TRIL delivers 99% employee self-service levels with AI
Employees needed an HR business partner to find a policy, raise a request or download a payslip.
Genie now answers, acts and tracks tickets, so HRBPs are no longer the lookup service.
Tata Realty and Infrastructure Limited (TRIL) treats employee delight as mission-critical. But getting even simple HR help depended on someone else: employees asked HR business partners to look things up, because they knew where the right document was.
That dependency delayed employees, and it buried HRBPs in routine work.
- Every policy lookup, leave request and payslip went through an HRBP.
- There was no tool to raise and record requests, so employees explained them by email or phone.
- Genie runs inside MS Teams and updates personal information in Oracle Fusion HCM.
- 99.6% of requests are now self-served, and every ticket is resolved.
Where HRBPs became the bottleneck
Employee productivity suffered in two ways. Knowledge was only reachable through HRBPs. And when employees needed more than knowledge, they had to contact an HRBP and explain their requirement manually — there was no process or tool to raise and record it.
HRBPs were stretched too. Leave requests and payslips needed them to toggle between legacy tools. They entered requests manually, tracked progress and chased follow-ups themselves.
Tata Realty and Infrastructure Limited's focus on employee delight is mission-critical to the company's success. We deliver delightful experiences by using Leena AI to enhance service outcomes, reduce raised tickets, and boost eSAT scores.
Why it had to be one interface
TRIL saw a focused employee experience strategy as the way to tackle all of this. It needed a technology platform that became one interface for employees — able to assess any query and decide the right way to resolve it.
The question HR leaders asked was simple: would AI supplement their team and accelerate the outcomes they expected?
What TRIL built
Leena AI deployed Genie, an AI agent with the capabilities of an integrated HR service management solution, inside MS Teams.
Genie, three ways — and the view behind it
- KnowledgeAnswers with the sourceAccurate answers from HR policies, follow-up suggestions, and a link to the source document.
- ActionsHR actions in chatApply leave, download payslips, Form 16, mediclaim help and update personal details in Oracle Fusion HCM.
- Help deskTickets of any complexityRaise, track, close, reopen and rate tickets, with an escalation matrix and SLAs.
- InsightTrends and performanceReal-time ticket trends and agent-wise performance for HR.
What changed
Over the 24 months to September 2024, employees moved almost entirely to self-service. Every ticket raised was resolved.
| Measure | Result |
|---|---|
| Self-service ratio | 99.6% |
| Ticket resolution rate | 100% |
| Current assistant adoption | 82% |
| Messages sent by Genie | 11,500+ |
Expenses and travel next
The work continues beyond HR. Through an ERP integration, Genie will help employees submit and track expense reimbursements, while administrators manage allocations and approvals.
Travel requests will follow the same pattern: submitted and tracked by employees, reviewed and approved by administrators, in the same conversation.
About Tata Realty and Infrastructure
Established in 2007 and part of the TATA Group, Tata Realty and Infrastructure Limited (TRIL) is a leader in sustainable real estate. Unified with Tata Housing in 2018, it delivers projects such as the pan-India Intellion Parks, combining quality, sustainability, safety and community impact, and championing environmental responsibility and ethical practices across real estate.
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The full Tata Realty and Infrastructure case study, as a PDF.
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