DRYiCE Lucy and DRYiCE OptiBot

Transforming the Digital Workplace at Mondelez International : An exclusive case study by IDC

Leading Analyst firm, IDC has featured DRYiCE and Mondelez partnership in an exclusive case study. This partnership focuses on modernizing Mondelez’s workplace by deploying DRYiCE products that are powered by the latest technologies.

Mondelez had a fragmented and local workplace team that was complex and costly to run. They recognized the requirement for overhauling their workplace to support their new strategic transformation plan that focuses on:

  • Accelerating consumer growth
  • Driving operational excellence
  • Building a winning growth culture

Mondelez chose DRYiCE Lucy and DRYiCE OptiBot, in addition to other HCL offerings, to spearhead their digital transformational journey. DRYiCE crafted an industry-leading business-aligned transformation approach to digitize Mondelez’s employee landscape powered by below offerings:

MIA | The Intelligent Helpdesk Chatbot

Based on Lucy, a Cognitive Virtual Assistant, the solution transformed Mondelez IT helpdesk by streamlining and automating manual and time-intensive workflows.

FixMyPC | Self-Help, Self-Heal

Fix My PC, powered by OptiBot is a one-stop shop that aggregates multiple solutions and empowers end-users with self-help and self-heal capabilities. It essentially minimizes calls to the IT support function by pre-emptively resolving various commonly occurring issues through unassisted automation.

These solutions in tandem with other HCL offerings improved end-user experience and enlarged employee productivity. Mondelez also experienced:

  • CSAT score increased from 74% to 98%
  • First call resolution jumped from 78% to 88%
  • 20% of help desk tickets were resolved by Lucy
  • Higher operational efficiency
  • Reduced turnaround time


Download the case study to read the complete customer journey


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