A sustainability solutions company used AI-led intelligent automation to substantially increase HR efficiency and improve employee satisfaction.
As the company’s client base grew exponentially over the last few years, it saw a significant increase in its on-field team to support its operations. The HR Operations team got overwhelmed quickly with inquiries from new employees, hindering their ability to focus on strategic initiatives. While many of these queries were straightforward, they needed timely responses. The high volume of inquiries caused delays and impacted employee satisfaction. To address these challenges and improve employee satisfaction, the company partnered with Accellor to explore innovative solutions for streamlining HR processes and providing timely support to their growing workforce.
Accellor leveraged Artificial Intelligence and Intelligent Process Automation to design a multi-lingual AI Agent capable of understanding and responding to employee inquiries in natural language. This AI model and Agent were trained on HR policies and procedures to deliver accurate and relevant information. Integrated with the company's HR systems, the AI Agent is able to access employee information and provide tailored responses. Considering the workforce's diverse linguistic background across the EU, the AI solution supports multiple European languages besides English. In cases where the solution cannot answer a query, a ticket is automatically generated for the HR team to address.
The solution is hosted within the company’s environment to ensure data security and privacy, with role-based access controls to prevent unauthorized access to sensitive information. This approach ensures that no data is shared with external systems or used to train open/public AI models.
Accellor’s AI solution handled about 90% of employee inquiries, freeing up an estimated 600 person-hours annually for the HR team, allowing them to focus on strategic initiatives. With less than a minute of response time, the new employees now receive quick responses to most queries through the AI Agent. The solution's multilingual support and availability across desktop, WhatsApp, and the company's internal collaboration application have facilitated rapid adoption by employees. Accellor also built a survey functionality in the solution that enables the HR team to gather valuable insights into employee sentiment, further improving workforce management.
