Customer Service Automation
Nortura needed a multilingual HR support channel that could answer employee questions around the clock for office and factory workers without compromising data security or answer quality.
Reported impact
Nortura expanded around-the-clock HR support, lowered the barrier for employees to ask questions, improved answer consistency, and freed HR teams and managers to spend more time on higher-value employee support.
Nortura and Capgemini turned the company's HR handbook into Nora, a multilingual generative-AI assistant available on laptops and mobile devices 24/7. The implementation started with a demo and then loaded the full HR handbook so the chatbot could answer policy questions, interpret tables, handle follow-up questions, and link users directly to the relevant handbook pages. Capgemini and Nortura ran several super-user test phases, updated handbook content continuously, and tuned the assistant's tone so responses stayed polite, consistent, and aligned with company policy. The rollout emphasized change management and accessibility for factory and office workers with different language backgrounds, while public-data labeling and compliance controls protected sensitive information. After launch, the team extended the same architecture with health, safety, and environment data in Nora 2.0.
HR handbook content is loaded into Nora, which interprets policy text and tables, answers employee questions in relevant languages, and returns direct links to the supporting handbook pages on laptop and mobile channels.
"Nora is available to all 4,500 employees anytime, anywhere, and in all relevant languages. The AI assistant answers about 50 questions per day."
"Since the initial launch, the project team has created Nora 2.0 by adding health, safety, and environment (HSE) data into the solution."
"The first step was to create a demo and begin to build it with the company's entire HR handbook, enabling the solution to answer any HR questions."
"The solution needed to integrate all content from the employee handbook, interpret tables, support follow-up questions and deliver direct links to relevant handbook pages based on user queries."
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Scoring methodology
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Traceability
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Nortura is a large Norwegian industry group with 30 production units and approximately 4,600 FTEs. Hovedkontor Postboks 360, Økern, 0513 Oslo.
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