Custom AI Solution and Digital Assistant for an Employability Business

Challenge: Reducing Admin to Improve Customer Experience in Employability Services

An employability business sought to enhance customer experience and job outcomes by freeing up staff from repetitive administrative tasks. They wanted to improve efficiency and focus on high-value activities such as participant engagement and personalised support. To achieve this, the company aimed to leverage Robotic Process Automation (RPA) and Generative AI technologies to streamline their processes.

Solution: Implementing RPA and Generative AI with OpenAI Azure LLMs

We conducted a comprehensive four-week review of the client’s processes, technology, and operational workflow. This review included interviews, site visits, and technology assessments to identify areas for improvement. Over 20 automation and AI opportunities were identified, focusing on utilising Robotic Process Automation (RPA) and Generative AI.

We ran a series of design sprints to quickly prototype and test AI solutions, resulting in a custom-built Proof of Concept (POC). The POC introduced a Digital Assistant to automate core business functions, such as participant communications and administrative paperwork. This not only streamlined daily operations but also empowered staff to dedicate more time to strategic tasks that would improve customer experience and job outcomes.

Results: Identified Benefits of AI and RPA Integration in Employability Services

The POC delivered several identified benefits, including:

• Enhanced Operational Efficiency: Automation of routine tasks allows staff to focus on value-added activities, increasing overall productivity.
• Improved Job Outcomes and Participant Engagement: With administrative tasks automated, staff have more time to engage participants and focus on improving job outcomes.
• Scalability and Future AI-Driven Innovations: The custom AI solution lays the groundwork for future AI-driven automation, enabling scalable improvements to the business's operational efficiency.