Customer Story:

MTA PeopleSoft Insight Chatbot

DIGITAL ASSISTANT USING CONVERSATIONAL INTERFACES
WITH CHAT, VOICE AND TEXT TO ACCESS PEOPLESOFT

Company Profile

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.

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Ask the Chatbot:

Vacation days balance

How many vacation days do I have?

What are my remaining sick days?

How many sick hours do I have?

Personal hours balance

How many frozen hours do I have?

What is my Comp balance?

How many floater hours do I have?

Timecard details on hours worked

Show me my time card for this week?

Show me the time card for last week?

Challenge

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.

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David Buch
Senior Products Manager

David, our Senior Products Manager, is a highly experienced professional specializing in product definition, innovations, and development, with broad customer understanding, and skillful people management. He has over 20 years of R&D work experience, and continues to excel in his expertise. Before starting his career, David attended Bar-Ilan University where he studied computer science and economics. When he is not working, David enjoys spending his time as a professional tuba player joining symphony orchestras and chamber ensembles.

Elizabeth Pearl
Relationship Manager

A Relationship Manager, but a teacher by degree, Elizabeth is passionate about technology and always seeks to educate and improve the lives of others. During her years as a teacher, Elizabeth learned valuable skills that she applies to everyday life and her role at AuraPlayer: active listening, organization, preparation, and clear communication. Elizabeth is originally from the United States but currently resides in England. In her spare time, she loves exercising, spending time with her family and friends, and playing volleyball.

Nathalie Wasserman
CFO & Operations Manager

Natalie is proud to be AuraPlayer’s Operations and Chief Financial Officer. She takes pride in her work, and loves being a part of the AuraPlayer family. Prior to working at AuraPlayer, Nathalie worked at various companies as an accountant. She attended the University College London (UCL), where she graduated with a Bachelor’s Degree in economics and business. She then went on to pursue a Master’s degree in Political Economies in Eastern Europe. 

Gwen Edwards
VP Business Development

An expert in helping businesses seize their potential and grow, Gwen is committed to take AuraPlayer to the next level. With over 30 years of experience in the high technology sector and working with Fortune 500 companies, she works as an advisor for growing businesses to help enhance their value and reach their business objectives. She’s a dynamic member of our team, leveraging her sales and marketing, and P&L experience to our current and future product suite.

Gwen also serves on a several private company boards in Silicon Valley, and is an active member of the angel investment network, Golden Seeds.

Yossi Nakash
CTO & Co-Founder

A true developer, Yossi has been developing and coding in Java / J2EE, C++, .Net, and C# for over 15 years, focusing mainly on the RD side of things. Entering the Oracle World about 5 years ago, Yossi immersed himself in the world of Oracle SOA, Weblogic, ADF and ADF Mobile, as well as the Java side of things.

Prior to joining Mia to found AuraPlayer, Yossi held the role of RD team leader at RadView and was a Java developer at Motorola.