Filed under: Intranet and digital workplace awards
As consumers we interact with digital assistants like Alexa, Siri and Cortana everyday, but until now little progress had been made in developing a digital assistant for the enterprise. Now US-based insurance company Liberty Mutual has developed the most advanced enterprise digital assistant we’ve seen to date.
While most organisations are still defining their strategy for how AI and bots fit into the wider digital workplace, Liberty Mutual has been busily evolving an amazing digital assistant which helps employees to get things done, reduces costs, drives operational efficiency and acts as a gateway into the wider digital workplace.
Delivering an exceptional digital employee experience (#DEX)
In the 2018 Intranet & Digital Workplace Awards, Liberty Mutual was the overall Platinum Award, representing the most impressive overall entry.
The digital assistant brings together a number of digital workplace capabilities including personalisation, HR dashboards, toolbars, chatbots, micro-apps, cards and microservices and packages them together as a powerful digital employee experience (#DEX).
The digital assistant is accessed via Liberty Mutual’s multiple channels (including the Apple Watch!) and it includes:
- personalised notifications and messages
- tasks and to-do’s across multiple systems, including approvals for managers
- viewing contact information for individuals and teams
- key HR, personal and team information and related transactions covering annual leave requests, pay details, IT assets and more
- IT helpdesk transactions
- chatbot which answers a variety of common questions
- integrations from over 25 different microservices and applications
As well as the broad scope of the digital assistant, the team has taken far-sighted steps to ensure its sustainability. The assistant is based on a microservices architecture which means it is relatively straightforward to integrate any new or legacy system into the digital assistant, as long as it has an API.
Software development kits and business development kits help developers and application owners to integrate local systems into the digital assistant, allowing them to deliver content, data and services within an experience that employees already have access to and know how to use. This is an exciting example of a digital workplace in action.
The impact is already being felt with great feedback from employees and quantifiable improvements in efficiency. Congratulations to all involved!
The digital assistant is an inspiring example of what is possible in the digital workplace today. For any team who is envisioning the future, or planning the path ahead, this is a unique opportunity to see leading-edge ideas in practice.
You can find full details of the Liberty Mutual case study with multiple screenshots in the 2018 Intranet and Digital Workplace showcase report, together with details of 16 other case studies. Get information and inspiration from what the winners have done, how they’ve gone about it, and their lessons learned.