At M.M. we have been providing world-class organizations with cutting-edge technology since 2013. This time, we joined hands with HBL, the largest domestic, corporate and investment banks in Pakistan, to provide a solution for a long-standing concern. M.M. has crafted a chatbot to assist HBL in resolving HR-related queries with minimal effort.
Employee queries are time consuming and often results in confining and restricting scarce HR resources to mundane, repetitive tasks. This prevents valuable human capital from otherwise working on more high-value work. No organisation is immune to this. As we all know, employees everywhere need HR-related queries to be answered frequently and expeditiously through the course of their career.
A one-of-a-kind solution, the HBL HR chatbot is a pioneer project, developed to reduce the workload on the HR team by answering policy-related questions and addressing staff member concerns. Overall, for HBL’s wider employee community, it maintains the sense of users being dealt with in real-time through a natural, conversational interface. In a statement, HBL`s Chief Human Resource Officer, Jamal Nasir said:
“In line with the vision of our CEO Muhammad Aurangzeb of HBL as “an IT company with a banking license”, we reviewed the HR processes to initiate their alignment with this vision. Whilst the functions of the HR department are very wide and varied, we opted to focus on the employees and their internal policy queries, with an aim to make them as seamless and painless as possible. Immediate responses to employee HR related queries would result in greater internal satisfaction as well as better utilization of the HR help desk. Hence a Digital Assistant was a natural progression in this journey. The key performance measures for the Digital Assistant are the reduction in queries arriving at the HR helpdesk as well as the increas- ing usage of the digital assistant. To this end, we selected the CareWiz platform provided by Mercurial Minds. We started with four key policies to be implemented via the Digital Assistant. One of our key requirements was to make the interaction of the Digital Assistant as human as possible. “
Currently in its ‘soft-launch’ phase, the chatbot has the ability to evolve through training for new use-cases and scenarios. At present, the bot is already well-versed in four of HBL’s HR policies and there are plans to increase this to 16 in the coming months. M.M. and HBL anticipate that the HR chatbot will reduce resolution times significantly – thereby increasing the quality of life in the workplace not just for HBL’s HR team but for the wider HBL employee community.
Contact us through success@mercurialminds.com to find more about how we can help you and your organization engage with your human capital more effectively.
