Healthcare HR Chatbot

Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to create a best-in-class internal chatbot that would serve its staff. We helped them to re-imagine and transform the HR department’s ways of communicating with over 100,000 employees. 

The challenge was set out in clear terms by the client: to offer an efficient and time-saving single point of contact for all employees on HR-related topics, without compromising on user experience.

CDI was on boarded on the project after the client had already run a successful POC. With a plethora of great data available from this, CDI was able to map out a number of very clear improvements that could be implemented immediately. 

To lay the foundation for the company’s journey towards its stated success criteria, CDI used the POC findings to conduct stakeholder and team member interviews, as well as perform an expert review on its performance. The conclusions were collected in a strategic report for stakeholders and sponsors, so we could create a clear path forward going from a POC to an MVP and beyond.

CDI identified three important areas where the client could further develop the POC into a successful assistant: creating a clear tone of voice and personality, training the NLU model, and keeping the user as the main focus point. Our certified Conversation Designers, AI Trainers, and UX Designers were attached to this project to ensure that all three points were addressed and achieved with great expertise. 

In addition to the three points above, a significant part of the project involved extensive training and coaching of their internal team of experts, to help the client to become custodians of their own chatbot. Upskilling the client to the highest conversation design standards is a key tenet of CDI’s philosophy. As such, we are proud to witness the further evolution of the chatbot, as the internal team have taken full ownership of it.

The redesigned chatbot was relaunched with 200+ intents and we have remained on-hand to offer further coaching and expert knowledge, as the company continues to grow its internal HR assistant.