NetherlandsLogistics and transport2026 – ongoingProRail
Charlie HR knowledge assistant with service-desk handoffs
ProRail's Charlie HR assistant answered 95–98% of test questions correctly, according to Blis Digital
Problem
Employees still struggled to find answers after ProRail reorganized its HR portal. Questions about information already available online added to the HR service desk's workload.
Approach
ProRail built an initial proof of concept with Copilot Studio. Blis Digital connected the assistant to live chat and Microsoft Dynamics ticketing. Charlie searched the HR portal and handed unresolved conversations to HR staff or created follow-up tickets. The system entered a working pilot.
Results
Takeaway
Testing led the team to fill gaps in the underlying HR content. Employee time savings and service-desk workload reductions were still being measured.
Categories
- Industry
- Logistics and transport
- Business function
- Human resourcesInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Blis described a working HR chatbot pilot with live-chat and ticketing handoffs. It reported 95 to 98 percent correct answers from scenario testing involving users and HR experts.
Full details are in the original sources.
