Chatbot Case Study
How the HR chatbot "Robert" supports more than 18,000 KAGes employees with their concerns.
"What I really appreciate about working with BOTfriends is that when you bring in ideas, you're not immediately told 'that's not possible' or 'that's not our area.' For us, they didn't serve up a standard concept, but rather put together the ideal package based on our goals and ideas."
Ing. Franz Kokoth, MSc
Team Leader Personnel Systems and Accounting and Head of SAP-CCoE,
Steiermärkische Krankenanstalten GmbH (KAGes)
Branch
Medicine
Company size
18.000+ employees:inside
Region
Switzerland
Product
HR Chatbot
These customers already trust us. When are you in?
97,5 %
Response detection achieved through targeted data analysis of conversations
>50 %
rate their experience with AI Chatbot Robert as "good
Most frequent questions
HR Topics
Instructions (IT)
Reset password
Steiermärkische Krankenanstaltengesellschaft m.b.H. (KAGes) is one of the largest hospital companies in Europe. It is not profit-oriented, is a non-profit organization and serves the common good. Its core business is the construction and operation of hospitals in the province of Styria and their management. KAGes is wholly owned by the Province of Styria and, as the largest Styrian employer, major investor and purchaser, is a constant driving force for the local economy.
In 10 regional hospitals at 20 locations and four regional care centers, 18,172 qualified employees provide health care and long-term care for approximately 208,820 inpatients and approximately 1,309,747 outpatients in Styria.
Challenge
"What helps our employee:s?"
The expansion of the service offering of different requests from IT, HR/Accounting and more. Requests come in via email or through the service desk and as a result, the employee(s) must:use in different channels.
Employees receive answers no later than the next working day (Monday to Friday). In the future, 90% of employee inquiries will be answered by the bot. This provides KAGes employees with a 24/7 service - always in compliance with the GDPR.
"What do our employees:need?"
The development of future services for greater employee comfort is the focus of service orientation at KAGes.
Solution
Robert' was based on the problem-solving environment defined in advance, which is also constantly being expanded and used to "train" the chatbot. The data basis for the bot was formed by the Frequently Asked Questions (FAQ) and the input from the HR and IT departments.
Allrounder 'Robert' guides employees to self-service options. These offer help and tips on the HR and IT processes used in the company. These include, for example, instructions and forms for resetting the password or downloading the application for partial retirement.
With the connection to the HR database, remaining vacation days, salary statements and responsible HR contact persons can be queried quickly and easily via 'Robert'.
Unlike corporate wikis, which are often oversized and written in techie language, chatbot 'Robert' uses clear and empathetic language in its instructions and help.
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