Pre-on boarding engagement with new joiners (lateral hires) - Engaging with the To-Be joining workforce, sending policy related updates and videos about the organisation, initiating engagement before they join the organisation.
In today's world, individuals aspire for anywhere anytime connectivity and instant availability of information, resolution to their queries at a click of a button. People today prefer least dependency on human touch points and desire access to their information needs digitally.
We are in a connected world fully enclosed with Digital interventions, which has made access to information just a click away. Keeping pace with current trends, it was envisioned that our employees and other channel partners are also enabled with some digital assistant, allowing an easy anytime anywhere access to the information desired and reduced dependency on person manned helpdesks. Thus, arose the concept of an in-house developed virtual assistant.
The organization, on an average, has an intake of ~2000 new joiners annually of which ~250 are cadres taken directly from engineering colleges and B-schools. In the continuous quest of enhancing employee experience, the initial joining touch point becomes a cornerstone in the overall employee engagement.
An individual when new to any organization is bound to have multiple queries and would prefer quick, real time assistance to reading exhaustive policy documents or seeking people for clarifications. Traditionally, query resolution process has been pre-dominantly person dependent. The idea was to enable a real-time, context sensitive, personal, employee friendly help tool for thedigitally-savvy Gen Z workforce.
Development & Evolution of the idea – TMLBSL stepped in to conceptualize and develop a unique digital assistant, who helps in policy query clarifications reducing the query resolution burden on the Talent Acquisition and Human Resource teams.
In the market, rule based virtual assistants are more predominant. Rule based virtual assistants follow a tree type structure with a pre-defined set of options and flow of information, e.g. if one transacts with an insurance company virtual assistant, it will give a set of pre-defined options like policy premium, last policy paid, maturity date/ benefits etc. On selection of a specific option, user has to enter certain details and the appropriate response is triggered.
Consider a situation that one is enquiring about the policy premium and suddenly wants to check about the maturity benefits as well. In case of a rule-based virtual assistant, user will need to come back to the main menu and virtual assistant will trigger a fresh information workflow to answer the other subject.
On the other hand, as the name suggests, conversational Virtual Assistant acts and converses like a human. There are no pre-defined set of questions or information workflows. Since the architecture for these virtual assistants is based on real time data scraping, user can easily switch subject of queries by asking any question at any point of time. The conversational virtual assistant is built on the concept of Artificial Intelligence (AI) and Natural Language Processing (NLP) algorithms. The core innovation lies in the indigenously designed and developed architecture which rests on three pillars, namely an NLP Engine to extract intent, innovative and copyrighted Corpus Vectorization methodology and a Cognitive NLG Classifier. This results in the Virtual Assistant being able to read intent and give a personalized response with speed and accuracy. The BOT eliminates the effort of an individual scraping through the policy & identifying the appropriate clause for clarification. Desired information is available through a simple question triggered to the BOT. Along with fliers and videos sent at intermittent intervals, the BOT also allows chat on HR specific policy queries through its unique conversation functionality.
While conversing with the online chatbot AI, the individual has a choice to either type the query or use the option of voice chat – a feature specifically designed keeping in mind the preferred choice of millennial workforce who form a major part of the corporate ecosystem. The BOT is designed and developed to be vertically scalable and seamlessly deployable across multiple user group's like employees, vendors, dealers and end-customers. This makes it a low-cost, scalable digital enabler for enhancing customer experience.
