How a leading network infrastructure provider delivers HR help at machine speed
Employees have one place to get instant support no matter where they work with an IT and HR chatbot.
This global company shapes the always-on networks of tomorrow by helping to design, build, and manage wired and wireless networks around the world.
Challenge
Engaging hybrid employees in a rapidly changing work environment
Result
Deployed an AI platform to provide HR support at scale
The Problem
Connecting and engaging with remote employees
A leading network infrastructure provider is focused on connecting people. That’s why the Vice President of HR Tech and Operations placed particular emphasis on keeping the company’s employees safe, healthy, and engaged, no matter where they work.
With the sudden transition to remote work in 2020, their number one goal was to help employees find HR information quickly. The challenge was that even with increased investments in portals, knowledge bases, and other tools of the trade, the company’s more than 28,000 employees still weren’t able to easily find information. To bring together all these different systems, they looked to AI and automation.
The Vice President recognized the unique challenges presented by remote work and the need for seamless access to HR information. Despite significant investments in various digital tools, employees were still struggling to find what they needed. By leveraging AI and automation, they aimed to create a unified solution that would streamline information retrieval and enhance the overall employee experience. This approach not only addressed immediate needs but also set the stage for a more efficient and connected workplace in the future.
The Solution
Introducing an HR AI Assistant
In November 2020, this leading network infrastructure provider launched a new AI solution. This Moveworks AI Assistant instantly resolves both HR and IT questions: Employees simply tell the AI what they need using conversational language, and the AI Assistant handles the rest. Now, employees can access HR policies or reset their passwords directly on Microsoft Teams.
For the Vice President of HR Tech and Operations, one of the primary advantages of AI was its ability to deliver end-to-end resolution, thanks to deep integrations with other systems at the company. By pulling information from various backend systems, the AI Assistant can surface personalized HR support without any button-clicking from the service desk — and without any delay for the employee who requested the information.
Especially in a hybrid world, keeping track of where employees work can be a massive undertaking. With a deeply integrated conversational AI strategy, AI Assistant can offer up personalized solutions based on where employees are located. This HR-focused AI has been able to improve the scope and scale of the company’s HR operations by providing instant help to employees in over 53 countries.
The Result
Bringing IT and HR under one roof
AI has reshaped every facet of the HR support process. Employee satisfaction with the HR team has skyrocketed because no one has to wait for help now. More importantly, on the operations side, the Vice President of HR Tech and Operations has found that the bot empowers their team to focus on more impactful work — such as finding new ways to engage and support remote employees and improving every step of the employee lifecycle, including onboarding and recruiting.
AI has been instrumental in creating a positive work environment at the company. Now that people can resolve their HR issues without waiting for help, they’re able to focus on the task at hand without distractions
Key integrations
