The MTA ChatBot will be able to reduce call center volume, increase employee satisfaction, and gain
productivity by using ChatBot technology to extend PeopleSoft applications to employees’ mobile
phones. MTA will be able to work more efficiently by shifting HR workflows such as net pay, W2
inquiries, leave balances, and time cards to chat applications running on employee-owned devices.
“We have embarked on an effort to modernize our IT infrastructure. With mobile capabilities, we can empower our employees and improve customer service ”
Carolyn OrtegaChief of Enterprise Applications New York MTA
As one of the world’s largest transit authorities, NYC
Metropolitan Transit Authority was looking to reduce call
center volume and connect 40,000 employees of all
backgrounds and demographics to the existing HR back office
application in PeopleSoft. They wanted an intuitive interface to
interact with the workers that would not require extensive
technical training to operate. They decided to leverage
ChatBot technology so employees could use natural language
to interface with the application using AI technology
Currently MTA employees are able to remotely access limited
information from the HR system. Many find it hard to locate
exactly what they are looking for, so they end up contacting
the call center to speak to a live agent. This new ChatBot will
revolutionize the way employees can interact with the system.
They could now have a personalized HR assistant where they
could request vacation and sick days, gain visibility onto their
leave balances and even see their work hours all on their
mobile phones. In addition, the chat application could answer
questions on W2 availability and net pay to reduce call volume
of veteran employees needing information from the HR call
center. Since the Chatbot can communicate with them in
natural language, it will not require training to utilize the
application and they can jump right in. This will dramatically
increase employee productivity and satisfaction
Solution
Using a patented solution called AuraPlayer, MTA was able to extend the PeopleSoft HR application as
Microservices without redevelopment of the underlying application. Today employees seamlessly get
answers to their basic HR inquiries in an intuitive way no matter where they are, using their voice or IM
by simply “conversing” with PeopleSoft. Using natural language logic, it can successfully answer such
questions as "vacation days balance", "remaining sick days", "time card for this week" and many
others. Now BSC employees can get answers to their requests from any device, in any location,
instead of waiting on hold or coming into the office.
Client's Benefits
• Extended value of PeopleSoft.
• Increased ROI by reducing call center overhead.
• Immediate two-way employee communication.
• No redevelopment cost – uses existing infrastructure.
• Improved employee engagement
with faster, accurate conversational technology.
About AuraPlayer
AuraPlayer brings a new level of agility
and mobility to back office systems
including Oracle Forms, EBS, Peoplesoft
and JDE with low-risk, flexible, automated
solutions without redevelopment.
The patented solution allows developers
to wrap their existing back office
applications as Microservices to plug into
any user interface or device, without the
need for a cumbersome Java applet or
complex infrastructure. Allowing
customers to begin their digital
transformations while leveraging existing
investments.