Jaguar Land Rover's internal HR Virtual Assistant is powered by LivePerson
I came across this stimulating case study from HR Grapevine. It's an interview with Jaguar Land Rover's ("JLR") Chief People Officer, Dave Williams.
Dave discusses the process of implementing Conversational AI into the company's HR operations to answer the 2,000+ weekly queries coming from 35,000 employees.
The average response rate was around 5 days before they introduced the bot. I'm sure many of us know exactly what this is like. I remember this. In fact, a five-day response time from HR is about right, in my experience!
But it can be better. Much better.
JLR partnered with LivePerson to implement their internal Virtual Assistant ("VA") and the results have been very positive. Initially, the VA could handle 6 different topics. This has now scaled to 51 topics, with more in the pipeline!
The JLR team reckon their VA has saved them over 900 human hours per year. While I reckon that's certainly an accurate figure based on what I've seen with other internal HR VAs, I think the ROI is potentially way, way higher, when you factor in the convenience, satisfaction and immediacy experienced by the workforce as well.
There's a lot more detail in the HR Grapevine article so I would encourage you to visit the article to read more (subscription required).
Nice work, JLR.
Nice work, LivePerson!
If you're looking for an EMEA contact at LivePerson, you might consider to start with Asaf Ben Israel, Senior Director & Head of Enterprise Sales EMEA for LivePerson:
Or Agnieszka May-Sadowska, Senior Vice President & General Manager EMEA at LivePerson:
