Client background
Client: A leading automotive company
Industry: Automotive
Products: Vehicles
Areas of operations: Global
Number of employees: Over 200,000
Challenges
Business users of the client often requested for changes in the master data over phone calls and emails. All these requests went through validation and multi-layered approvals before the changes could be made in the master data. This was an error-prone and highly time-consuming manual process. In addition, end users had to log a ticket with the L1 team to make these changes in SAP. These requests were highly critical to the business, as delays in updations could lead to potential revenue loss.
The client envisioned a digital transformation journey through automation, thereby bringing in enhanced user experience along with higher operational efficiency.
Solution
Wipro enabled automation of the client’s data management, and modernization of process workflows and queries through AI-powered Wipro HOLMETM Chat solution.
Some of the use cases that went live are:
Till date, Wipro has implemented 19 intents for the client in hybrid deployment mode and deployment is in progress for another two intents. Integration of ‘chat solution' with other bots using the ‘Connected Bot Story’ is under consideration.
Business impact
Wipro’s hybrid deployment methodology reduced the project deployment timeline to 7 weeks from an estimated 12 weeks. This was achieved through continuous delivery and testing with the end-customer. Wipro HOLMES Chat solution targeted the most time-consuming and least-effective processes, and that benefited the following aspects of the automotive business:
AI powered Wipro HOLMESTM helped the client undergo successful digital transformation through automation of multi-layered approvals and mundane manual tasks. Our deep experience and usage of hybrid deployment model helped our client achieve the desired results quickly
-Suresh Kakkar, Head of CIS Automation Practice, Wipro Limited