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Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant
Technology Category
- Analytics & Modeling - Natural Language Processing (NLP)
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Oil & Gas
Applicable Functions
- Human Resources
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
The Challenge
The energy supply firm, which operates the largest natural gas utility in North America, was facing challenges due to its increasing workforce and third-party contractors. The HR staff was overwhelmed with routine queries from employees on areas such as payroll, leave balance, and insurance. These queries were either made in person or via a toll-free number, leading to a significant increase in routine HR queries. The company also runs a half-yearly drive to update pay and benefits data for employees, which adds to the HR staff’s workload. Additionally, open enrollment and the appraisal cycle each year strain the HR staff as updates and information exchange on employee data is significantly cumbersome.
About The Customer
The customer is a Canadian multinational energy distribution company that was rated as one of the Top Global Energy Leaders in 2018. The company operates the largest natural gas utility (by volume) in North America. It also moves about 25% of the crude oil produced in North America and 20% of the natural gas consumed in the US. In the bid to become the leading energy delivery company in North America, the firm started increasing its employees and third-party contractors. The workforce count stood at over 15,000 in 2019-20.
The Solution
The company adopted Kore ‘no-code’ platform to develop Mya bot, an HR support virtual assistant. It hosts 100+ FAQs and also covers 50+ dialog flows that address several ways in which a conversation between the user and the bot can flow. Mya is designed to handle routine queries related to pay and deduction, benefits and compensation, and time off, reporting, and holidays. The 24x7 Mya bot is integrated with HR Workday via simple object access protocol (SOAP) APIs as well as with Sharepoint via Web SDK, a javascript library. Mya is made available on the most prominent Web and MS teams channels enabling all employees to access it anytime, anywhere.
Operational Impact
Quantitative Benefit
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