AI Reduces the Number of Connections to Tokio Marine’s HR by 60%
Six months after the adoption of AI in its Human Resources area, Tokio Marine, one of the largest insurers in Brazil, has already registered a 60% drop in the number of connections to the area. Apelidoa de Marina, the tool is already used by more than half of the employees of the company and receives about 1,500 interactions per month. The data was presented by the insurer during a speech held in April.
The way forward, from the idea of adopting such an innovative tool until it achieved such relevant results, was filled with challenges. “Initially, we thought of registering ten themes, so that employees could get their doubts. Throughout the process, we evaluated in several phases that it would be necessary to expand this scope, and today we have more than 230 registered topics and more than 13 thousand questions that can be answered by the tool. This expansion was not a coincidence: we concluded that if employees accessed the tool and did not find satisfactory answers at the first contact, they would lose interest in the Marina and stop accessing it to ask questions “, explains Juliana Zan, Human Resources Superintendent of Tokio Marine.
Topics range from area-related issues such as PLR, salary and pension, to general questions about the Company’s products and how to book a meeting room, for example. To ensure that this structure worked correctly throughout the process and still ensure proper maintenance after being inserted into employees’ daily life, the entire project was developed in partnership with Tokio Marine Technology.
“We are always attentive to the market, to bring differentiated solutions to the insurer. When monitoring the advance of artificial intelligence, we evaluated that it could have a very relevant effectiveness for the company. To run the creation of Marina, we worked with Dialogflow (former api.ai, Google) and the structure of IBM Watson. We made use of both, but throughout the process we also developed an orchestrator, which is the system that carries the basis of Tokio Marine and coordinates the activity between the dialogue tool and its cognitive ability, “explains Silvia Onishi, Technology Manager .
The partnership between the areas ensured relevant results for Tokio Marine. Today the area of HR, which received 2,000 calls a month to ask questions about the daily issues of about 1,800 employees, saw this rate be reduced by 60%. In addition, 60% of employees have already interacted with Marina at least once, which shows the affinity and empathy created with the tool, a fundamental point for the success of the implementation.
Main results: artificial intelligence in HR
– 230 registered topics (eg pension, PLR, salary)
– 1,000 subcategories (eg pension: term for redemption, how to do portability, contribution amount)
– More than 13 thousand registered questions
– More than 1,000 employees know and enjoy the Marina
– Less 60% of the attendance: HR employees have more time to dedicate themselves to strategic activities
– 35 people involved, from the idea of the project to the final phase
– More than 1,500 interactions with the tool per month
