Key results
The company
Hitachi Energy
hitachienergy.comSustainable energy systems and power grid infrastructure for utilities and industry.
Result highlights
- Projected $7.7M savings over 3 years
- Projected $3.2M savings for IT and HR
- 26k hours saved via automation
- 88% of users find virtual agents helpful
- 68% of users report time savings
- 25% reduction in service desk requests
The story
A global energy technology leader employing 50,000 people across 140 countries to advance sustainable electrification.
Employees navigated four separate service portals and complex legacy systems that slowed down incident resolution. Low process automation rates forced the service desk to handle high volumes of manual support requests, creating significant operational bottlenecks.
The organization consolidated four fragmented portals into a single employee center and embedded a generative AI virtual agent directly into Microsoft Teams. This integration allows staff to resolve IT, HR, and finance queries through self-service chat that supports 17 languages and automatically summarizes knowledge articles. A three-month pilot validated high-impact use cases like incident summarization before a full rollout to the entire workforce.
Scope & timeline
- Pilot rolled out in 3 months
- 50k employees using AI search
Quotes
“The pilot completed on time, and we achieved user satisfaction ratings of over 88%.”
Implementation partner
Accenture
accenture.comDefined strategy, targets, and delivery for Hitachi Energy's AI-powered support transformation.