We’re harnessing the latest technology to help our colleagues get answers to their HR queries quicker and more efficiently.
By using Generative AI, we’re helping our virtual colleague chatbot Ask Archie to provide more targeted answers to colleague questions.
Ask Archie is our 24/7 artificial intelligence chatbot who answers some of our colleagues most frequently asked questions on a range of topics. When Archie can’t answer a question, he brings in one of our colleagues to assist further.
Like the Cora+ functionality we’re piloting for customers, Ask Archie’s Gen AI capabilities create better, more natural conversations and share more targeted information and links to specific documents and policies. This enables colleagues to get access to information more easily via Archie, meaning our human agents can spend more time working on more complex support cases.
Graham Smith, our Head of Data Science & Innovation described the launch of Ask Archie Gen AI as “groundbreaking work that gives colleagues conversational access to our knowledge bases for the first time.” He continued “The technology and design patterns we have used set the standard for many similar use cases we’re working on across the bank and teams are already exploring how to reuse the capability."
Ask Archie’s Gen AI functionality is initially supporting our family-focused HR policies including, adoption leave, partner leave and shared parental leave among other topics.
Commenting on the launch, Matt Harrington, the Chief Operating Officer of our Group Chief Operating Office said: “Ask Archie GenAI has been an incredibly complex piece of work as we have broken new ground and tested new processes for the first time in the Bank. This is the first step and we will continue to develop Archie alongside using new capabilities as they become available.”
This is just the start and we plan to gradually add more HR policies and support content to our Gen AI powered Ask Archie over the coming months.
