The client’s HR department received a high volume of HR-related requests from employees, resulting in inefficiencies and delays in processing. Furthermore, ensuring sensitive HR data reached the appropriate individuals while managing the assignment of incoming requests proved to be a daunting task. The sheer volume of incoming tickets, over 200 per day, required significant manual effort and time to classify and distribute.
Automotive Sector
AI for smart handling of hr requests
The client, a leading player in the automotive industry, faced a significant influx of HR-related requests from over 10,000 employees. The conventional service desk operator struggled to manage and assign these requests efficiently. To address this challenge, the company decided to explore artificial intelligence (AI) and machine learning solutions to streamline their HR service operations.
The client, a leading player in the automotive industry, faced a significant influx of HR-related requests from over 10,000 employees. The conventional service desk operator struggled to manage and assign these requests efficiently. To address this challenge, the company decided to explore artificial intelligence (AI) and machine learning solutions to streamline their HR service operations.
Problem
Goal of the project
The project’s goals encompassed optimizing HR request handling for a workforce of over 10,000 employees, automating the classification and assignment of HR requests, ensuring the prompt delivery of sensitive HR inquiries to authorized personnel, eliminating the burden of routine and repetitive tasks on the HR service desk, enhancing overall work efficiency, and establishing a scalable solution capable of flexibly adapting to evolving needs without necessitating substantial increases in resources.
Solution
The solution for this project involved the development of a customized software system tailored to the client’s specific HR service desk needs. To address the challenge of streamlining HR request handling for a vast workforce, we created a sophisticated AI-driven platform. This platform utilized advanced machine learning algorithms to automatically classify and assign HR requests based on their content, topics, and keywords, significantly reducing the manual workload. Moreover, it ensured that sensitive HR matters reached the right personnel promptly by intelligently routing requests. The software not only eliminated routine and repetitive tasks but also vastly improved overall work efficiency, operating 24/7 to provide round-the-clock service availability. Its scalability allowed seamless adaptation to changing requirements without major resource investments, making it a versatile and tailored solution for our client in the automotive industry.
Benefits of Introducing Solution
The introduction of the solution brought several significant benefits to the organization, including a notable improvement in efficiency by accelerating HR request handling and eliminating routine tasks. The system’s 24/7 operation resulted in substantial time savings, as it processed requests beyond regular working hours, enhancing service availability. Its scalability allowed for the concurrent management of large volumes of data and tasks without requiring significant increases in human resources. Moreover, the machine learning models consistently ensured the accurate and consistent assignment of HR requests to the appropriate categories, guaranteeing the prompt delivery of sensitive HR matters to the correct personnel.
Sum up
The client in the automotive industry faced challenges with managing a flood of HR requests from employees. To address this, they implemented an AI-based solution using SAP Service Cloud Ticket Intelligence. This solution streamlined the HR service desk operations, automated request classification and assignment, improved efficiency, saved time, and ensured 24/7 service availability. The project demonstrated the tangible benefits of AI integration in business processes, exemplifying the power of automation in enhancing service support for employees and customers.
