KKCompany HR AI Chatbot Case Study

About

KKCompany Technologies, Asia’s leading AI multimedia technology group, is a pioneer in the field of software services, dedicated to creating values for customers with core businesses of streaming technologies, digital cloud, and AI applications. Since its establishment two decades ago, KKCompany has expanded its portfolio, including flagship brands such as KKBOX and BlendVision. KKCompany now has over 500 employees across offices in Japan, Singapore, Taiwan, and Hong Kong.

Challenge & Solution

Challenge

The HR department was spending a substantial amount of time responding to repetitive questions from employees every day. The existing system was able to assign each question to the appropriate HR personnel, but the responses required manual effort from the team. This led to an overload of inquiries, especially during peak times or events like when new hires joined, causing inefficiencies and frustration for both the HR team and employees.

Solution

Chatbot Implementation to Support HR Department

To address the challenges faced by the HR department, Going Cloud implemented an AI chatbot to reduce the workload on HR personnel. The procedures involved consolidating and organizing data from various sources, including unstructured data such as PDFs, CSVs, XLSX files, and HTML websites. Large language models and other techniques were then applied, followed by training the chatbot to provide highly accurate responses. Apart from operating as a standalone website, Going Cloud integrated the HR ASK chatbot with Slack to enhance user convenience.

Feature

Frontend

Users ask questions in natural language.
HR AI Chatbot (HR ASK) provides answers with reference.
Thumbs up/down feedback mechanism to maintain the quality of responses.
When the chatbot cannot answer a question (or the user is not satisfied with the response), the chatbot will transfer the query to a human HR representative for assistance.
Users can ask follow-up questions on related issues.

‍Backend

HR personnel can freely add, delete, or modify documents that serve as the data resources when rules change.
Visualized charts to help HR personnel gain insights into the types, timings, and frequencies of questions.
HR can set a maximum usage limit within a specified time frame to monitor costs and ensure smooth system operation

Solution Architecture

Result

The HR AI chatbot implementation significantly reduced the time HR staff spent on repetitive questions while ensuring timely and accurate responses. This improvement boosted overall efficiency in handling employee inquiries and enhanced the employee experience.