Visma Enterprise implements an HR and Payroll chatbot that handles 37% of inbounds.
Visma Enterprise Denmark has implemented BotXO’s AI chatbot solution to help HR and payroll during peak times. The chatbot helps customers using their HR and payroll system, as well as Visma’s employees, to speed up their service time and to provide 24/7 support for their users.
Leading the HR and Payroll Sector with Cunning Business Solutions
Visma has been providing a variety of businesses with reliable HR solutions for more than 20 years. The company opened its first office in Oslo in 1996. Visma later made its way as a leading company in the field, providing an extensive list of HR and payroll services to companies all over the world.
As the world of payroll systems is complex and requires ad-hoc integrations, it’s no wonder Jesper Langberg Thomsen, Customer Care Manager at Visma Entreprise Denmark, started looking for a conversational AI solution to ease Visma’s huge workload by the means of even further digitalization.
Finding the Right Platform to Build an HR and Payroll Chatbot
Visma has a strong, dedicated customer support team, who provides their users with daily support during regular business hours. However, when there is a large amount of tickets coming in throughout the entire day, the team gets overloaded with work and therefore, waiting time gets longer.
To solve this issue, Visma needed to innovate and become a first mover within the HR SaaS industry. They chose to implement a conversational AI solution that could speed up their support process and improve their efficiency.
They were facing a difficult choice when it came to picking the right product for the job due to the type of platform they desired. Visma wanted a product that has a fast ideation-to-launch time, something they could customize with their preexisting team without the need for extra IT assistance.
However, they also needed the type of advanced technology that would be able to effortlessly answer complex questions, regardless of grammatical mistakes, and understand context.
They needed a bot that could provide 24/7 smart support, 365 days a year, while keeping up and possibly improving their customers’ and employee’s experience.
When Jesper came across BotXO’s AI chatbot solution, it proved out to be just what they were looking for. An easy to use platform with multi-channel integration possibilities that can tackle even the most complicated questions.
Right, so how does one build smart conversational AI for customer support? How does one, specifically, build a chatbot for HR and Payroll?
Building an HR and Payroll Chatbot on BotXO
Visma started building the bot at the beginning of October 2019. They initially put 2 of their employees on the task expecting a somewhat of a lengthy building process.
Visma’s CTO wasn’t confident that Customer Support could deliver a working AI chatbot on their own and was expecting that IT would need to jump in, at some point.
Visma’s HR and Payroll chatbot can guide their users and answer complex payroll system related inquiries. The chatbot is in Danish, given the fact that Visma’s local customers are all Danish-speaking firms.
The bot is for everyone to use and has a built-in integration with Zendesk. It allows human handover in case the problem is too complicated or unique for the bot to solve.
A Chatbot as a Helping Hand to Customer Support
Many people seem to think that implementing a chatbot leads to the company laying off half of the support department. However, this could not be further from the truth.
Although advanced AI makes it possible to automate most of the support process, there’s always a need for humans to manage the bot.
An AI chatbot doesn’t take anyone’s job; it simply transforms the job functions of support employees. It prevents them from getting overloaded by a large number of simple questions and allows them to focus on issues that require human assistance.
The chatbot turned out to be just what Visma’s support department needed and has been their first line of support since its launch. Their employees love the bot and enjoy the relief it has provided.
Now, their customer support is running more efficiently than ever. The only major challenge they encountered with the bot so far is deciding which employee will monitor the bot on any given day, which is a task they are happy to handle.
As Visma trains the AI with more and more information, it can increase accuracy and access to information, and improve its already impressive ticket solving rate.
Visma Enterprise Chatbot for HR and Payroll: Numbers and Results
Although the new Visma Enterprise chatbot has only been live for a little over 5 months, it has already proven to be a worthy asset. The bot has shown itself to be a handy tool to keep customers well-informed and satisfied.
If we look at the pure data, we can already see the value that a well-utilized proprietary AI engine can create for a business. So, how are these numbers looking like exactly?
- Visma Enterprise chatbot has been part of 910 chats, which accounts for over 42% of all chats.
- 717 chats were solved with the chatbots involvement.
- On 537 occasions, the bot solved the issue in cooperation with a human agent.
- 37% of chats were independently solved by the chatbot, without human assistance.
According to recent data, in April 2020, Visma’s chatbot response rate was over 50%.
The bot is currently integrated with BotXO’s longtime partner Zendesk. The chats also provides Visma with a lot useful data, which they use for improving the chatbot. Improving the AI and consequently, the customer experience, is a goal that Visma works on achieving every day.
Future plans for the new Visma Enterprise Chatbot and AI Arsenal
The primary purpose of the chatbot was to improve response time and efficiency within Visma Enterprise payroll system support. However, Visma is a large enterprise, offering a multitude of HR solutions to over 250.000 customers. It would make sense to extend this initiative to other branches of the company, and precisely that is what Visma plans on doing.
Furthermore, Visma wants to extend the bot’s job functions by making it able to assist customers with Denmark‘s new Holiday Law. As is with any new legislation, there will be much confusion within companies, Visma aims to help dissolve this confusion with this new initiative.
They want to establish a channel where their users can get all necessary information and help with the transition to the new law.
This article is based on the interview between Beatrice Carraro, Head of Marketing at BotXO and Jesper Langberg Thomsen, Customer Care Manager at Visma Enterprise Denmark.
Article written by Adam Rumbach and Beatrice Carraro
Designed by Adam Rumbach and Arta Vitola