American semiconductor manufacturer transformed experience and operations leveraging GenAI
Overview
A global semiconductor manufacturer faced complex employee acquisition workflows that slowed onboarding, increased support costs and impacted employee experience. HCLTech addressed this by embedding GenAI into core workflows, automating support, simplifying interactions and enabling real-time assistance. By removing friction from everyday processes, the organization improved employee experience and achieved measurable gains in productivity and operational efficiency.
The Challenge
Complex employee acquisition workflows created friction at scale, impacting both experience and operational efficiency.
Integrating a new workforce required navigating fragmented processes, cultural differences and inconsistent support systems. Employees lacked intuitive, real-time assistance, while operational workflows remained disconnected and resource-intensive. These challenges increased support costs, slowed onboarding and limited the ability to empower employees with the right tools and technologies.
The Objective
Simplify employee acquisition and enable a more connected, responsive workplace.
The organization aimed to automate repetitive operational tasks, streamline workflows and create a more intuitive employee experience. The goal was to integrate the workforce effectively, enable self-service and equip employees with modern communication capabilities that support productivity from day one.
The Solution
Embed AI into workflows to remove friction and improve how employees interact with workplace systems.
HCLTech deployed a GenAI-powered solution built on a large language model (LLM)-driven conversational AI agent. This enabled employees to access support instantly, resolve queries efficiently and navigate workplace systems with ease.
Key capabilities included:
- Establishing a zero service desk model as the first point of contact for all employee queries
- Enabling seamless integration across enterprise platforms including Okta, ITSM, Workday, Oracle, Nexthink and Workato
- Automating sentiment analysis in real time to route tickets more effectively
- Delivering personalized, role-based communication across languages, geographies and functions using the LLAMA2 model
This approach simplified interactions, reduced effort and created a more responsive workplace experience.
The Impact
Reduced friction. Improved experience. Delivered measurable outcomes.
By embedding AI into everyday workflows and simplifying employee interactions, HCLTech enabled the organization to operate with greater efficiency and empower its workforce at scale.
- Increased automated ticket resolution from 12% to 60% (a 400% improvement)
- Saved 21,250 productive hours within one quarter
- Achieved 100% automation of high-priority tickets
- Reduced employee support calls from 8,000 to 300 per month (96% reduction)
- Delivered 90% service provisioning automation across workflows
The result: employees spent less time navigating systems and resolving issues, and more time focused on meaningful work, driving higher productivity and stronger operational outcomes.
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