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CLIENT STORY

Helping HR professionals improve service quality

KPMG has been helping a large wholesale bank experiment with chatbots and RPA to improve operations and service quality in HR.

Client

A large wholesale bank

Sector

Banking

Project

Using chatbots to improve operations in HR

  • Client challenge
  • Benefits to client
  • Approach
  • KPMG insights
Client challenge

What’s the process for unplanned leave? How do I submit my medical certificate? HR professionals often get a real sense of déjà vu receiving the same questions from employees’ day-in-day- out. The demand is high, the questions are often urgent, and preparing individual responses is time-consuming and inefficient. It may even distract from core or value-added activities.

Our client is a wholesale bank whose HR professionals found themselves experiencing this exact problem. They needed a partner to help them experiment with chatbots and RPA to improve operations and service quality as well as improving the cost to serve.

KPMG presented our chatbot demonstration on this basis and explained how it works internally. Based on the demonstration, the bank decided to explore the subject further at this stage, through a benchmark of available solutions and preparation of a proof of concept for the human resources department.

We set to work preparing a proof of concept and benchmark of solutions on the basis of this request. In this case, two processes were identified as strong cases for a chatbot to take over. The processing of medical certificates (with the additional use of RPA), and the handling of simple queries that could be considered to be FAQs, requiring a prompt response (primarily regarding holidays or leave).

KPMG presented our chatbot demonstration on this basis and explained how it works internally. Based on the demonstration, the bank decided to explore the subject further at this stage, through a benchmark of available solutions and preparation of a proof of concept for the human resources department.

We set to work preparing a proof of concept and benchmark of solutions on the basis of this request. In this case, two processes were identified as strong cases for a chatbot to take over. The processing of medical certificates (with the additional use of RPA), and the handling of simple queries that could be considered to be FAQs, requiring a prompt response (primarily regarding holidays or leave).

Benefits to client

Using a chatbot means that employees receive prompt answers to their queries, without the usual delays that naturally arise from dealing with queries manually. Exchanges are easier, less time-consuming and error-free.

By automating queries around medical certificates and leave requests, the bank can make better use of the skills and knowledge of HR professionals who can then feel empowered to concentrate on core activities that add more value. It is a win-win situation.

Ultimately, the implementation of chatbot technology is an opportunity to reduce the cost to serve while allowing employees to work on more rewarding, less routine tasks.

Approach

This was the first time the bank had initiated a chatbot project in this field and so a great deal of ground work was carried out. The ideation phase comprised of an evaluation of the business needs and existing processes.

The exact scope of the processes to be covered by the chatbot were then refined. Our team helped the client choose the best technology. This also led to the definition of the bank’s requirements in terms of solutions. Taking into account functional and non-functional requirements, the current market and underlying derived architecture, as well as their security and compliance impact, were illustrated through a fit-gap analysis.

From KPMG Luxembourg, we put together a team of security management and business analysts, led by our Lighthouse business leader. But the team didn’t stop there. We promoted our international network through the close collaboration with the KPMG Belgium offices, leveraging on expertise in chatbot and IT architecture. This way we ensured we had relevant expertise in making each decision, no matter how small.

KPMG insights

KPMG`s understanding of business and technical needs proved to be a huge asset to the client. Our knowledge of the business supplemented our technical knowledge and meant we could provide a comprehensive and bespoke service.

We also were reminded of value of placing an emphasis on involving the client’s staff in these projects from the start. In this case, that was a priority and we saw the benefits later on in the project. With the narrative that has been built around the role of chatbots and their potential impact on the workforce in years to come, it is vital that companies implementing these technologies reassure their people and actively involve them in the process. By doing so they feel a sense of inclusion or even ownership when it comes to the solution, empowering them to embrace these technologies rather than perpetuating fear of the unknown.

KPMG complies with the auditor independence rules of the AICPA, SEC, PCAOB and DOL. As a result, some services described herein may not be available to our audit clients. KPMG audit clients should check with their respective lead audit partner for more information.