Cepsa incorporates AI into HR management to improve the employee experience

July 8, 2019
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This article was written and published in Spanish and has been translated into English via Google Translate. Click here to read the original article.

Cepsa, as part of its digital transformation strategy, has developed a pioneering project in Spain through which its employees can make their usual inquiries regarding Human Resources through a virtual assistant available on their intranet.

It is the largest application of artificial intelligence IBM Watson to the processes of Human Resources in Spain and lays the foundations of the evolution of Cepsa to become a cognitive company.

This platform will allow a search of information at any time, any day and from any place, and will speed up the relationship between the employees of the company and the HR area.

The platform has a virtual assistant, which has been baptized with the name of MAX and has been built with IBM Watson technology. It is a trained chatbot to answer variations of questions related to different topics.

Initially, it will resolve inquiries regarding the request for licenses and permits, teleworking, health insurance, advances or loans, for which more than 5,000 formulations of different questions on these topics have been considered.

After its first development and a pilot test of two months in which 400 employees of the company have participated, Cepsa will carry out its implementation during 2019 for its more than 8,500 professionals in Spain.

The main objective of this project is to complement the personal attention to the employee with a virtual assistant that streamlines and automates the most repeated queries and tasks.

Thanks to this technology, the Human Resources managers of the company will be able to free themselves from the most routine tasks and dedicate more time to those tasks that require a closer and personal treatment and that provide a greater added value, optimizing the relationship between the professional and the HR area, to make it more agile, humane and efficient.

Likewise, this project promotes the structuring and digitalization of knowledge in the area of ​​Human Resources, improving the decision-making process, which can be carried out on a more consistent and consolidated basis of data (data-driven) thanks to the traceability that the latest technologies in data analysis.

The platform will also allow us to learn more about the interests of professionals, in order to offer them better, more personalized and better oriented care.

The assistant has been built with IBM Watson Assistant, the most advanced artificial intelligence technology to create conversational solutions for business. and that until now had not been used in the field of Human Resources in Spain.

It is an artificial intelligence system capable of responding in a few seconds to questions formulated in natural language based on its advanced ability to analyze large amounts of data. This assistant learns from each experience, through guided processes, so that their knowledge will increase as it is enriched with new information and queries.

Carlos Moran, Cepsa HR director, explains that "with this project we adopted the latest technology in artificial intelligence to continue improving the experience of our professionals and better understand their interests, as well as reducing bureaucratic procedures and dedicating more time to personal treatment. for those issues that require it. Through digital transformation we are promoting our culture of innovation, adopting new technologies and more efficient work models ".

According to José Pablo Gómez Uroz, director of the Telecommunications and Utilities sector at IBM, "artificial intelligence is going to be a fundamental element to generate innovation and greater efficiency in organizations, thanks to its potential to transform business processes and increase capabilities of people. We are proud to help Cepsa to begin this journey to take the AI ​​to its digital transformation strategy. "

Cepsa will continue developing new functions of this platform to answer queries related to payroll, vacation requests or training, among others. In addition, it also studies the possibility of incorporating this technology into the processes of other areas of the company.

This article was written and published in Spanish and has been translated into English via Google Translate. Click here to read the original article.

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