A Fortune 500 healthcare provider had recently embarked on an ambitious initiative to create a consumer-grade HR experience for its employees, HR personnel and new recruits. The company’s existing HR web portal featured an embedded benefits portal from which employees and recruits could obtain information and find contact information for various service providers and call centers. However, the healthcare provider wanted a significantly richer, ‘Amazon-level experience’ that would allow users to receive answers to their questions with great immediacy and accuracy. In other words, they were looking for a virtual HR assistant.
The company knew it wanted an artificial intelligence (AI)-powered solution that would continually learn from user interactions, improving the user experience over time. But the client didn’t know what the best solution might be or how to find it. SBA performed the following services to assist the client with its need:
- Conducted market research to identify available and appropriate technology solutions
- Educated the client on market solutions including artificial intelligence, machine learning, chatbots and cloud content management solutions
- Helped the client determine it was looking for a cognitive assistant capable of using smart analytics and AI to provide the desired combination of conversational interaction and process execution
- Evaluated vendors in the cognitive assistant space based on their innovation capabilities and implementation abilities/successes
- Interviewed each vendor to determine capabilities and ‘best fit’ for the client
- Arranged meetings between the client and each top vendor to review the vendors’ suggested solutions for the desired HR experience
- Worked with the client to develop a comprehensive service set to include in the RFP
- Developed and executed an RFP process that helped narrow the field to 2 finalists
- Conducted finalist visits at the client site where each vendor presented its capabilities, showcased implemented solutions and consulted with the client about its particular project needs, including a phased implementation approach
- Worked closely with the client’s legal department to negotiate a contract with the selected vendor
Since introducing its cognitive assistant, the client has greatly improved the consumer experience for all employees, HR leaders and new recruits. In addition to implementing a best-in-class HR solution that far surpasses the offerings of competitors, the client is experiencing much improved employee satisfaction ratings.
