Auto-Response for Manufacturing Company HR
In this case study we evaluate the call center operations of an HR department with focus on its auto-response challenge, solution and benefits.
INDUSTRY: MANUFACTURING
INDUSTRY APPROPRIATE: ANY INDUSTRY WITH CALL CENTER OR SIMILAR REQUIREMENTS
DEPARTMENT: CALL CENTER OPERATIONS, HR
Challenge:
The HR department of a Manufacturing company was receiving over 200 emails daily on HR related questions. Many of the questions were repeats. The HR person who was responding to the email was supposed to open a issue tracking ticket in ServiceNow, which rarely happened. The HR staff was overwhelmed with the number of emails and was considering staffing up to respond to the questions. They also wanted to see if there was a way through automation to respond to the questions on a timelier basis.
Solution:
The Pantheon team, using Odyssey, created an auto-response, leveraging the current knowledgebase. Odyssey would monitor the email inbox for incoming questions. Upon receipt of the email, Odyssey would open a ticket in the company issue-tracking system (ServiceNow). As not all employees had a company email, but were required to register a personal email, in the case where a non-company email hit the inbox, Odyssey would validate the email against the HR system. Upon validation, Odyssey would use its natural language processing software (NLP) to interpret the free form data and review the knowledgebase for an appropriate response and then send a responding email with the answer. If the answer was acceptable, then Odyssey would close the ticket. If the answer was not satisfactory, Odyssey would route the ticket to the proper person in HR to respond. Upon answering the question, as long as it was not PII related (paycheck question, etc.) the HR person could then register the response to the knowledgebase for future responses and Odyssey would use it built in machine learning to move the correct response higher. Odyssey then would close the ServiceNow ticket. Odyssey also tracked how many answers were auto-responded versus how many required a human response.
Benefits:
- The HR department was able to avoid additional staff to respond to questions, providing permanent cost savings.
- Employees were happy with the quicker turn-around to responses.
- Over time, as the Knowledge Base built up, fewer and fewer questions required HR staff intervention.
- This concept was readily applicable to other similar processes like call centers, IT helpdesk, etc.
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