This company saved two man-years using RPA, IT News, ET CIO
For the engineering services company QuEST Global, which employs over 11,000 people worldwide, its employees are its greatest asset. However, given the volume of work and the competitive landscape in the IT services sector, deploying bots is proving to be the best way to add to the workforce.
QuEST already has 40 RPA bots that automate many routine tasks for HR and finance functions. The RPAs range from automating tedious processes like settings and background checks, while others deal with complicated cross-company billing scenarios.
According to Sumeet Arora, Global Head – IT, QuEST Global, the recruiting RPAs coupled with AI tools saved two years of recruiting for the recruiting team by efficiently aligning resumes with jobs. In addition, the RPA background check saved more than 250 hours of work for the HR department within six months of going live.
“ML has also modernized our recruiting process by adapting the potential resume to JDs. This has helped the recruiters and the hiring manager is speeding up the hiring process and responding effectively and efficiently to client needs, ”said Arora.
In addition, QuEST Global’s internal chatbot, Athena, has already answered over 1,00,000 routine inquiries from company employees and has a success rate of over 85%.
The AI-supported chatbot, which is based on Microsoft’s LUIS platform, is the point of contact for the QuEST staff and answers any questions that come to their mind, be it in connection with processing or finding an application on the intranet .
Singapore-based QuEST Global relies on data to make critical decisions. The company has its own metrics and dashboards are available to employees via a role-based, access-controlled platform.
“The dashboards provide end users with slice and dice functionality, using cases that range from typical financial metrics and even including balanced delivery performance scorecards. Most of the internal business reviews are done using these online dashboards, saving the time of putting Power Point decks together and emailing them across the company, ”said Arora.
Hybrid approach to managing data usage
For internal workloads, the company has used the cloud for a variety of purposes, from collaboration to learning. For example, the learning platform is hosted in the cloud and offers all employees around the world access. According to Arora, this ensures a consistent on-demand experience for the user base in Asia Pacific, Europe and North America.
“In addition, our recruiting platform is also hosted in the cloud so that we can attract potential candidates from different regions. As part of our application modernization strategy, we continue to take a cloud-first approach, ”added Arora.
Different workloads are carried out in the company’s data center, ranging from high-performance computer clusters to ERP instances. The availability of IT resources was key to mitigating the effects of COVID-19, according to Arora. “Since we started working from home, we’ve had to redesign our approach to remotely accessing the various resources and adopt a distributed, multi-channel approach to ensure no end-user choke points are created.”