Manipal Global, Asia’s leading educational institute; instantly resolves 50% of its inbound HR requests, using ServiceNext’s HR Smartbots

    Manipal Global, Asia’s leading educational institute; instantly resolves 50% of its inbound HR requests, using ServiceNext’s HR Smartbots

    About Manipal

    Manipal global Education Services, is one of the reputed educational institutions in Asia. It is credited with making learners future ready through its always updated curriculum.

    Manipal Global, Asia’s leading educational institute; instantly resolves 50% of its inbound HR requests, using ServiceNext’s HR Smartbots

    The Challenges

    With an ever-increasing number of employees, Manipal global education, faced a challenge in administering their HR functions effectively. Aiming to find a fix to the problem, Manipal Global turned to Oracle. The Servicenext team at Sunera took stock of the situation and designed an AI-powered Smart bot, which easily automates a bulk of HR functions.

    • Instant Query Resolutions
    • Reduced Operational Bottlenecks
    • Improved Employee Performance
    • Simplified leave management
    • Reducing the magnitude of incoming enquiries
    • Improved SLA Adherence

    The Solution

    The HR smart bot solution envisioned, was made live on the institute’s messenger, Microsoft Teams. Integrated with Manipal’s HR management system (which is built on the Oracle Cloud), the Bot seamlessly helps employees with queries on HR policies, leave planning, conference room management, employee performance management and employee finance management.

    • Turn-key solution – 8 Week Packaged Implementation Build, Implement, Train, Test and Maintain
    • Pay-per-use pricing model
    • Expert Bot design and training services which assure business outcomes/RoI
    • Future proofed AI solution built on Oracle OMEC, Twilio and others

    The Result

    Below are some of the impressive Bot performance results:

    • 53% reduction in time spent addressing HR requests
    • 60% increase in HR process efficiency
    • Self-service Rate increased to 37.4%
    • Support efficiency improved by 45.23%
    • Concurrent calls were drastically improved from 40 to 1800.
    • Average Hold Time reduced from 10 mins to 3.5 mins, hence improving the call rating from 3.9 to 4.5

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