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Kore.ai > 实例探究 > Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant

Canadian Multinational Energy Distribution Company Reduces Response Time to 7 Seconds Through AI-Powered Virtual Assistant

技术

分析与建模 - 自然语言处理 (NLP)
应用基础设施与中间件 - API 集成与管理

适用行业

石油和天然气

适用功能

人力资源

用例

对话机器人

服务

软件设计与工程服务

挑战

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.

关于客户

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.

解决方案

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.

运营影响

The bot empowers the 15k strong workforce with self-service options, allowing its HR team to focus on important tasks.
The energy delivery company aimed to achieve a 50% success ratio in terms of user intent recognition and containment, when compared with real-time queries with HR staff. In the first 6 weeks of deployment, Mya achieved over 90% containment rate, without needing to transfer the call/query to a live HR person.
The quality of automation and speed of operation, both exceeded the initial expectations.

数量效益