DRUID empowered Liberty Shared Services, part of the Liberty Global Group, with conversational AI tools boosting productivity and job satisfaction, positively impacting business outcomes.
In a fast-paced business landscape, companies often grapple with the challenges of streamlining their operations, particularly when it comes to teams that cater to the diverse needs of a multitude of business users and entities within a group. Such shared service centers play a critical role in providing essential support in areas like finance, legal, and HR, making their efficient functioning a top priority.
At the same time, the modern workforce's expectations have shifted significantly, with a growing emphasis on operational efficiency and real-time experiences. Employees now demand a level of responsiveness and accessibility in their work environment that mirrors the seamless interactions they encounter in their personal lives. In response to such challenges, businesses recognize the imperative of aligning the way they offer support services with the dynamic and digitally-driven nature of today's work environment. They are actively seeking innovative solutions to meet these demands.
Large multinational corporations like Liberty Global operate on a vast scale, which presents opportunities for economies of scale and cost efficiencies. However, realizing these benefits requires a high level of internal organization to align similar operations effectively. Liberty Shared Service Center plays a pivotal role as a back-office unit, providing operational support for finance, accounting, payroll, and HR functions across the group's various businesses.
With a substantial user base and around 10,000 diverse queries flowing in on a monthly basis, the imperative is clear: swift and accurate solutions are essential. Recognizing the limitations of traditional support methods - such as phone and email connected to ticketing systems - Liberty sought a technology tool that would allow it to enhance its support services without overburdening its human resources. Their goal was to become a more responsive and efficient partner for internal customers, offering real-time support seamlessly within the context of a user-friendly and professional interface.
Liberty Shared Services recognized the imperative of elevating customer support and delivering an exceptional experience to its internal customers. To achieve this, they sought a more streamlined approach for interactions with their shared service center teams aimed at retrieving information.
This went beyond conventional self-service options already integrated into their ecosystem, which sometimes proved cumbersome, and meant looking at adding a conversational AI layer to their automation. Collaborating with DRUID, the company identified conversational AI as a transformative solution to revolutionize support delivery, rendering internal interactions more fluid, responsive, and user-friendly—effectively meeting users where they are.
With DRUID's expertise, Liberty Shared Services designed and configured a comprehensive technology platform to support various conversational solutions seamlessly integrated with existing technologies, automating diverse business processes across different business units. The journey began with the deployment of an intelligent virtual assistant, initially for Virgin Media O2 users in the UK, and later a similar tool for immediate interaction with Sunrise users in Switzerland. Over several years of partnership, the DRUID technology platform has facilitated the personalization and launch of a total of six virtual assistants.
These tools offer internal users across Liberty Global's companies support for transactional finance, including real-time updates on purchase orders, invoice statuses, payment deadlines, and guidelines for processes such as supplier onboarding.
Notably, these conversational AI-driven chatbots boast robust multi-language support, effectively overcoming language barriers inherent in a group operating across numerous European countries, where eight or nine languages are spoken. DRUID has further configured the platforms to offer two-way messaging language support, enabling, for example, UK-based human agents to engage in real-time conversations with internal customers in languages such as Swiss German, with messages automatically translated to each user's language.
Future plans include expanding the platform's capabilities to empower virtual assistants to take proactive actions based on user requests. This may involve automatically sending push notifications to business owners for PO approvals or confirming goods receipts to expedite payments. Liberty Shared Services has enhanced employee engagement and streamlined interactions by deploying Virtual Assistants across various platforms. Currently, these Virtual Assistants are integrated into SharePoint and Microsoft Teams for internal use, and they are also available on webpages for external users.
The future of conversational AI holds significant promise in various corporate contexts, offering a landscape characterized by innovation, collaboration, and transformative potential. What was once the realm of science fiction is increasingly becoming a driving force for real-world change.
The path ahead anticipates continual advancements in virtual assistants and conversational AI, equipping organizations with powerful tools to navigate an evolving business landscape.
This ongoing technological evolution not only streamlines operations but also enhances user experiences, poised to reshape how businesses engage with their internal and external stakeholders in the forthcoming years.
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