How HCCB enhanced employee experience with Leena AI
Most processes were manual, issues closed slowly, and queries were settled over personal chats.
KO chat now answers them, files the rest and tracks every one, on a phone and without the VPN.
Hindustan Coca-Cola Beverages is Coca-Cola's in-house bottling arm in India, with 15 factories and more than 6,500 employees. Its workforce is spread out, and most processes were managed by hand, so escalating and closing any issue took far longer than it should have.
Most queries were resolved over personal communication channels, which meant leadership had no clear view of what employees were asking or how it was handled.
- Queries were resolved over personal chats, so leaders had no view of what was asked or how long it took.
- Putting the assistant in a mobile app removed the need to connect to the VPN.
- Over 90% of employees adopted KO chat soon after launch, and ticket volumes fell sharply.
- Analytics now show agent performance and the time taken to resolve each type of query.
Where the process was breaking
Three problems showed up together: manual processes, no transparency, and several channels for resolving the same kinds of query.
HCCB's leaders knew that to make processes transparent and quick, they had to automate every employee workflow they could. They needed a partner to make that happen.
Why it had to start on the phone
Before Leena AI, mobility was a major issue. Reaching internal tools meant connecting to the VPN, which most frontline employees could not do easily.
A mobile app that held all the information employees needed — on their own devices, without the VPN — was the only way to reach the whole workforce.
The deployment was smooth and the collaborations were great. The big success story for us was the HealthPulse bot, which gave a quick up to date overview of the organization's health and safety status.
Ejas MudarNational Manager – Digital, HCCBWhat HCCB built
HCCB named its assistant KO chat. It integrates with the existing internal systems and third-party platforms, fetches information from them, and became the central repository for data that used to be scattered.
What KO chat handles
- AnswersQueries and updatesAutomatic resolution of HR queries and quick access to HCCB updates.
- RequestsLeave and ticketsLeave management and raising HR and IT tickets from a phone.
- PeopleEmployee directoryFind a colleague's details in two or three clicks.
- OnboardingSelf-inductionPre- and post-onboarding answers for new joiners, plus COVID self-declaration.
Routine HR operations such as COVID declarations, onboarding and faster closure of everyday tasks were automated with minimal human intervention.
What changed
KO chat passed 90% adoption soon after launch, and the number of employee tickets dropped drastically because most queries were resolved automatically. Employees stopped waiting for answers or switching between platforms.
Senior management now sees how agents are performing and how long each type of query takes to resolve, so turnaround time can be managed instead of guessed.
| Measure | Before | After |
|---|---|---|
| Where queries go | Personal communication channels | One platform, mobile app |
| Access from the field | Needed the VPN | Phone, no VPN |
| Leadership visibility | None | Analytics by agent and query type |
| Employee tickets | High volume | Reduced drastically |
| Adoption | — | 90%+ |
Leena AI provides instant responses to the associates for all their pre-onboarding and post-onboarding queries. It has enhanced the experience for new joinees and helped them in self-induction.
Next: smarter tickets and WhatsApp
With adoption high and the impact clear, HCCB's leaders are planning further modules on the platform.
We are looking into the employee ticketing solution, especially the smart comments. WhatsApp integration is another much-requested feature.
Ejas MudarNational Manager – Digital, HCCB
About Hindustan Coca-Cola Beverages
Hindustan Coca-Cola Beverages Pvt. Ltd (HCCB) is the in-house bottling arm of Coca-Cola in India, responsible for manufacturing, quality control, pricing, distribution, retailing and market execution. It operates 15 factories across India with a workforce of more than 6,500 employees.
Take this with you
The full Hindustan Coca-Cola Beverages case study, as a PDF.
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