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Use Cases
Purchase Trainings for Employees
HR

Purchase Trainings for Employees

Review training requests for employees, register them in the HR Suite, and finally purchase the training on the company’s intranet platform
PEGA Case Management
SAP SuccessFactors
Custom-Built Intranet
PDF
Reduction in Average Handling Time
24 → 9 Minutes
Reduction in Required User Actions
202 → 27 Actions
Annual FTE Savings
15 FTE
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Reduction in Average Handling Time
45 → 12 Minutes
Reduction in Required User Actions
132 → 12 Actions
Annual FTE Savings
1.4 FTE
Smooth employee experience
Better process compliance
Lower risk of delayed training
Faster ramp-up time
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Content
Background Info
Process Overview
UX Improvements
How it Works
Background Info
Type of Company: HR back office of a global telecommunications company
Business Process Scenario:

As part of the telecommunication company’s learning & development program for their employees, managers can request training for their employees. HR back office associates would review those requests for completeness and compliance and handle the administrative process, as well as purchase the training.
# of Monthly Transactions: 500
Process Overview
Task Description
  1. Review ticket details
  2. Investigate training materials
  3. Review compliance requirements
  4. Draft follow-up tasks to request missing data, if needed
  5. Set up training in HRIS
  6. Purchase training via Intranet
  7. Create & upload required documents
  8. Update ticket status
Assisted Task with Matterway
  1. Automated data extraction from ticket
  2. Assisted review of OCR-captured training data
  3. Intelligent alerts for missing data
  4. AI-drafts for requesting data
  5. Automated pre-filling of HRIS data with agent review
  6. Automated purchase of training
  7. Automated creation & upload of required documents
  8. Automated update of ticket with agent review
UX Improvements
Error-prone multi-step process
Repetitive copy & paste
Overwhelm due to many business rules
Guided experience & in-built validation
Save time with real-time automation
Step-by-step identification of next best action
Matterway Solution: How it Works

When the back office associate clicks on a ticket that has a training request attached to it, the Assistant triggers inside the PEGA case management system and offers its help.

1
Automated ticket and training data capture

Upon starting, the Assistant initially extracts details from the ticket and downloads attachments, so that the associate can go on to capture all relevant data at the start of the task to streamline processing.

2
Fast processing of data

The Assistant automatically captures all relevant data from attached documents, such as PDFs. This happens in real-time in front of the associate so that they can intervene in ambiguous scenarios, e.g., when data is unstructured or coming in unknown formats. This ensures fast processing and high accuracy at the same time.

3
Intelligent alerts for missing data

The provision of training can differ greatly across departments and employee groups. To make sure that the correct business rules are followed for each scenario, the Assistant provides intelligent alerts for additional checks that have to be made. In this particular scenario, the cost center must be manually selected.

4
Automatic message drafting & review

In cases where the associate needs additional input from the line manager who requested the training, the Assistant intelligently drafts a message on behalf of the associate. The associate can then review this message and adjust if needed, before sending it off.

5
Real-time task automation with checks

A big part of this back office task is to perform a lot of repetitive data entry into the company’s HRIS. The Assistant takes care of that for the associate with real-time automation. This means that the automation stops at regular intervals, so the associate can intervene as needed, then resume the automation.

6
Automatic document creation & updates

Before completing the task, a range of documents has to be created or updated. After that, they need to get uploaded to the ticket system for later retrieval by other teams in the company. The Assistant semi-automates this process, including the generation of these documents. Whenever it is required to disambiguate or review the accuracy of data, the associate has the chance to do so.

7
Final task resolution

Lastly, a success message notifies the associate that the ticket has been successfully updated on the associate’s behalf so they can proceed to the next ticket.

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