrated robotic process automation
• System-driven insights and strategic recommendations for care and activities

The system improved a 35% customer satisfaction score and superior account reconciliation and management. Additionally, the system had no significant shortfalls when audited by Microsoft during the AI Specialization Audit 2023-2024.

Otsuka, a North American pharmaceutical company, partnered with HCLTech to revolutionize its internal audit and reporting processes using GenAI. Their existing rule-based document auditing system proved costly and lacked user-friendliness, prompting the adoption of a GenAI solution integrated with Azure OpenAI and Adobe API. The value delivered through this approach enabled our client to:

• 95%: Predict gaps in document quality with accuracies over 95%
• 65%: Reduce manual document development efforts by 65%
• 50%: Increase readability score by 50%

Audit management is vital for life sciences companies to ensure that risks are regularly reviewed with a heightened sense of urgency regarding compliance to protect patient safety, product quality, and data integrity. As part of this process, all software development lifecycle (SDLC) documentation is subject to internal audits.

The Challenge

Otsuka’s challenge surrounded re-architecting their auditing system, which was code and rules-heavy, to a cognitive solution that elevated the experience for authors and auditors. They also wanted to meet the demand for document volume, reduce cost and time constraints on internal auditors and improve tool reliability and user-friendliness.

The Objective:

• Replace the rule-based engine with a GenAI-powered document auditing system
• Reduce the effort needed to define and modify complex business rules
• Improve system scalability for growing document volumes in SDLC
• Enhance the accuracy, reliability and user-friendliness of the auditing tool
• Optimize redevelopment efforts for reduced maintenance and updates

The Solution:

HCLTech developed an Azure OpenAI-based solution to encode complex business rules and identify document gaps in natural language.

• Gaps are summarized using GenAI and reported as findings with a high degree of accuracy
• A user-friendly interface was developed for adding PDFs and business rules, simplifying audit report generation
• Audit reports with contextual information were generated using zero-shot prompting and used for downstream CAPA generation

The Impact

With relentless commitment, we've harnessed cutting-edge GenAI technology and executed their vision precisely. The collaboration between HCLTech and Otsuka has yielded a transformative impact on internal audits and reporting through GenAI technology.

After the successful deployment of the solution, the results were:

• 95% improved gap prediction accuracy, reducing manual auditing
• 60-75% less development effort for new document types/rules
• 50% higher readability score in gap summaries, making the experience more human-friendly