Overview
A leading US-based consumer goods company faced the challenges of managing a workforce of nearly 300,000 employees. They were looking to achieve hyperautomation with internal systems and came to OneReach.ai to automate their internal Employee IT Help Desk. Their goal was to achieve 80% hyperautomation by 2024, and they engaged OneReach.ai for a project to develop and deploy advanced Intelligent Digital Workers (IDWs).
Problem
The company serviced 300,000 global employees across different languages, onboarding processes, etc. It managed multiple brands and use cases across diverse tech stacks and struggled to unify disparate IT systems, leading to data consistency and accuracy issues. Primary issues included ineffective handling of common queries like password resets and device upgrade eligibility, leading to overburdened contact center agents and decreased productivity.
Solutions Built
Together, we assembled a team of cross-functional experts dedicated to deploying Intelligent Digital Workers (IDWs). OneReach.ai crafted IDWs to manage everyday inquiries while simultaneously adapting and extending their capabilities to support multiple channels and assist numerous departments and geographies.
Implemented an Intelligent Employee Assistant that supports ~300K employees globally with tasks such as:
- answering common questions,
- providing onboarding support,
- handling password resets across dozens of systems,
- providing service desk support, and
- managing device service requests and upgrade eligibility.
Impact
By automating the internal employee help desk with their Intelligent Employee Assistant, the org was able to increase efficiency for HR employees. Outcomes achieved include:
- Faster Onboarding: Cut onboarding time from 6 weeks to just 1 week, accelerating employee productivity and eliminating bottlenecks.
- Quicker Support: Significantly reduced ticket resolution times, enabling faster assistance and higher employee satisfaction.
- Reduced Call Volume: Decreased inbound support calls by 35%, shifting the team from reactive triage to proactive support.
- Lower Operational Costs: Reduced cost-to-serve by 40%, freeing budget and resources for higher-value initiatives.
