PEERIOSITY LLC
PALM BEACH GARDENS, FLORIDA

Who We Are Created in 2009 by the original designers of both the Shared Services Roundtable and Hackett Advisory Services, Peeriosity provides members with direct access to Shared Services best practices, experienced practitioners, benchmarking, and expert advisors using an innovative patent-pending design. Monthly CPE accredited feature company Peercasts in the Accounts Payable, Accounts Receivable, Corporate Card, General Accounting, HR Shared Services, ntelligent Automation, and Shared Services Leadership research areas. Our mission is to provide Shared Service practitioners with a trustworthy and reliable resource to access and leverage the knowledge and experience of their peers. Peeriosity interactions are between peers at Shared Services operations around the world, completely free of external influence or bias. Consultants, vendors, and developers are prohibited from membership. Company Experience A recent Peeriosity Peercast looked at the efforts of one of its member companies in utilizing Chatbot technology as an entry point to their HR Shared Services (HRSS) contact center. Our feature company, a global consumer products company headquartered in Europe with over 50,000 employees and more than $25 billion USD in revenue, shared their experiences in automating their HRSS contact center operation. Looking first at the history and structure of the company’s HRSS operation, in 2010-13 HRSS was established, with the main global process and support centers being located in South East Asia (captive) and India (outsourced). These two global centers only provide support in English, with several regional centers providing local language support in each of the major geographic regions. The company offers a wide variety of Hire-to-Retire processes in their HR Shared Services operation and this is part of a larger Integrated Business Services organization that includes Finance, HR, and IT. The company initially launched the first phase of chat functionality for their HRSS operation in late 2017 using Office 365, SharePoint, and Skype for their initial chat functionality. A Chatbot was launched with limited capabilities in some countries, including welcome messages and follow-up messages while employees are waiting in the chat queue. Also, when the HRSS center is closed, the Chatbot handles the messaging related to hours of operation, etc. Phase 2 of the implementation of the Chabot functionality will go live in the middle of 2018, with the launch of enhanced bot capabilities. The plans are to make it the front-end of the chat functionality for handling employee inquiries and providing content-related responses. The expectation is to provide a limited scope of knowledge at first for the Chatbot and then to enhance it gradually. The Chatbot will be able to identify frequencies of specific employee inquiry topics and the HRSS team can then add intelligence to the bot to address those questions. It is expected that the core chat technology will still be based on Microsoft solutions. Further details, including the technical configuration for Chatbot 2.0 and specific learnings from this project, is available exclusively for Peeriosity members in the member’s area of the Peeriosity website. As part of the research related to the application of automation in the HR contact center environment, a poll was developed using Peeriosity’s iPolling technology. The first poll question looked at the overall structure of the employee contact center, with the results being fairly evenly distributed among several of the response options. The global contact center design is being utilized by 20% of the companies, with another 32% using multiple regional centers, such as those located in the Americas, EMEA, etc. An additional 16% have centers supporting multiple countries, but not entire regions and 12% structure their employee call centers based on supporting specific business units rather than geographical regions. Finally, 16% of the companies do not have an employee contact center in place at this time. Some of the comments made by Peeriosity members related to this poll include the following: Consumer Products & Services Member: We leverage regional help desk centers (primarily for IT) that can be utilized for other service areas like HR. Limited automation used in our current IT help desk process. The application of intelligent automation in the HR Shared Services environment is a great opportunity for many companies to streamline their operations. The use of this leading-edge technology in the Employee Contact Center arena is particularly attractive, with the prospect of significant productivity and quality improvements appearing to be very likely. What is the status at your company related to HRSS contact center technology and the application of Intelligent Automation? Is it time to take a serious look at this rapidly-advancing technology? ” are private, professionally facilitated webcasts that feature leading member company experiences on specific topics as a catalyst for broader discussion. Access is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from attending or accessing discussion content. Members can see who is registered to attend in advance, with discussion recordings, supporting polls, and presentation materials online and available whenever convenient for the member. Using Peeriosity’s integrated email system, Peer Mail ” is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from participating or accessing content. Members have full visibility to all respondents and their comments. Using Peeriosity’s integrated email system, Peer Mail