The integration of Generative AI has proven to be an invaluable tool in one top food and beverage leader’s mission to deliver meaningful connections and exceptional service, reinforcing the company’s commitment to customer and partner excellence.
The Challenge |
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| This global leader in coffeehouse and roastery experiences, sought to explore meaningful applications of Generative AI across the enterprise. A key opportunity emerged within their Human Resources (HR) function, where thousands of employees routinely submitted inquiries regarding benefits, policies, and workplace support. Manual responses through traditional HR channels were time-consuming, costly, and often delayed. | |
Our Approach |
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Validating High-Impact GenAI Use Cases: To explore strategic applications of Generative AI across the enterprise, The AES Group had to execute a series of proof-of-concept initiatives. These initiatives focused on identifying high-value opportunities where GenAI could enhance operational efficiency, employee support, and internal processes. Establishing Scalable GenAI Architecture: In support of this company’s long-term digital transformation goals, The AES Group developed a reference architecture for scalable GenAI deployments. This framework ensured alignment with this company’s technology stack, data privacy requirements, and operational governance models. Enabling Conversational HR Support: One of the first GenAI solutions implemented was a Conversational AI HR Helpdesk. This intelligent chatbot, powered by large language models, enabled employees to self-serve a wide range of HR queries, including benefits, leave policies, onboarding, and internal mobility. Optimizing Knowledge Retrieval: Discovery sessions were conducted with HR stakeholders to identify and prioritize frequently asked questions. Based on these findings, foundational models were fine-tuned using Starbucks’ internal HR documentation, FAQs, and standard operating procedures. Embedding Human Oversight: A human-in-the-loop feedback system was introduced to continuously review and refine chatbot responses. This ensured that the helpdesk delivered contextually accurate and policy-compliant answers across a variety of HR use cases. Deploying Flexible Cloud Infrastructure: To support real-time performance and future scalability, The AES Group implemented a robust cloud-based infrastructure. This foundation supports continuous model updates and rapid deployment of additional GenAI solutions across other business functions. |
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Our Outcomes |
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Reduced HR Ticket Volume: The implementation of the Generative AI-powered HR Helpdesk led to a substantial reduction in Tier 1 HR support tickets. By automating responses to frequently asked questions, Starbucks minimized the need for manual intervention, enabling HR teams to focus on more complex issues. Improved Support Availability: With 24/7 access to the AI-driven helpdesk, employees gained immediate assistance for HR inquiries. This enhancement in accessibility significantly reduced wait times and provided greater flexibility for a distributed and diverse workforce. Enhanced Information Accuracy: By leveraging trained language models and curated internal content, the AI helpdesk consistently delivered accurate and up-to-date HR information. This ensured uniform communication across the organization and reduced confusion caused by inconsistent responses. Established GenAI Foundations: The solution served as a foundational deployment for future Generative AI initiatives. Built on AES Group’s reference architecture, the platform provides a scalable framework for additional use cases across operations, customer service, and enterprise functions. |