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Banque Internationale à Luxembourg
Transforming HR with conversational agent
Customer
Founded in 1856, BIL is the oldest multi-business bank in Luxembourg. Since its foundation, the bank has always played an active role in financing Luxembourg’s economy
Challenge
BIL’s HR department handles 14,000 requests each year just for time management and many of those are asking the same or similar questions. It wanted to automate the vast majority of requests and reduce the burden on the HR team.
Solution
RPA platform and NLP-enabled virtual agent
Outcomes
- Virtual agent can process 80% of common HR requests, freeing up valuable resources
- It can respond to 34 individual topics
- Employees get instant responses to inquiries
- Communication level is the same for each employee of the company