Client Background

Client name: Wipro HRSS

Industry type: IT consultancy

Area of operations: Global

Products or Services: IT Services

Challenge

Wipro’s Human Resources Shared Services (HRSS) serves more than 200,000 employees across six continents. This expansive workforce leads to extraordinary volumes of data, complicated by process variations for each country, that risked causing delays in onboarding, background-check verifications, insurance enrollments, and payroll. Mindful of the company’s growth projections, Wipro HRSS hoped to design and implement a system that not only enhanced the employee experience, but also generated measurable business value by accelerating process turnaround times, thus reducing operational expenses and freeing HR to focus on strategic issues rather than manual and transactional activities.

Solution

Wipro’s AI Solutions team used an Enterprise IQ framework to help develop a transformational plan that identified and implemented multiple use cases across the full “Hire to Retire” track. This approach used several AI solutions and Wipro’s Holmes augmented intelligence platform to create and implement a new, more efficient system. 

The solution combined Wipro Holmes with Google OCR and advanced machine-learning techniques, automating tasks such as new-hire and agency background verification, enrollment via a third-party insurance portal, and digitizing payroll accounting. The solution also achieved 100% touchless hyperautomation of HR processes by applying a re-engineered, AI-first process that combined smart data capture, AI, RPA, and chatbots. Automating these processes would improve turnaround times, reduce errors, and eliminate the manual processes that were stymying the teams’ abilities to focus on value-added activities.

In addition, the employee experience and compliance elements were improved with use cases such as Employee Appraisal Conversational Assistant, Employee State Insurance Registration, the Embark Assistant, and travel and expense fraud detection. These features added flexibility and security while enhancing the customer experience through automation, quick responses to queries, and real-time fraud prevention.

Outcomes

This AI-driven approach generated a total business value of approximately $25 million due to operational savings in the form of efficiency and productivity gains. Background document verification speed increased 10x, payroll turnaround times reduced by 98%, and productivity doubled while maintaining 90% accuracy of data extraction. Meanwhile, the automation in this award-winning solution helped reduce employee onboarding times from 7-8 days to 3-4 days and eliminated many repetitive tasks, enabling HR teams to focus on more-strategic tasks while transforming the employee experience touchpoints.