Generative AI Enhances Ask Archie Chatbot for More Efficient Employee Support

Generative AI Enhances Ask Archie Chatbot for More Efficient Employee Support

(IN BRIEF) We have introduced Generative AI to our Ask Archie chatbot, improving how it answers employee HR queries by delivering more targeted responses and providing easier access to relevant information. This upgrade enables human agents to focus on more complex support cases, while Ask Archie initially supports family-focused HR policies. The technology sets a new standard for similar AI initiatives across the organization, with plans to expand its capabilities in the coming months.

(PRESS RELEASE) LONDON, 14-Aug-2024 — /EuropaWire/ — We are leveraging cutting-edge AI technology to streamline how our colleagues receive support for workplace queries, making the process quicker and more efficient.

Our virtual colleague chatbot, Ask Archie, is now equipped with Generative AI capabilities, enabling it to deliver more precise and targeted responses to employee questions.

Ask Archie, available 24/7, is designed to handle frequently asked questions on various topics. When a question falls outside of Archie’s scope, it seamlessly hands off to a human colleague for further assistance.

Similar to the Cora+ functionality being piloted for customers, Ask Archie’s new Gen AI features facilitate more natural conversations and provide more accurate information, along with direct links to relevant documents and policies. This enhancement allows our colleagues to find the information they need more easily, freeing up our human agents to focus on more complex support issues.

Graham Smith, Head of Data Science & Innovation, described the launch of Ask Archie Gen AI as a “groundbreaking initiative that gives colleagues conversational access to our knowledge bases for the first time.” He added, “The technology and design approaches we’ve implemented here are setting the standard for similar use cases across the bank, and teams are already exploring ways to extend this capability.”

Initially, Ask Archie’s Gen AI functionality is focusing on family-related HR policies, such as adoption leave, partner leave, and shared parental leave. Over the coming months, we plan to expand the range of HR policies and support content available through Ask Archie, further enhancing the AI’s ability to assist our colleagues.

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SOURCE: NatWest Group