MAKING HLB'S HUMAN RESOURCES "DIGITAL TO THE CORE"

HR HELPDESK | FINANCIAL SERVICES CHAT | RESPONSIVE WEB, APP & EMAIL | ON-PREMISE

THE CHALLENGE

Leading regional ASEAN bank, Hong Leong Bank (HLB), has been growing substantially over the years, with more than 8,500 employees Malaysia-wide. Much like scaling customer support, HLB had to build a large Helpdesk Team that requires a substantial investment of time and resources by the Human Resource Department (HR) who handle over 23,500 (often repetitive) email & phone enquiries.

Aligned with HLB's "Digital to the Core" mission, they sought a digital platform that could optimise this part of their business and cater to an increasingly digital workforce.

THE ANALYSIS

Hyperlab's client servicing team used design thinking and workshop sessions with HLB's internal stakeholders to understand the help desk's business requirements and the challenges they faced. Through deep learning and analysis, our team was able to distill all incoming queries into a set of actionable tasks, that the Hyperlab development team could automate and program into a chatbot to perform.

THE FINDINGS

The essence of HLB's challenge was in getting employees to bond and adopt the chatbot, with the intention to fully to rely on it for their HR help desk needs. Through rigorous user testing of various bot avatar designs and personas, Hyperlab developed a personal HR assistant that would fulfil all of HLB's 8,500+ employees HR needs.

THE SOLUTION

Leveraging Hyperlab’s Bot Studio, HLB hired HALI as an Intelligent HR Assistant to deliver Helpdesk support and improve departmental productivity. Integrated into HLB’s Human Resource Management System and trained to understand over 10,000 enquiries, HALI is able to give personal responses to policy, benefit and other related HR questions, as well as automate core processes, like the creation of employment letters and internal loan applications.

HALI was also trained on multiple banking products to support Branch Operations.

THE RESULTS:

HALI has established itself as a core member of HLB's HR Department. In 2018, HALI assisted almost half of HLB's workforce, who exchanged over 60,000 messages.

As a result, HALI has measurably impacted HLB's HR productivity. By automating core services, HLB saves about 320 hours of monthly manual support. This enabled the Helpdesk team to close, while former team members upskilled and now perform higher value work in other departments.

HALI has also won multiple awards for its innovative use of HR Technology and is being tasked to support additional roles in the Banks HR department. Today, HALI responds to over 100,000 queries every year and automates over 600 emails.

*HALI was featured in Hong Leong Banks 2018 Sustainability Report, outlining key initiatives, which return value to shareholders. Read the full report here

CLIENT TESTIMONIALS

"A day in the life of HALI is certainly filled with many complex processes being simplified, thanks to the amazing chatbot's artificial intelligence (AI) capabilities. This includes speedy and timely response to our users."

Read full news report here

Fiona Fong

Head of Human Resources
Hong Leong Bank

"HALI has allowed us to automate time-consuming and routine tasks. This allows our staff to focus on greater productivity and efficiency towards improving the overall customer experience. Innovative digital initiatives such as this will help us create a more engaging and rewarding employee experience."

Read full news report here

Domenic Fuda

Group Managing Director & CEO
Hong Leong Bank