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    • What we achieved

    • Enhanced

      end user experience

    • 24*7

      availability

    • Efficient

      information retrieval cycle

    To who

    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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