GRC Chatbot

We are team Beyond Border

A new way to streamline compliance processes through advanced intelligence

Project Goals

The Microsoft Mixed Reality GRC team seeks an integrated and centralized platform to reduce operational overhead, increase efficiency, and improve overall usability.

Problem / Opportunity

Increased Request Volume

Mixed Reality GRC is experiencing an increased volume of GRC requests, and they need to streamline this process to avoid delays in solving the issues.

Lack of Knowledge in GRC

With their current practice, there is a lack of knowledge of compliance, governance, and risk related processes between other employees and the GRC team.

Difficult Usability of ServiceNow

Employees are not familiar with the ServiceNow platform, especially first-time users.

Our Solution

Our solution is creating a ServiceNow Chatbot to provide a better experience interacting between Microsoft employees and the GRC team.

To understand the problem context and pain points, we conducted several interviews with the Compliance engineers. Knowing their existing issues, we quickly drafted some user cases using a Miro board. With multiple iterations on the user scenarios, we started developing them using the ServiceNow platform.

On the right, we included a demo video to explain this better.

User Research

Our team met with the Microsoft Mixed Reality team on a weekly basis and conversed extensively to understand their existing processes and pain points with the existing setup and understand their current practices. Our team then designed the OKRs and presented our business logic to each chatbot feature with the GRC team and recorded their feedback.

Our Key Findings:

The GRC team currently avails emails as their mode of communication for service requests.
GRC team is looking for a conversational chatbot to give their users and compliance engineers a seamless experience in handling service requests.