Using bots to improve the onboarding experience, track time, and assist employees when returning to work.
Flight Centre Group is an Australian based travel agency whose 11,000 global employees are on a mission to open up the world to those who want to see it. Their travel consultants work towards this mission 24/7 and aim to provide choice and efficiency when it comes to booking travel.
The past twelve months during the COVID-19 pandemic have brought massive operational changes to the travel industry. In order to adapt and provide staff with the same level of efficiency they promise their clients, Flight Centre leveraged The Bot Platform and Workplace to meet the demand for these internal projects and changes.
The platform is extremely intuitive. Within 15 minutes I was comfortable enough to create something myself. I can manage it myself. And I feel confident I can take an employee and show them, “Here’s how the platform works, here is how the bot works,” and off they can go.”
Whenever someone is new to bots, we tend to recommend they start with simple problems that a bot can quickly and easily solve. For Flight Centre, the first problem they decided to tackle was onboarding their travel agents to Workplace.
Claire, deemed the Independent Agent Chatbot, was able to onboard agents at scale and provided them with a great first impression of Flight Centre.
Alongside solving an operational need, another key function of Claire was to relate to the demographic and showcase what the benefits are of becoming an independent agent. Claire was able to welcome agents into their new environment, and ensure they get everything they need to perform at their best.
Claire was able to compliment and improve the agent onboarding process by automating elements of it that were previously done manually. With Claire, Flight Center was able to see how employees would react and engage to a digital assistant, while also providing their bot builders with a simple but compelling use case to launch with.
Once they were able to build and launch Claire, Flight Centre moved on to creating a more complex operational bot named Lizzie. The goal of Lizzie was to assist with their organizational redesign during the COVID-19 pandemic.
Employees who were currently working or standing down from work had access to Lizzie so they could have commonly asked questions answered quickly and efficiently. Lizzie also directed staff to relevant materials by linking back to documents in a specific Workplace group. Lizzie was able to automate FAQs, ensure the process was as smooth as possible, and direct users to the important information they were looking for.
One key learning taken from Claire was to spend some time focusing on the voice and personality of Lizzie to improve the overall user experience. Alongside the actual functionality of the bot, Lizzie was designed to improve the employee experience by building out a personality to ensure the bot resonated with their audience.
Before Lizzie, emails were flooding the inbox’s of the HR team at Flight Centre and it quickly became an overwhelming process to answer everyone’s questions. After this bot build, Lizzie was able to automate these processes for 40% of their 2,000 group members and relieve some of the pressure that normally would rest on HR and Operations.
Bot Nanno - Contact tracing
The shifts in operations that took place during COVID-19 brought a wave of compliance requirements and new guidelines on how to work safely during the pandemic. With staff returning to the office, Flight Centre utilized our platform to create Bot Nanno to ensure staff were staying safe and following public health guidelines.
One of these requirements included a health check form that needed to be filled out every time a staff member entered the office. Instead of having to manually reach out to the 300 staff who were coming into the office each day to fill out their health check form, Bot Nanno saved time by automating this process at scale and ensured that staff were remaining compliant by checking in before coming into the office.
Bot Nanno helped staff feel confident they could safely go into the office if they wanted to, and saved the HR team huge amounts of time by avoiding this work manually.
Bot Nanno - Time tracking
After the success of Bot Nanno, Flight Centre took the same basic functionalities of the bot and adapted them to fit a different need – time tracking.
Users of the bot could clock in and out every day, get reminders to complete their time tracking in the morning and at night, and train people on a new process that was a legal requirement for the organization. Alongside assisting staff and automating another manual task, Bot Nanno 2.0 helped ensure legal compliance and embedded a new habit for staff.
With 120 daily users, the bot saw a consistent 80% interaction rate and staff were constantly giving feedback on how useful the bot was and how they thoroughly enjoyed the tone of voice and personality.
These four bots became an essential part of day to day operations at Flight Centre, saving huge amounts of time, energy and resources for HR staff, and improved the overall employee experience during a difficult time. From ensuring legal compliance to automating onboarding and FAQs, The Bot Platform enabled Flight Centre to build their own tools to address overwhelming operational needs within the company.
interaction rate with Bot Nanno
people a week following COVID-19 legal requirements
of members reached to answer FAQs
Bots help you do more and more with less and less. They drive operational efficiency.
Head of Digital Workplace
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