British American Tobacco
British American Tobacco
Implementation of chatbot consultant at British American Tobacco
About company
BAT is a leading consumer goods business, thanks to global portfolio of brands, a successful strategy and talented people. Purpose is to create A Better Tomorrow™ by Building a Smokeless World. Strategic aim is to migrate smokers from cigarettes to smokeless alternatives and become a predominantly smokeless business by 2035.
Key Challenges

BAT’s corporate portal hosts a knowledge base, including HR processes and documentations. However, since these documents were difficult to access, employees frequently directed their questions to the HR department, increasing the workload for HR specialists.


For the convenience of BAT employees and to enhance HR operations, it was proposed to implement a chatbot consultant for Microsoft Teams, developed as a turnkey solution.

During the project, iSystemz specialists processed over 500 regulations, creating a dataset for the knowledge base. HR instructions from the SharePoint portal were uploaded to the QnA Maker cloud service as question-answer pairs, with wording reviewed and necessary corrections made. The chatbot is integrated with the QnA Maker server, and internal business logic for responses is configured.

The chatbot considers the territorial affiliation of users, providing answers based on departmental information. The solution not only matches answers to free-text questions but also offers navigation through knowledge base sections.

Beyond its basic functionality of answering frequently asked questions, the virtual assistant also helps direct inquiries to the company's service departments.

Additionally, the solution includes detailed analytical reporting on all employee requests and collects statistics on user satisfaction with the chatbot's responses.

As a result, the chatbot has been successfully deployed in the customer's tenant. Every day, the virtual consultant receives 50-100 requests from company employees, leading to a 23% increase in HR service efficiency. iSystemz experts provided training, enabling BAT employees to manage the knowledge base independently.

Currently, iSystemz specialists are working on implementing functionality that allows for organising mass mailings on the SharePoint portal and enhancing the chatbot with application scenarios tailored for BAT's relevant departments.

  • 50-100
    Daily requests from employees

  • 3 specialists
    The project team

  • 23%
    Increase in the efficiency of the HR department

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