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Improving Employee Experience for a Manufacturing Company with AI-Driven Automations
Business Problem
The client, a prominent manufacturing company, encountered numerous challenges in enhancing employee interactions and providing seamless access to internal corporate information. These challenges included inefficient handling of employee inquiries, making it difficult for employees to receive timely support for their concerns. Employees struggled to search for and locate essential corporate documents such as SOPs, employee handbooks, and HR or IT policies, leading to frustration and wasted time. Additionally, the company lacked an integrated solution for managing HR and IT ticket workflows, further delaying resolutions. This resulted in a suboptimal employee experience marked by delays in accessing information, reduced productivity, and dissatisfaction among employees. The organization required an innovative approach to streamline operations and address these issues effectively.
Use Case: Employees struggled with delayed responses to HR and IT inquiries and spent excessive time searching for internal documents like policies and SOPs. Manual processes and an outdated SharePoint portal hindered efficiency, requiring an automated solution for quick query resolution and seamless document access.
Business Solution
To address these challenges, Pronix Inc. implemented an AI-driven automated Search Bot leveraging advanced technologies. The solution was designed to streamline employee interactions and enhance accessibility to corporate information. Key features of this solution included:
Crawling Internal Corporate SharePoint Portal: The AI bot indexed documents such as SOPs, employee handbooks, and HR and IT policies, automating the organization and retrieval of information.
AI-Powered Query Handling Automation: Leveraged AI capabilities to provide instant, automated responses to common employee inquiries, ensuring quick resolutions.
Integration with Corporate Portals: The bot was seamlessly deployed on Microsoft Teams and the Corporate Employee Portal, allowing employees to access it conveniently within their existing workflow.
Self-Service Enablement: Enabled employees to independently search for and resolve routine queries, reducing dependency on HR and IT support teams.
This solution significantly improved employee interactions by providing instant, accurate responses, streamlining workflows, and enhancing overall productivity.
Technical Solution
The technical implementation involved deploying an AI-driven automated Search Bot using a Retrieval-Augmented Generation (RAG) approach. This ensured contextual and precise responses to employee queries. Key components of the technical solution included:
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Open AI Integration: Utilized advanced AI models to provide highly accurate and relevant answers from indexed documents.
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Kore.ai XO Platform: Used for its robust conversational AI and workflow automation capabilities.
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Microsoft Teams Integration: Deployed the bot directly within Teams, improving collaboration through automated workflows.
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XO Automation: Automated HR and IT workflows for quicker ticket resolution and enhanced operational efficiency.
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Web SDK Integration: Enabled a seamless and user-friendly experience on the Corporate Employee Portal.
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AWS Hosting: Ensured a secure, scalable, and reliable infrastructure to support the AI-driven solution.
This technical framework ensured the automation was efficient, scalable, and tailored to meet the client's needs.
Technologies Used
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Kore.ai XO Platform, Search AI, XO Automation, Web SDK, AWS
Customer Success Outcomes
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The implementation of the AI-driven automation solution delivered significant benefits, including:
Improved Employee Experience: Satisfaction levels among employees increased by 40% due to faster and personalized responses.
Enhanced Self-Service Capabilities: Self-service rates improved by 50%, enabling employees to resolve routine queries independently.
Streamlined Employee Interaction Management: The bot handled 60% of employee inquiries, freeing HR and IT teams to focus on higher-priority tasks.
Transforming Digital Experience: AI-enabled digital interactions improved by 30%, making workflows more efficient.
Reduced Average Handling Time (AHT): AHT decreased by 35%, enabling quicker resolution of tickets and queries.
Improved Productivity: Employee productivity increased by 20%, as less time was spent searching for information.
Enhanced Corporate Information Search: Employees experienced a 45% improvement in locating and accessing documents within the corporate portal.
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