Subramanyam Putrevu is the CIO of MindTree Consulting in Bangalore. He is an alumnus of IIT Madras.
MACI is Mindtree’s in-house developed chatbot which provides information on questions related to HR policy. MACI is trained to answer simple policy- and process-related queries in areas like leave, not in office, performance management, expense claims etc., and is intelligent enough to answer them in the user’s context. It also helps employees with actions like approvals of expense, leave, not in office requests and enable users to apply for leave/not in office through the chatbot interface. MACI is powered by Mindtree’s own platform called MindFlow.
With the chatbot, there has been reduction in the calls/ticket volumes for HR helpdesk and that has helped optimize the helpdesk workforce. Chatbot statistics, and quick feedback features have been great tools for the enabling teams to gauge the happiness quotient of employees on the appropriateness of responses. This goes back as input to the policy team and helpdesk workforce as inputs to improvise and improve.