HBL – HR Helpdesk Chatbot

Habib Bank Limited is a Pakistani multinational bank based in Karachi, Pakistan. It is owned by Aga Khan Fund for Economic Development and is the largest bank by assets in Pakistan.

Founded in 1941, HBL became Pakistan’s first commercial bank. In 1951 it opened its first international branch in Colombo, Sri Lanka. In 1972 the bank moved its headquarters to the Habib Bank Plaza, which became the tallest building in South Asia at the time. The Government nationalized the bank in 1974 and privatized it in 2003; at that time the Aga Khan Fund for Economic Development acquired a controlling share.

As of 2018, HBL has more than 1700 branches with presence in over 25 countries spanning across four continents. It is the largest company in Pakistan in terms of assets, and has repeatedly ranked top Pakistani company in the Forbes Global 2000.

The Challenge:

HBL’s Human Resources team felt that they could use a chatbot to reduce the response time to queries, complaints and service requests that employees were making via HR’s helpdesk. In addition, they wanted to be able to guide employees regarding company policies and procedures.

HBL started looking for technologies that provided chatbot platforms and chose IBM Watson to develop a chatbot for HR and customer services. However, the AI solution provider was not able to really help HBL after selling them the platform.

The Solution:

As a result, HBL sought out to find an AI solution provider that could not only build them a chatbot but would also guide them and show them how to get the most out of the technology.

MM and our CareWiz platform. We built them an AI based chatbot that provides:

  1. Policy guidance flows

  2. Training and onboarding flows

  3. Employee enquiries resolution flows

  4. Automation of repetitive HR related tasks

  5. Mobile application development in Android and iOS

  6. Improved communication between an organization and its employees by responding to their questions and resolving their queries instantly

Further customization of the chatbot included:

  1. HR Helpline Team: this team monitors queries, gauges effectiveness and recommends learning, monitors resolution time of queries assigned to experts and responds to queries unanswered by the chatbot

  2. CareWiz Assistant responds in real time, provides statistics in a dashboard, answers itself or via the HR helpline team while channeling all responses through the chatbot.

  3. When the HR Helpline Team is involved the chatbot follows up with the team if it does not receive a response within a specified time period

  4. Employees access the chatbot through ‘iamHBL’ intranet or via email. They receive a response instantly and are able to rate the answer as useful or not useful.

Not only was response time to employees significantly reduced, but the chatbot reduced the overall call load as well – handling the majority of common queries received. This reduced the human team’s workload by 70% – enabling them to handle more meaningful tasks and resolutions that require a more human touch.

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