Tata Consultancy Services - Innovative Use of Technology in Human Resources
Name of Organization / Company: Tata Consultancy Services
Category: Award for the Innovative Use of Technology in Human Resources > Other Service Industries
Entry Title: Redefining recruitment experience through TCS Intelligent Virtual Assistant
INTRODUCTION AND OBJECTIVE
The explosion of Digital technologies has made the technology landscape increasingly complex. To stay ahead in this disruptive age, TCS a US $22B organization with 469K+ employees in 46 countries embarked on a strategic initiative of redefining entire recruitment landscape with the following major objectives:
•Introduce-agility-in-the-recruitment-process.
•Redefine-recruitment-experience-for-candidates-through-virtual-intelligent-assistant.
•Enable-volume-hiring-and-simultaneously-improve-quality-of-hire.
•24*7-online-assistance-to-candidates-for-query-resolution.
•Overcome-bias-in-recruitment
•Provide-a-world-class-user-experience-at-every-touchpoint
•Improve-recruitment-turnaround-time-by-automating-redundant, manual, time-and-sequence-dependent-tasks.
TCS set on redefining the recruitment experience by harnessing the potential of AI & ML and introduced REXA® - an Intelligent Assistant to disrupt the dynamics of recruitment & provide best-in-class recruitment experience. Visualizing the future of recruitment and bringing those ideas to life was the biggest challenge-
•Transition-from-legacy-physical-recruitment-to-Virtual-recruitment-Model
•First-of-its-kind-solution-for-a-global-organization-present-in-46-countries-keeping-the-trust, security, brand value and legacy of TCS intact.
•Create-an-Integrated-solution-for-all-level-of-talents-from-freshers-to-experienced-applicants.
•Train-the-system-with-unbiased-data-and-develop-algorithms-that-can-be-easily-explained-and-overcome-the human-and-algorithmic-biases.
SOLUTION
REXA® Intelligent Assistant is a breakthrough recruitment solution packed with following features:
•Intelligent-Assistant-for-Candidates
oEngagement-BOTS: Action-based-engagement-chatbot for pre/post offer, campus & insourcing candidates. It provides 24*7-online-assistance before and after offer-roll-out to lateral hires as well as freshers, answers-FAQs about the job and the application-process and reduces human-dependency. It also creates and maintains reports-and-dashboards of conversations for future-reference.
oApplication-Processing: Through CV-extraction, auto-populates the online-application.
oOn-Boarding-Pass: Generates candidate specific QR-code for on-boarding/Induction.
•Intelligent-Assistant-for-TCS-Recruitment-team
oJD-Augmentation: Curates job-description by crawling through web-content & internal repository. Enables one click-posting to job-portals through API-integration.
oTalent-Insights: Output from all the input gathering models/algorithms like Personality-Predictor,-Pose-Detector,-Emotion-Detector, to add contextual-knowledge & prepares detailed evaluation feedback-report.
oCV-Extractor-&-Ranking: Based on Job-Description, sorts of CVs and ranks the profiles.
oInterview-Scheduler: Automated-intuitive-interview scheduling through machines
oFace-Recognition: Authentication through facial-recognition to avoid fake-candidature.
oIntelligent-Output-Generator: Assessing soft-skills during the video-interview-and-auto-populating evaluation-sheet through systems.
oSourcing-Tools: Creates Utility-Tools for Sourcing-Teams to increase-efficiency-&-speed.
(Currently-REXA®-has-been-deployed-partially – Engagement-BOTS)
TECHNICAL ASPECTS
With primary focus on user experience, exponential scalability, fault resistance, analytics, and responsiveness, TCS is redefining and automating the entire recruitment process starting from providing online assistance to all the stakeholders involved across all the touch points. REXA® was a result of collaboration of various languages, tools, and frameworks such as Angular JS/Angular, Bootstrap, Google Dialogflow.
•Artificial-Intelligence: Harnessing intelligence to simulate human conversation through texts and natural language. This has been made possible by leveraging Natural Language Processing to provide far superior experience to candidates.
•Machine-Learning: Leveraging Machine Learning capabilities to offer standard responses to user, approx. 250K queries are trained and stored in Dialogflow. Self-learning capabilities coming as part of future upgrades to this solution.
•Chatbot Framework: Execute Business Logic after receiving Intents. The chatbot utilizes Google Dialogflow to maintain Knowledge base of questions and uses ML to improvise on the responses given to candidates. It is accessed via API’s from java code. The CV extractor, JD augmentation and other features use python and ML to give the best-in-class experience to users.
RESULTS
TCS through REXA®, has been a sensation and has created a huge disruption in the IT hiring Landscape. Some of the key benefits achieved till date are:
•Achieved 100%-virtual-onboarding of over 8,000 freshers across India,-US-and-Europe in Q2FY21.
•Onboarded 12,000 trainees in Q3FY21. Including laterals, remotely interviewed 130K+ candidates, giving them a seamless experience.
Hard-Savings:
•Approximately 3,75,000 recruiter-hours-saved.
•INR 21Cr (approx.-US-$3m) saved until end of Nov’20 across 4 geographies.
•Anticipated saving of 23K+ Candidate-Hours in near-future.
•Tentative reduction of 18Cr. external-costs associated with recruiting-agencies and job-portals for maintaining-database.
Statistical:
•208K+ unique-sessions with 341K+ queries-seamlessly handled by virtual-assistant
REXA® has played a vital role in recruitment process during the COVID-19 pandemic by onboarding 29K+ (Lateral-&-Freshers) new associates (till-date) virtually, strengthening TCS brand image. It handled approximately 2500 queries per day since the time registrations were announced for India fresher hiring. An exponential increase of around 134% month on month was recorded in bot usage by candidates post offer release in the last 2 months – Sep & Oct, since it was first launched in Mar’20.
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