Initial situation and objective:

When it comes to questions about vacation days, remuneration and many other HR regulations, the company’s employees from different divisions and business units previously had two options – search a large number of documents on the intranet, many of them as .pdf – or pick up the phone and ask. An internal evaluation has found that answering these telephone inquiries costs managers and middle management a great deal of time.

The goal of the POC was to clarify whether the corresponding documents prepared by us, correct in terms of content, as well as high-quality and perfectly comprehensible, could be used as a basis for a chatbot – and whether the chatbot could solve the work more efficiently and easily.

Challenges:

The necessary data from the HR department is distributed in various documents with hundreds of pages. The appropriate HR regulations are partly overlapping between the departments and employee groups – and sometimes completely separate. Often, the information is different and contradictory or has been overtaken in the meantime by new regulations.

Approach:

Our approach for POCs:

1. Business Understanding
2. Data Understanding
3. Data Preparation
4. Usable Pilot

Together with the company and a small POC internal project group, we collected the requirements in a workshop.
In the next step, the data was reviewed and checked.
As a result, we worked together again to look at challenges we saw in the data in relation to the business needs and to develop solutions.

Within two weeks, we delivered a first prototype of the chatbot with the customer’s data. And together with the project team, the results and the four phases are iterated through in several loops.

Result:

We have received feedback from the project team that the POC already saves a lot of work.

The chatbot POC increases the team’s efficiency by 25%.

A chatbot has been created:

• which differentiates between different roles and stakeholder groups
• which identifies the sources of the answer and makes them directly verifiable
• who answers very quickly and correctly

For companies that are also interested in finding a solution for similar challenges – we look forward to hearing from you

We are also happy to pass on the reference as a contact person so that you can form your own opinion.

[lc_the_author_full_name]

[lc_the_author_description]

mehr erfahren