Case Study: Global Bank saves 15,000+ hours with North Highland’s intelligent HR virtual assistant

Global Bank saves 15,000+ hours with North Highland

The customer, a global bank, faced a challenge where employees were spending excessive time resolving routine HR queries, which strained resources and slowed resolution times. To provide a seamless employee experience, the bank engaged vendor North Highland to build an intelligent virtual assistant on an AI-ready platform, requiring a new operating model and content strategy.

North Highland implemented the solution by first analyzing HR data to prioritize high-volume queries and then building the platform's base functionality with a focus on global processes. The firm used an agile delivery framework and emphasized change management and capability transfer to the bank's internal team. The results included the resolution of over 100,000 HR interactions by the virtual assistant, saving employees over 15,000 hours annually and significantly reducing service center call volumes.