Project Summary
Company
Online Retailer
Industry
E-commerce
Services
AI Software Development
Location
Europe
A European retail company faced growing operational inefficiencies due to an increased volume of employee inquiries across HR, IT, and Personnel departments. The existing internal knowledge base expanded, making it difficult for employees to locate information quickly, ultimately delaying primary tasks. The company required an efficient, 24/7 support solution to ease the burden on HR and IT and to ensure quick access to necessary information.
Our Solution Delivered:
A virtual assistant integrated with Telegram for 24/7 access.
A 35% reduction in employee inquiries directed to HR and IT within the first three months.
Reduced dependency on HR and IT by handling frequent queries automatically.
Enhanced operational efficiency by enabling instant access to the knowledge base and other company resources.
The Challenge
The client, a retail company in Europe, was experiencing rapid growth. With that growth came a surge in inquiries from employees, especially concerning HR policies, IT issues, and general personnel matters. Departments like HR, IT, and Personnel were inundated with repetitive requests, significantly affecting their productivity.
Furthermore, the company’s internal knowledge base had expanded extensively, which led to increased difficulty in locating information quickly. With the internal Confluence becoming overly complex, employees found it challenging to locate basic information, such as how to book a meeting room or configure necessary IT software. This operational friction led to delayed responses, increased workload, and ultimately impacted employee efficiency.
The objective was twofold:
Reduce the workload on HR, IT, and other departments by automating the responses to common employee questions.
Improve employee efficiency by enabling easy access to information without unnecessary navigation through disorganized Confluence space.
The Approach
Our team designed and implemented a virtual assistant solution specifically tailored for internal company use, leveraging Telegram as the platform to provide seamless access. The assistant was powered by a generative AI model, deployed using Retrieval-Augmented Generation (RAG) architecture and a Large Language Model (LLM) that resides securely within the company’s infrastructure.
The organization relied on Telegram as their primary means of communication, hence we integrated the virtual assistant directly into their existing tooling. This made it readily accessible and user-friendly for employees across all company locations. This integration allowed employees to engage with the assistant using a familiar interface.
Key features of the solution included:
Interactive AI-Powered Conversations: Employees could have natural, human-like conversations with the assistant to get their questions answered.
Knowledge Base Integration: The assistant could access and pull information from the company’s internal knowledge base, providing responses like how to book a meeting room, configure IT software, or link directly to relevant information.
Instant Access via Telegram: By integrating the solution into Telegram, employees had access anytime, anywhere, ensuring quick and efficient responses without the need to open additional software or apps.
The Impact
The solution led to substantial improvements in the operational efficiency of the company. Within the first three months of implementation, employee inquiries to HR and IT dropped by 35%, while HR and IT response times improved by 50%, leading to faster resolution of employee issues and greater efficiency. The virtual assistant reduced the workload on HR and IT departments by taking over a significant portion of the repetitive, day-to-day inquiries.
Faster Information Access: Employees were now able to quickly retrieve information from the internal knowledge base, freeing them from spending valuable time navigating complex internal systems.
Reduced Dependency on Departments: The HR and IT teams saw a reduced volume of inquiries, allowing them to focus more on strategic and impactful tasks.
Employee Satisfaction and Productivity: By integrating the assistant into a familiar tool like Telegram, we ensured that employees could get instant responses, resulting in increased satisfaction and productivity.
The successful implementation of the virtual assistant has transformed the company’s internal processes, demonstrating the power of leveraging AI to automate and streamline employee support services.
