The Purchase-to-Pay team unveiled their latest improvement to the ONE SRM help desk; GINI Bot, an automated chatbot designed to assist all indirect purchase-to-pay inquiries. GINI Bot stands for GBS Indirect Integrated Bot. The chatbot was a product of collaboration between the service demand team, the business team, and the development team. These three Siemens teams worked closely together to develop a chatbot that would serve all ONE SRM users in Canada and the United States.

Optimizing the ONE SRM help desk was a crucial step toward increasing user productivity and platform integration. Before GINI Bot was implemented to the help desk, a support team was responsible for assisting shoppers with indirect material orders and ONE SRM system requests. This support team consisted of real people who had to juggle multiple users and questions at once. When the ONE SRM help desk became flooded with a high volume of tickets, many users experienced delayed response times that hindered their productivity.

The Purchase-to-Pay team immediately recognized this situation as an opportunity for automation and that’s when GINI Bot came into the picture. The goal was simple. The help desk required automation to improve the support team’s average response time. GINI Bot became the help desk’s first line of assistance as the support team closely monitored its conversation with users. The chatbot’s main responsibilities included answering questions regarding purchase orders, shopping cart status, and training materials. The chatbot also linked to the ONE SRM wiki page where answers to frequently asked questions could be found. Additionally, GINI Bot is also connected with the AP Payton chatbot to provide users with additional invoice information. As a result, GINI Bot’s quick responses reduced the number of tickets submitted to the ONE SRM help desk.

All users were able to save more time and receive detailed information on specific processes, issues, and contacts in a timely manner. The best part about GINI Bot is that it constantly analyzes its user interactions with a feedback loop to improve the conversation quality over time.

For more information on GINI Bot Contact rajesh.rajendran@siemens.com