The Product Learning and Development team at Tesco support thousands of colleagues each day, providing training materials and guidance on a wide range of topics. Due to legacy systems, colleagues were struggling to easily find the right learning content and the L&D team, with stretched resources, were unable to provide 1:1 coaching for all. Tesco were looking for a low cost, high value solution to better cater to their colleagues needs.
Using EBM, we designed and developed Tess, a 24-7 chatbot, allowing colleagues to ask questions and receive answers about learning and development, policies and systems at any time. Tess is integrated on every page of Tesco’s L&D SharePoint site so users can access her wherever they are browsing.
Tess is now trained to handle over 150 FAQs (with more being added each week) as well as allowing employees to follow more complex conversational flows to help them find the right information they need.
We trained the Tesco team to use EBM allowing them to monitor all interactions with Tess, through to editing and adding new content on a daily basis.
“The EBM team share the same passion as we do, keeping the customer at the heart of everything we do. Although the functional side of a chatbot and how it’s integrated into your business is vital for it to work, the team never lose focus on what really matters, which is the person interacting with the bot.
The EBM console is easy to use and the customer-influenced roadmap for enhancements keeps it moving forward. We are proud of the colleague-facing chatbot we have created with EBM and have plans to have the bot answering a wider range of queries in the future.”
Capability Manager | Tesco PLC