Improve Support with an Employee Assistant for the largest South African Insurance Group of Companies
Human Resources | Operational Efficiency | Employee Assistant
Case Study Details
Lightblue assisted the largest South African Insurance Group of Companies (Sanlam, Santam & MiWay) to improve its employee wellbeing by providing a conversational assistant to provide access to answers and document abstracts around human resource frequently asked questions, policies and procedures.
Challenge
The organisation wanted to provide employees with ready access to human resources information in the form of FAQs, policies and procedures as part of their SAP Employee Workplace mobile application roll out.
Solution
To address this, Lightblue implemented a leading chat and intelligent search solution that was able to provide both answers to frequently asked questions and abstracts from relevant human resource policy and procedure documentation. In addition the solution provided an in-line document viewer and was integrated to the organisations training solution – enabling staff to select from applicable training courses, etc. The solution was deployed within the SAP Employee Workplace mobile application.
Approach
- Channels: The solution was implemented as a small form factor within the SAP Employee Workplace mobile application.
- Frequently Asked Questions: The human resource department compiled hundreds of the most common questions and answers to train the chatbot.
- Knowledge Repositories: All applicable human resource content in the form of policies, procedures, forms etc were indexed and made available via the bot to the specific company audience.
Results
The solution was able to:
- Improve Operational Efficiency: Employees and contact centre agents were able to find relevant information far quicker than through traditional means and were thus able to service their customers queries more efficiently.
- Accelerated Training: The solution was provided to employees during initial onboarding and training workshops to be used as an initial and ongoing support reference.
- Improved Employee Satisfaction: Employees were more able to navigate the organisational processes and provide their customers in turn with a better level of customer service.
Lessons Learnt
- Stakeholder Management: Traditional chat solutions are heavily dependent on the business investing the time and effort required to detail a comprehensive list of frequently asked questions and answers. Whilst some departments realise this others see chatbots as a tick-box exercise and thus don’t realise their value add.
Technology
- Chatbot / Conversational Platform: IBM Watson Assistant
- Intelligent Search: IBM Watson Discovery
- Application Server: IBM Code Engine
- Database: Mongo DB
- Cloud Platform: IBM Cloud
Conclusion
Chat and intelligent search technology can go far in providing employees and contact centre agents with the requisite knowledge at their fingertips to aid them quickly in their time of need and make a measurable positive impact on the bottom line.