Provident, a top financial institution, uses DRUID's AI to give employees instant access to information, boosting engagement and efficiency.
The business world understands today that digital transformation is more than a compelling opportunity for success, but instead that it is gradually converting into a critical “condition of survival” in a fast-changing, hyper-competitive context. Increasingly, as we move towards turning temporary working habits into permanent pathways of companies’ modus operandi, organizations need more business process automation and IT innovation.
In today's digital world, hyper-automation is key to efficient operations. It combines various technologies to automate tasks, provide quick access to information, and improve productivity and collaboration across departments.
Today's workforce is often spread across different locations, with many employees working remotely. This is also the case for Provident, which relies on a unique business model with sales representatives at its core, serving customers who often lack access to traditional financial institutions.
For Provident, salesforce mobility, speed, and independence to act are vital components of success. This included over 1,400 sales representatives who visited customers at their homes across a large region. It also included hundreds of back-office staff who supported the sales team remotely and from the office. For them, real-time access to information consolidated from various internal business systems and quick resolution of different administrative tasks could free up valuable time and positively impact productivity.
This change came about in the form of EMA, an AI agent built to harness the full power of agentic AI technology to quickly connect to internal systems and streamline access to information and collaboration.
Redirecting time away from administrative tasks allows sales representatives to focus on high-quality interactions with clients, deliver tailored solutions for an exceptional customer experience, and ultimately, increase the revenue stream.
With a simple query, EMA allows agents to seamlessly review their monthly objectives, closed contracts, upcoming bonuses, and even their standing compared to other colleagues for an extra energy boost. In addition, these valuable insights and reports act as real-time support for faster and better business decisions across the entire company. EMA also uses AI to simplify and automate HR processes, providing a self-service platform where employees can submit leave requests, automatically generate certificates, check pay slips and extra-salary benefits, or request files from the electronic HR folder.
Companies face many challenges today. One of the biggest is keeping employees happy and productive. This is even more important now that work is changing. Creating a great employee experience will help companies stand out.
While technology cannot miraculously solve all problems or replace meaningful human interactions, AI agents have the unique power of helping HR departments meaningfully communicate with their employees and get actionable insights for improved business decisions. Thus, HR teams retain control of all communications but can leverage AI to gain intelligence and drive informed decision-making for the benefit of employees and customers.
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