MalaysiaFinance and insurance2024 – ongoingPermodalan Nasional Berhad
SuperApp assistant for internal HR policies
PNB reported instant HR answers after policy queries previously took 15 to 30 minutes
Problem
Employees searched lengthy HR policies or emailed colleagues for routine answers. PNB's HR chief said a simple question could take 15 to 30 minutes to resolve.
Approach
PNB launched its SuperApp in February 2024 using Azure OpenAI Service. Integrated with Microsoft Teams, it answered internal policy questions in natural language. PNB customized it to comply with internal guidelines.
Results
Takeaway
The reported benefit concerned access to policy answers. IT troubleshooting remained a planned extension.
Categories
- Industry
- Finance and insurance
- Business function
- Human resourcesInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described PNB's deployed HR assistant separately from its Copilot rollout. PNB's HR chief contrasted earlier searches taking 15 to 30 minutes with immediate SuperApp responses.
Full details are in the original sources.
