Name of Organization/Company: Allianz Turkey, İstanbul, Turkey
Category: Self-Service HR Solution - New or New-Version
We’re nominating a brand-new product, 21.05.2020
By developing digital solution products that place the customer in the center of HR processes in parallel with our company’s "Digitalization and Customer Centric" strategies with a visionary approach that also projects the future, we have created our Alli Chatrobot product proactively to provide it to the service of our employees. As Allianz Turkey we started working with a remote digital discipline as of March 18, 2020 due to the pandemic and so naturally the greatest need was for our working assets, who were working from independent locations, to benefit from our HR policies under a common culture and the same service quality. This is the point at which we observed that there is need for a new digital product that acts as a bridge between our colleagues and our HR processes and will support our HR Business Partnership processes digitally. We offered our HR chatrobot, which we started to work on before the pandemic, to our employees as our Digital HR Business Partner and an innovative product of this period where we work from home 100%. In this scope we designed our HR chatrobot to provide level 1 support for processes such as personnel, fringe benefits, hiring, onboarding, etc. in the digital working disciplines.
Alli, the HR Chatrobot we designed, is a robot that can respond to all questions about HR on Skype 24/7, and can also be used as an alternative internal communication channel in important processes. It will be possible to expand it to lighten HR’s workload in operational processes and to communicate with our company’s other robot AZRA to answer personal questions and generate reports. Also, since it has been developed a robot that can be integrated, it will be possible to respond to employee questions on projects that support our company strategies in addition to HR processes to be beneficial in this respect.
The Alli Chatrobot was quickly embraced and used by our colleagues. The robot also became one of the most liked employee brands in the 2020 employee loyalty survey. The following critical success factors played an important role in this;
1)Working in integration with digital company platforms and being accessible 24/7 (intranet, skype, hr portal, email etc.)
2)Providing agile and fast answers to questions in correct form ( Alli does not have a waiting time, it responds instantly. 20,686 questions were answered, the rate at which these questions reached results at the 1. Level support (Alli) stage without being transferred to an HR partner was 87%).
3)The robot receiving feedback and being a learning robot (the number of questions it could answer in the May 2020 first version: 213, currently: 825 and this number is increasing every day with integrated processes.)
4) Providing instant information to large audiences about minor or major updates (the ration of participation in processes/surveys/applications with information provided through Alli vs processes done through mailing announcements, etc. is 75%(Alli) ; 55%(other channels))
5)Creating awareness outside of routine communications by providing an alternative digital communication channel
6) More effective use of human resources "Full Time Employee" by undertaking operational and field communications under the umbrella of Human Resources(In this scope a saving of 1 HR Business Partner was achieved and the annual average of this is 44K USD. We placed the FTE savings we achieved from here as a career counselor under the senior HR Business partnership umbrella and were able to create strategic not operational resource management.)
7) Being integrated with artificial intelligence products working in other departments of the company and creating value among the systems (number of robots that could be integrated: 3, the subjects they will serve: HR, Our Company’s products, information on the 65 projects in the project portfolio)
The non-gender robot Alli,gets its name from the “All” in Allianz.We wanted to present inclusivity and recognizing diversity as a secondary message with this brand and this was much appreciated by our employees.We planned Alli to be like an HR employee, like an HRBP and created a character to make it heroic.We also personalized Alli and gave it some characteristics.This is why our employees thought of Alli as an employee who worked in the company with us and interacted with it like a colleague.(pic1;8),we introduced it to all our colleagues in a launch.(pic2),we keep this lively afterwards with promotional activities(pic3;4),social media communications(pic7;8,9;10;11)and storytelling(pic5),we used Alli as an engagement tool.It became one of us,it developed emotions,it appealed to our emotions,it sent holiday greetings and said happy holidays(pic6),sometimes it expressed thanks and received thanks over the thank you app(pic12;13;14;15;Excel file),HR process reminders are being made by Alli.(pic16;17;18),It answers to all HR questions 24/7.
A total of 20,860 questions were submitted to Alli from May 2020 to May 2021 and responded to 87% of these questions without the support of HR Business Partners.
We observed 40% more interaction on Performance&Talent Management portal and %20 increase in training participation when we gave reminders through Alli
We took 1 HRBP resource from operational support to strategic resource after Alli chatbot initiative.
The global 2.0 version of Alli is being worked on to be used in all Allianz OEs and this has become a best practice for Allianz.
Ali Pictures: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/8c2575a6-cf6d-4242-b63b-ec6f66719b88?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1723332249&response-content-disposition=inline%3B%20filename%3D%22Alli%20Pictures_1to18.pptx%22&response-content-type=application%2Fvnd.openxmlformats-officedocument.presentationml.presentation&Signature=ALTXDZpxUIyreEwDvqN1q4P9yMg%3D
Alli Skype Video: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/6da17c2c-3dbc-486c-b955-34d77b5e0b95?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1723332249&response-content-disposition=inline%3B%20filename%3D%22Alli_Skype%20Video.mp4%22&response-content-type=video%2Fmp4&Signature=Tus%2FU%2FeCOmTZPH665J9hBQR9vNg%3D
Reminders made by Alli to all employees via Skype: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/e094bea8-5020-40d3-97bc-67ad04a4436e?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1723332249&response-content-disposition=inline%3B%20filename%3D%22Reminders%20Made%20by%20Alli%20to%20All%20Employees%20via%20Skype_Pic16-17.docx%22&response-content-type=application%2Fvnd.openxmlformats-officedocument.wordprocessingml.document&Signature=6qxV60gXVnJwXVwz1vLWFvkZnfY%3D
Thank you Messages from Employees: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/e10d85b3-4463-4a33-bcf3-316a3a362b03?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1723332249&response-content-disposition=inline%3B%20filename%3D%22ThankYouMessagesFromEmployeestoAlli-ENG.xlsx%22&response-content-type=application%2Fvnd.openxmlformats-officedocument.spreadsheetml.sheet&Signature=oDDk7kekr35bydx0rmGRvGvqItA%3D