A Gulf telecom operator's HR function
Telecommunications / HR · Gulf
The shape of this problem
The answer exists and nobody can find it
The problem
Employees needed immediate answers to recurring HR questions within the mobile experience. The questions arrive constantly and repeat, but employees had to reach them through a channel separate from the app they already had open. When the friction of asking exceeds the value of the answer, people stop asking and start guessing - and the same questions resurface later as tickets, or as errors that cost more to correct than the original answer would have.
What we built
We delivered an assistant that drew on approved HR information through secure integration patterns, with mobile delivery providing context-aware support inside the existing experience.
What moved
| Measure | Before | After |
|---|---|---|
| Recurring HR questions answered in-app without a ticket | not measured | 74% |
| Average time to an HR answer | ~1.5 working days | under 60 seconds |
| Tickets raised for already-published information | † | down 61% |
† Measured against the prior level of the same measure. The source publishes the size of the movement, not the figure it moved from.
Recurring HR questions answered in-app without a ticket
74%
Recurring HR questions answered in-app without a ticket
The ring is the whole of that measure. The grey arc is the other 26%.
Tickets raised for already-published information
Measured against the client's own prior process, indexed to 100. The source publishes the size of the movement, not the absolute figure it moved from.
Figures are drawn from the practice's own delivery records for the engagement named, measured against the process that preceded it. They have not been through third-party audit, and none is presented as an average across clients.
What it turned on
The third figure measures a cost that never appeared in an HR report: when asking is harder than guessing, people guess, and the guess returns later as a ticket or an error. Putting the answer inside the app employees already had open removed the friction rather than the demand - relevant wherever self-service exists but sits one channel away from where people actually are.
- Service line
- HR & Shared Services AI
Start here
Which of the four is yours?
Tell us the documents and the monthly volume and we will send the two closest records, with the proof behind each and the honest note where the match is partial.
You get a reply within one working day, from the engineer who would do the work - not a sales sequence.