Leena AI empowers KEC to deliver

round the clock HR support with Electra

“ As a truly global organization, KEC International has strived to be at the

forefront of ‘agility’ especially by leveraging digitalization across its value
chain. This has helped us in our constant endeavour of unlocking the
potential while offering bespoke experiences to our multiple stakeholders.
Electra – our very own chatbot has been one such medium through which
we have pushed the borders by offering seamless, real-time service to our
employees, resulting in enriching their HR service experience. ”

Somraj Samin Roy

CHRO - KEC International

80% 140+ hrs 90%

reduction in turnaround Saved annually of employee queries
time for answering per HRBP resolved automatically
employee queries

© Leena AI Inc.
 Overview
A forward-thinking, digitally agile organization where people are their greatest
assets, KEC has taken great strides in deploying smart digital propositions to
enhance employee experience. The company believes in providing a superlative
experience to all the new and existing employees, right from digital onboarding
to enhancing their daily routine through new-age interventions.

In 2018, during one of their Action Planning Workshops, a clear need was felt for
faster and smarter access to information on people and processes. With an
increase in hiring activity and a rise in the ratio of millennials in the organization,
KEC opted for a smart, user-friendly, and tech-savvy solution, customized HR
virtual assistant - Electra. This step towards an excellent HR service delivery
made KEC one of the early movers in the adoption of conversational AI across
the EPC industry.

About KEC
An infrastructure Engineering, Procurement, and
Construction (EPC) major with a footprint in 100+ A flagship
countries, KEC International has been one of the company
frontrunners in adopting cutting-edge technology of the
RPG Group
solutions, be it for business operations or business
enabling functions such as Finance and HR.

Website Industry Employee count

kecrpg.com EPC 9000+

The need for HR automation at KEC

With more than 9,000 employees working in different verticals across the globe,
there was an immediate need to streamline and automate the resolution of
routine employee queries. For clarifications regarding leaves, company policies,
payroll, and tax deductions, employees had to, time and again, get in touch with
the HR Business Partners (HRBPs) to clear their doubts.

© Leena AI Inc.
 Moreover, KEC had multiple information
systems and portals to obtain the Challenges
aforementioned details. This increased the
amount of time spent by employees in Multiple platforms to obtain
searching for relevant information. HR-related information

Earlier, the responses were stored in the Geographical spread

backend after the survey was completed,

Different working time zones
analyzed manually to evaluate employee
engagement, and then a report was
Higher-resolution time
created. This process was susceptible to
human error and was time-consuming.
Significantly, the delayed analysis made it
impossible to take action at the right time.

Put together, both these factors meant that the time taken to resolve employee
queries was high and an effective query-resolution framework was the need of
the hour.

KEC International teamed up with Leena AI to create Electra – a conversational

AI platform to resolve their challenges. Electra helped the employees get
acquainted with the HR policies and processes, and answered a host of queries
at the click of a button.

Transforming employee experience with AI

Before automating employee processes using AI, the first step was to understand
the employees and the existing framework. KEC’s HR team and Leena AI made a
significant effort in understanding and recording different ways in which
employees previously obtained information about the company, HR policies, and
processes.

Thereafter, KEC chose Leena AI to deploy Electra, the conversational AI platform

equipped with Natural Language Processing (NLP). It completely automated the
frequently asked employee queries. For queries that were complex or needed
HRBP’s intervention, Electra gave the employee an option to raise tickets that were
assigned automatically to the right SME or department.

© Leena AI Inc.
 Leena AI integrated Electra with KEC International’s HRIS – RPG TalentOne
(SuccessFactors) to begin with and subsequently integrated the Learning
Management, Leave application and approval process, Payroll (Payslip & Form 16),
Recognition Badges, etc. onto a single platform. KEC also integrated Electra with its
official Twitter handle and other relevant news websites, which helped employees
remain updated with the latest company information and news.

After automation of employee processes, KEC went ahead and added many other
functionalities on Electra for boosting its employee service even further. It has now
become a single platform for resolving any kind of employee requests and issues.

Some of the major solutions

that are now automated
at KEC are:

Payroll

Internal job posting

Coronavirus awareness & advisories

Learning Management

Instant employee recognition

e-NPS

Holiday calendar for both corporate

offices and factory & project sites

Employee Directory
Put Leena AI to work for you

© Leena AI Inc.
 Results worth sharing
Results
Electra enriched the employee experience
and provided a faster and reliable mode of
Increase in the participation
communication for day-to-day HR queries.
rate to 91%
It was available 24x7 for all the employees. In
no time, KEC started seeing positive results Real-time access to the
with the AI-powered employee helpdesk. employee feedback

Accurate analysis and

Right after launching Electra, the turnaround deeper insights
time for answering employee queries was
reduced by 80%. Nearly 90% of employee Ease of connectivity with
queries and issues were being resolved on the end-users

the conversational platform. This helped the

company save 5,000+ HR hours in just one
quarter!

With over 50% of the company’s employees falling in the category of millennials,
Electra proved to be a one-stop solution for quick resolution of issues and provided
faster access to policies, leaves, payroll, etc. Moreover, it now also supports
Learning-On-The-Go for its employees.

Electra made the employees feel more connected to the company by keeping
them updated with the latest company announcements, news, and other
information.

Today, most of the queries related to payroll and leaves are automatically resolved
by Electra. Besides saving time and effort, Electra has also made the ticketing
process more transparent for the employees.

“ Electra is to KEC what Siri or Google Assistant is to smartphone users. Electra has
enhanced the employee experience multifold, be it by responding to employee queries,
resolving tickets, or managing requests on the go. It has automated a large chunk of
employee queries, making human resource teams less burdened.”

Ankur Hooda,
HRBP South Asia SBU, KEC International Ltd.

© Leena AI Inc.
 Platform analytics for better employee
engagement
Besides transforming the HR service delivery, Leena AI platform analytics helped HR
leaders at KEC make data-driven decisions for enhancing employee engagement.
The analytics gave a clear picture of the type and volume of queries the
employees were asking.

Using analytics, the HR leaders were able to assess the employee sentiment
attached to a particular query. For example, if someone was continuously looking
for queries related to employee exit, the HR person would understand that the
employee might be disengaged or considering a switch. In such cases, the HR
executives would get in touch with the employees and give them the desired
support right away.

The platform analytics also informed the HR team about the volume and intent of
employee queries. So, if a large number of employees were asking queries that
were never asked previously, the HR team would proactively address the new
challenges and policy gaps.

Through the implementation of Electra, Leena AI transformed the way employee

queries and requests were managed at KEC. Given the high adoption and
efficiency in transforming employee experience, KEC is now considering
automating the employee onboarding process using conversational AI.

Analytics helped in:

Proactively resolving new Assessing employee Immediately addressing

employee challenges sentiment policy gaps

© Leena AI Inc.
“ We wanted Electra to be the one-stop solution for HR queries
and now we are extending it to business. Overall, we are able
to save half-day per month per HRBP. Furthermore, we are
planning to explore and implement the onboarding and
induction module as well. “

Minal Pawar
Manager - HR, Service Delivery & Digitization, KEC International Ltd.

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