AI-Powered Bot Records 87% Increase in HR Productivity and Achieves 30% Operational Cost Savings

Business Case

A leading global publisher of scholarly content, serving researchers, universities, and libraries worldwide with over 2,500 journals and 5,000 new books annually. They needed a solution that could provide 24/7 support, instantly streamline document search, and reduce the burden on HR and customer service teams across multiple geographies and digital channels.

The Solution

Impelsys created an AI-powered HR and customer service bot integrated with Microsoft Teams, enterprise repositories, and HR email systems. The AI bot leveraged Retrieval-Augmented Generation (RAG) and the agentic framework to deliver precise, context-aware responses, autonomously resolve routine inquiries, and escalate complex cases. Beyond query handling, it provided an Analytics Dashboard for tracking engagement and resolution effectiveness, along with proactive multichannel support that ensured smooth transitions across Teams, email, and ticketing systems.

Outcomes

The AI-powered bot transformed the way employees and customers accessed information and resolved inquiries. Employee engagement scores rose by 25–40%, while customer-facing Net Promoter Scores (NPS) increased by 10+ points. For Anna Williams*, an HR professional, the AI bot resolved up to 80% of routine policy and leave queries, freeing her to focus on meaningful engagement initiatives. On the customer side, James Carter*, a service agent, no longer spent his day on password resets and order tracking. Instead, he concentrated on complex cases that drove stronger customer loyalty.

*Names have been changed.