In a nutshell
Connecting to a field employee in a remote location, where their work involves them being away from their laptops – be it a plantation or a factory or sales job is always a challenge. In a few cases, employees did not have email IDs or access to official laptops, and there were no metrics available to measure response time and quality of responses. For our client, a leading food and agri business company, a simplified process was the need of the hour to ensure that the basic routine query handling tasks were taken care of. Manual tracking of emails with employee queries led to a delay in response, and repetitive queries had to be automated, whereby easing the load on HR business partners who could now focus more on strategic priorities.
MINDSPRINT helped the client, zone in on a conversational AI employee assistant with an integrated case management software to address these challenges. The MINDSPRINT team developed a case management process with an integrated human agent helpdesk. The digital assistant was available to employees via multiple deployment channels such as WhatsApp, desktop app, mobile app, slack and MS teams in their local languages (English, Vietnamese and Bahasa).
The introduction of the WhatsApp deployment channel was a game changer as it reached out to a remote workforce, who are always dispersed and placed in difficult geographies such as Indonesia. Factory workers and field workers are the employees who are primarily being targeted, who don’t necessarily need to install an app or need a desktop to request for their pay slips or for taking leaves. MINDSPRINT took charge of the project management, change management and implementation of this solution across regions.
The impact
75% of employee queries were answered and addressed by the chat bot within the first three months
Overall, effectiveness increased to over 80% within the first 6 months of deployment
Full-time employee productivity was achieved by HR operations representatives.
This was acheived by the self-service automation of service requests like employment letters, bona-fide certificates etc. in real-time
Getting into the details
About the client
Jiva is on a mission to improve the livelihoods of 500 million smallholder farmers across the world through thoughtful digitization. Through our mobile applications and partner network, we work directly with farmers to deliver four critical services: micro-financing, agri-ecommerce, harvest purchase, and personalized agronomy advisory. Since our launch in Indonesia and India in 2020, we have added billions back into local economies, provided advisory to over 10 million farmers, and purchased over 500K tons of harvest. We are a passionate, purpose-driven team looking for talented people to help us drive our next phase of growth. Jiva is backed by Olam International, one of the world’s largest agri-commodity and food companies with unparalleled presence in rural communities and relationships with millions of smallholder farmers. Jiva is headquartered in Singapore, with offices in Indonesia and India.
Let’s create an impact together
