It’s a chatbot called Dil Se, a phrase that means “from the heart”. It operates as a 24/7 helpdesk and a really effective communications tool.

Accessible by all of our employees, usually via WhatsApp messages on their mobile phones, Dil Se is there to answer questions and to pass on important updates on such things as Covid support, policies and safety.

It has gone down very well with staff, and even with their families, as much of the messaging is fun, designed to engage with employees and bring them together.

Since joining the HR team in February 2021, Dil Se has answered tens of thousands of queries, resolving issues at high speed.

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