Enhancing Employee Experience with GenAI Chatbot

Business Opportunity

GenAI ChatBot for Faster Query Resolution

The client is a leading pharmaceutical company with over a century of expertise in the healthcare industry and employs almost 15,000 resources. Renowned for its leadership in Macrolides anti-infective drugs, the company enjoys extensive global recognition, reaching 50 countries with strong footholds in Europe, the UK, and the USA. The company has been focused on utilizing new technology to enhance their internal processes and improve employee experiences. 

To achieve this, the client aimed to implement a conversational AI chatbot capable of addressing employee queries about field promotions and insurance. This initiative was intended to improve data accessibility and reduce operational inefficiencies.

Niveus implemented a cutting-edge Generative AI (GenAI) chatbot, seamlessly integrated with Amazon Kendra, AWS services, and OpenAI to provide secure, accurate, and real-time responses to employee queries. The chatbot is integrated with WhatsApp, enabling employees to raise queries and receive instant responses directly through the conversational platform. The solution focused on enhancing usability while ensuring robust security and precision.

The Challenge

The client faced challenges in resolving employee-related queries efficiently, particularly concerning promotions and insurance policies. 

• Inconsistent access to up-to-date and accurate information for employees
• Lack of an integrated system to manage policy documents and employee interactions effectively
• A high volume of repetitive queries to the HR team, causing resource strain and operational inefficiencies

Our Solution

Niveus developed a Generative AI chatbot to help the client improve employee query resolution, focusing on security, accuracy, and ease of use. The chatbot integrates with Amazon Kendra, AWS services, and OpenAI to provide real-time, accurate responses.

The chatbot interacts with employees through various channels, including WhatsApp, and key data points such as user sessions and feedback are stored for analysis. Amazon Kendra organizes policy documents into a searchable format, allowing employees to easily find relevant information. Performance metrics, like query resolution rates and user activity, are tracked and visualized to help improve the service.

OpenAI’s language models enable the chatbot to understand complex questions and provide clear, multilingual responses. AWS Lambda ensures smooth communication between all services, and Amazon S3 stores policy documents for quick access. The solution streamlined the query handling process, improving efficiency and employee satisfaction.

Benefits of Niveus’ GenAI Chatbot for Query Resolution

• Enhanced User Experience: Provides instant, accurate responses, improving engagement and user satisfaction
• 24/7 Availability: Offers round-the-clock support, ensuring users can get assistance at any time
• Operational Efficiency: Automates repetitive tasks and queries, reducing manual intervention and streamlining processes
• Cost Savings: Reduces the need for extensive human resources for routine tasks, leading to operational cost reductions
• Scalability: Capable of handling an increasing volume of queries without compromising performance
• Multilingual Support: Offers support in multiple languages, making it accessible to a diverse user base
• Real-Time Analytics: Provides insights into user interactions, helping to continuously improve the system’s performance
• Seamless Integration: Can easily integrate with existing platforms and services, providing a smooth user experience across channels

Results

• Faster Query Resolution: The GenAI chatbot significantly reduced the time taken to respond to employee queries, improving efficiency and satisfaction
• Reduced HR Workload: By automating routine inquiries, the HR team was able to focus on more complex tasks, leading to better resource allocation
• Improved Access to Information: Employees gained quicker access to accurate, up-to-date information, enhancing decision-making and productivity
• Increased Employee Engagement: The 24/7 availability of the chatbot ensured employees could get assistance at any time, resulting in higher engagement 
• Cost Efficiency: The automation of queries and information retrieval led to a noticeable reduction in operational costs
• Higher Satisfaction: With improved response accuracy and faster resolutions, overall employee satisfaction levels increased
• Continuous Improvement: Real-time analytics and feedback enabled ongoing optimization of the chatbot’s performance, ensuring its continued effectiveness
• Scalability: The system successfully scaled to handle increasing volumes of queries without performance degradation

Power of Partnership

The success of GenAI implementations lies in the strength of collaboration between technology providers, solution developers, and end-users. By partnering with Niveus, our client now leverages cutting-edge GenAI technologies to create innovative, scalable solutions that drive operational efficiency and enhance user experience. Our ongoing collaboration with the client ensures seamless integration, continuous optimization, and alignment with business goals, enabling them to unlock the full potential of GenAI and achieve sustainable growth. Through collaboration, the client can now build adaptable GenAI-driven systems that evolve with changing needs and deliver measurable results.