Project 3

Empowering Employees with AI-driven Solutions

How might we create a seamless, AI-driven support system that empowers Nestlé employees to resolve IT issues independently, while aligning IT and HR services to enhance efficiency and user satisfaction?

2024 - Present

Duration

45%

of Enhanced Efficiency

1.41

Days Saved

+ 1500

Interactions with Niva Chatbot

The Challenge

Nestlé employees frequently faced IT challenges that were simple to resolve but hard to navigate due to unclear processes and limited access to relevant resources. This led to unnecessary IT tickets, delayed resolutions, and a strain on IT resources.

Business Objective

The project aimed to create an AI chatbot that empowers employees to resolve common IT issues independently while aligning IT and HR services to create a seamless support ecosystem. The chatbot would reduce ticket volumes, improve efficiency, and enable IT teams to focus on strategic initiatives.

Our Approach

Systems thinking was applied to map the overlapping processes and interactions between IT and HR services, providing a holistic understanding of user flows and entry points. Stakeholder workshops brought together insights from IT professionals and end-users to identify pain points and prioritize solutions. Two rounds of usability testing refined the chatbot's design, resulting in features like omnichannel integration within Microsoft Teams, a unified knowledge base, and a simplified user interface optimized for scalability.

Project Impact

The chatbot reduced approval processing times by 45%, saving 1.41 days per request and significantly lowering ticket volumes. With over 1,500 global interactions, it improved employee engagement and satisfaction while enhancing IT efficiency. Future enhancements include expanding multi-language support and integrating advanced analytics to personalize user experiences further.