A Finnish Industrial Machinery Company Enhanced User Experience with HCL DRYiCE Lucy
What we achieved
-
Enhanced
end user experience
-
24*7
availability
-
Efficient
information retrieval cycle
To who
-
Industry Industrial Machinery
-
Products: HCL DRYiCE Lucy
-
Region Global
Overview
-
Part 1
Challenge
The company wanted to drive its business to greater efficiency, but a few hurdles existed in its operational and delivery setup.
-
Part 2
Solution
HCLSoftware implemented HCL DRYiCE Lucy to alleviate these challenges and prioritize the most crucial business needs in managing data repositories and interacting with customers.
-
Part 3
Results
Transformation from a search-based to a conversation-driven experience.
The Challenge
The company wanted to drive its business to greater efficiency, but a few hurdles existed in its operational and delivery setup. These complications were present in the infrastructure landscape and user experience, among other areas:
- A complex data landscape with multiple data repositories leading to long, manual data retrieval lifecycle
- Sluggish end user experience leading to decreased business efficiency
- Delayed business decisions due to information lag
The Solution
HCLSoftware implemented HCL DRYiCE Lucy to alleviate these challenges and prioritize the most crucial business needs in managing data repositories and interacting with customers.
For instance, in a scenario where Lucy could not find a relevant answer in any of the data repositories, it fetched that information from external sources and presented it to the user immediately. The solution also implemented intelligent incident response capabilities by understanding when the conversation must be passed to a human expert and when an incident had to be created on the user's behalf. In the latter case, Lucy matures into taking action on the user's behalf, driven by RPA integration.
Lucy helped the company in the following ways:
- Eliminated manual routing between and within data repositories by acting as a single point of contact
- Leveraged its NLP capabilities to converse with end users and retrieve information effectively
- Ingested and analyzed 83,000 documents across multiple repositories for multiple business domains
The Results
With the solution in place, the client was able to achieve the following:
- Enhanced end user experience
- 24*7 availability
- An efficient information retrieval cycle
- Transformation from a search-based to a conversation-driven experience
About the company
The client is a leading industrial company based in Finland with over 63,000+ employees generating over 12.7 billion in annual revenue. It specializes in industrial machinery and provides equipment and services for the ecological handling of natural resources in the mining, recycling and aggregate industries. The company a presence in over 50 countries.
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