Piramal automates employee service delivery with Leena AI
Employees asked HR over email, calls and chats, and HR spent most of its day on repeat questions.
PiRo now resolves 95% of queries automatically, in employees' everyday language.
Piramal Group operates in more than 100 markets, across pharmaceuticals, real estate, financial services, life sciences and glass packaging, with 10,000+ employees from 21 nationalities. As an employee-focused company, it wanted better HR service delivery on a single platform.
Without an integrated platform, employees asked their questions through emails, calls and chats. The HR team spent a major share of its time answering the same requests to keep resolution times down.
- With no integrated platform, employees used email, calls and chats to reach HR.
- Managing queries by hand slowed resolution and hurt productivity, despite real effort from HR.
- PiRo answers round the clock in everyday language, and carried COVID protocols to employees in FY21.
- 95% of queries are now resolved automatically.
Too many ways to ask
Two problems compounded. Queries came in through multiple channels, and every one was handled by hand, so turnaround for employee requests stayed high.
HR put in huge effort to manage and monitor all of it, but the volume of repetitive requests meant the effort went to the wrong work.
Why a single platform
Subhojit Nayek, who led digital transformation at Piramal, wanted more than a query resolution system. The goal was to move every employee query onto one AI-enabled helpdesk that would act as a personal assistant for each employee.
Leena AI's platform, PiRo acts as a personal assistant for our employees by being available round the clock and instantly answering all their queries. It has helped us reduce the number of employee tickets significantly.
Subhojit NayekChief Manager – IT (Digital), Piramal Pharma SolutionsWhat Piramal built
PiRo, the virtual employee helpdesk, uses natural language processing and machine learning to talk with employees in their everyday language, on any device. Employees no longer wait for HR to reply.
What PiRo handles
- PoliciesHR policy answersAutomatic responses to questions about HR policies.
- LearningLearning calendarEach employee's annual learning calendar, on request.
- HolidaysHoliday calendarThe holiday calendar, whenever someone asks.
- BroadcastsInformation to everyoneRelevant updates to all employees, including COVID protocols in FY21.
What changed
HR business partners now receive far fewer queries, because most are resolved automatically. Analytics on platform usage show the volume and type of questions, help HR find policy gaps, and surface frequently asked questions that the knowledge base did not answer yet.
| Measure | Before | After |
|---|---|---|
| Where employees ask | Email, calls and chats | PiRo |
| Queries resolved automatically | — | 95% |
| Piramal Pharma (India) employees using it | — | 85% |
| Employee tickets | High volume | Fewer |
| Visibility for senior management | Limited | Better |
The best thing about PiRo is its ability to respond quickly and generate relevant auto-prompts. Our employees love the easy and intuitive interface. It also turned out to be an efficient way to broadcast relevant information for our employees pertaining to COVID protocols in FY 21.
Shivaditya BanerjeeHead HR – India, Piramal Pharma SolutionsWhat comes next
With fewer routine queries, HRBPs have time for strategic work, and the requests that do need a person are handled immediately.
Piramal's digital transformation leaders are now looking at attendance management, an employee directory, leave management and internal announcements.
About Piramal
Piramal Group, founded in 1984, is a global business conglomerate with a presence in more than 100 markets. It operates across pharmaceuticals, real estate, financial services, life sciences and glass packaging, with offices in 30+ countries and a diverse workforce of 10,000+ employees from 21 nationalities.
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The full Piramal case study, as a PDF.
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