Data & Innovation • Telecommunications • Microsoft
GenAI-powered HR query automation, seamlessly integrated
Discover how a leading telecommunications company in Argentina transformed its HR operations with an intelligent assistant, reducing manual inquiries by more than 50% and empowering thousands of employees directly within Microsoft Teams.
The Challenge: Fragmented knowledge and overloaded teams
One of Argentina’s largest telecommunications companies, with thousands of employees nationwide, faced a critical challenge: how to provide instant access to HR knowledge and policies in an efficient and scalable way. Their situation was defined by:
Manual processes and repetitive inquiries: The HR team spent excessive time answering the same questions, limiting their ability to focus on strategic priorities.
Limited access to information: Employees struggled to find updated policies and procedures, creating friction and inefficiency.
Low employee satisfaction: Delays in responses and limited self-service options negatively impacted the employee experience.
Lack of scalability: It was impossible to maintain high-quality service manually as the organization continued to grow.
An intelligent, scalable, and governed knowledge platform
In strategic collaboration with the client, we designed and implemented a cloud-native, AI-powered assistant that reinvented the employee experience.
The solution delivers secure, instant support directly within daily workflows on Microsoft Teams.
A Cloud-native intelligent assistant
Using Azure OpenAI and Azure Bot Services, we created a conversational assistant capable of understanding natural language and providing contextual, accurate responses.
With Cognitive Services and semantic search, the assistant retrieves highly relevant information from unstructured documents, transforming knowledge access.
Serverless, scalable, and efficient architecture
The backend was built on a serverless architecture with Cosmos DB, Azure Functions, and Static Web Apps. This approach ensures optimal performance, automatic scalability for thousands of users, and efficient cost management, with full observability through Application Insights and Log Analytics.
Governance and autonomy for the HR team
A key innovation was the administrative console, designed so that HR staff—without technical knowledge—could validate, curate, and update assistant content autonomously. This ensures information is always accurate and relevant, enabling true business readiness.
Security and responsible AI as a core principle
The platform was designed from the ground up following Microsoft’s Responsible AI principles. With encrypted data in transit and at rest, role-based access control via Azure Active Directory, and network isolation, we ensured maximum trust and transparency in a highly sensitive HR environment.
Key technologies used
Azure OpenAI
Azure Bot Service
Azure Cognitive Services
Azure Cosmos DB
Application Insights
Log Analytics
Azure Functions
Microsoft Teams
Strategic impact on productivity and organizational culture
Over 50% Reduction in Manual Inquiry Management
Intelligent automation of inquiries freed the HR team from repetitive operational tasks, allowing them to focus on higher-value strategic priorities.
Instant, Centralized Access to Knowledge
Employees now have 24/7 access to policies, procedures, and answers directly in Microsoft Teams, enhancing autonomy and decision-making.
Increased First Contact Resolution (FCR)
The accuracy and relevance of the assistant’s responses significantly improved resolution rates on the first interaction, reducing the need to escalate inquiries to human agents.
Employee Empowerment and Higher Satisfaction
By providing an efficient, user-friendly self-service tool, employee perception and engagement with the company improved significantly.
Scalable, Auditable Knowledge Platform
The solution not only addressed HR challenges but also evolved into a knowledge platform extensible to other business areas, with real-time analytics and full traceability.
Is your organization ready for the era of intelligent knowledge?
Transforming internal operations is no longer optional. Empowering teams with instant, governed access to information is key to productivity and agility.
At Nubiral, we design tailored AI solutions that solve complex challenges and generate measurable impact.
