Yum! Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 55,000 restaurants in more than 155 countries and territories under the Company’s concepts – KFC, Taco Bell, Pizza Hut and the Habit Burger Grill. The Company’s KFC, Taco Bell and Pizza Hut brands are global leaders in the chicken, Mexican-style food, and pizza categories, respectively.
Yum! Brands recognized that the Oracle Digital Assistant (ODA) could be a core part of managing missed and unreported hours at a store level and used Occamonics to design, integrate and implement the solution.
This meant removing the reliance on call-center agents and allowing managers to enter time for their employees within ODA. To successfully do this it was necessary to mesh a series of custom components, BI reports, and API calls. Added verification layers for hours/time being submitted to payroll while creating element entries and SR for the help desk for later follow-up. The result was the ability to customize a conversation that can trigger quick calls to existing hours worked, absence balances, and payroll frequencies. The conversation is stored and managed within the SR.
In the words of Sam Poindexter of Yum! Restaurant Services;
“We needed to modernize and automate a formerly lengthy process. We’ve removed the reliance on human intervention and time zone restraints into a one-stop shop for managers to get their employees paid within a significantly shorter turnaround time 24×7. We have had a 95.10% success rate using ODA conversations and a 95% reduction in phone calls to the help desk”
“Through developing a conversational interface that lets our employees self-serve this transaction, we have saved over 80 hours of the Payroll team’s time every month.”
Mike Spalding, HR Technology/People Systems, ITSS
