Business Problem
A leading manufacturing company faced significant challenges in managing its HR and IT operations, which negatively impacted the overall employee experience and organizational productivity. The company struggled with inefficient handling of HR and IT-related inquiries and workflows, relying on a legacy chatbot that delivered inconsistent and outdated information. Employees found it difficult to locate critical internal resources such as FAQs, employee handbooks, and organizational structure documents, leading to frustration and wasted time. Ineffective support ticket management caused delays in resolutions, further reducing employee satisfaction. Additionally, the absence of a modern, user-friendly system to streamline operations and interactions limited the company’s ability to scale efficiently. These issues created bottlenecks in productivity and underscored the need for a comprehensive AI-driven automation solution.
Use Case: The company required an AI-driven solution that could enhance HR and IT workflows, providing employees with instant and accurate responses to their queries, automating routine tasks such as password resets and leave applications, and enabling seamless access to internal resources through an intuitive, self-service interface.
Business Solution
To address these operational challenges, Pronix Inc. implemented an AI-powered solution that transformed the company’s HR and IT operations. The solution began by crawling the company’s internal SharePoint website, indexing resources such as FAQs, employee handbooks, organizational structures, and technical documents. The implementation included the deployment of HR Assist and IT Assist modules, which automated routine tasks like leave applications, onboarding processes, password resets, and hardware requests.
An AI-driven query handling system was introduced to provide instant and accurate responses to employee inquiries, significantly reducing the workload on HR and IT teams. Furthermore, a Search AI Bot utilizing a Retrieval-Augmented Generation (RAG) approach was integrated into Microsoft Teams and internal websites, allowing employees to quickly and easily access relevant information. The introduction of self-service capabilities empowered employees to independently resolve routine queries and tasks, enhancing their experience while freeing up HR and IT staff to focus on strategic initiatives. This comprehensive automation solution revolutionized the company’s operational efficiency and employee satisfaction.
Technical Solution
The AI-driven workflow automation solution was built on cutting-edge technologies, leveraging advanced capabilities for seamless integration and high performance:
- Kore.ai XO Platform: Provided robust conversational AI and workflow automation features tailored for HR and IT operations.
- HR Assist and IT Assist Modules: Streamlined and automated specific workflows, including ticket management, task delegation, and approvals.
- Search AI with RAG-Based Approach: Delivered precise and contextual responses by dynamically retrieving information from internal resources.
- Microsoft Teams Integration: Allowed employees to interact with the AI bot directly within Teams for a seamless user experience.
- Web SDK Integration: Enabled smooth functionality on internal-facing websites, ensuring easy accessibility for employees.
- Azure Hosting: Delivered secure, scalable, and high-performing infrastructure to support the solution.
Technologies Used
Kore.ai XO Platform, HR Assist, IT Assist, Search AI, XO Automations, Web SDK, Azure
Customer Success Outcomes
The implementation of AI-driven workflow automations delivered substantial and measurable improvements for the client:
- Improved Employee Experience: Employee satisfaction increased by 40%, driven by faster and more personalized responses to HR and IT queries.
- Enhanced Support Ticket Management: Ticket resolution efficiency improved by 35%, reducing response times and increasing satisfaction.
- Increased Self-Service Rates: Self-service capabilities improved by 50%, allowing employees to resolve routine queries without team intervention.
- Streamlined Employee Interactions: Automated workflows handled 60% of employee inquiries and tasks, freeing HR and IT staff to focus on higher-value initiatives.
- Transformed Digital Experience: Employee feedback on digital interactions improved by 30%, reflecting a seamless and user-friendly experience.
- Improved Productivity: Internal productivity increased by 25%, as employees and support teams spent less time on repetitive tasks.
- Enhanced Information Search: Employees experienced a 45% improvement in accessing documents and resources through the company’s internal portal.
