Empowering HR for a Market Leading Islamic Finance House in the Middle East

Our Client

Our client is a pioneering financial institution in the Middle East, established in the late 1970s as the first of its kind to operate in full compliance with Islamic Sharia principles. Over the decades, it has grown into a major player in the global Islamic finance sector, offering a wide spectrum of ethical and Sharia-compliant services across banking, investment, trade finance, and real estate.

With a strong foundation in Islamic values and a commitment to innovation, the organization serves a diverse client base that includes individuals, businesses, and institutional investors. Its leadership in the Islamic banking industry has positioned it as a trusted partner for financial growth and long-term value creation.

Major Challenges

Like many large enterprises, the client experienced a surge in routine HR service requests that were impacting operational efficiency and employee satisfaction. The absence of a centralized, intelligent support system led to repetitive workloads, longer response times, and a fragmented user experience across HR touchpoints.
Key challenges included:   

• High volume of repetitive queries such as leave balances, policy clarifications, and document requests slowed down HR operations. 
• Lack of instant, reliable answers created frustration and disengagement among employees seeking quick resolutions.
• Existing automation tools provided static responses without understanding user context, intent, or history.
• HR policies, FAQs, and forms were spread across emails, intranet pages, and shared drives, making access difficult and time-consuming.
• Employees had to rely on emails or offline forms for employment letters and salary certificates, leading to long processing times and no real-time tracking.
• Employees used multiple channels—email, HRMS, chat tools—for different needs, resulting in confusion and inconsistent experiences.
• There was no single interface for employees to initiate and track HR requests across categories.
• Employees couldn’t easily track the status of their queries or document requests, requiring manual follow-ups and delays.

These challenges clearly indicated the need for a smarter, more integrated HR self-service experience that could deliver fast, personalized, and consistent support through a unified AI-powered interface.

How Conneqtion’s RAG Solves Business Problems 

Conneqtion designed and deployed a contextual HR AI Agent powered by Oracle Generative AI, embedded within the client’s existing Oracle Digital Assistant and integrated tightly with Oracle Fusion. The solution leveraged Retrieval-Augmented Generation (RAG) capabilities to deliver accurate, personalized responses based on employee-specific attributes and internal HR policies.

• Context-Aware Chat Experience: The AI Agent authenticates with Oracle Fusion using secure key-pair-based API authentication. Upon successful login, it fetches user-specific profile data such as department, job grade, citizenship, and gender and stores it as session variables.
• Personalized Responses with RAG Intelligence: These session variables are dynamically passed into the RAG model, enabling the bot to tailor its answers to the individual employee. For instance, when an employee asks about leave eligibility, the bot provides a response that reflects their unique context (e.g., grade or citizenship), rather than offering a generic policy reply. 
• Oracle Fusion Integration: The entire solution is embedded within Oracle Fusion, allowing employees to access the AI Agent directly from their daily work environment without needing to switch platforms.
• Multilingual Support for Diverse Workforces: Understanding the client’s multicultural employee base, the AI Agent was built with Arabic language support in addition to English, ensuring inclusivity and broader usability across the organization.

By transforming static HR FAQs into intelligent, employee-aware conversations, this AI-powered RAG Agent streamlined policy access, reduced HR query volumes, and elevated the self-service experience for the client’s workforce.

Some Unique Features of the Solution 

• Context-aware responses based on employee role, grade, and profile attributes. 
• JWT token-based secure authentication integrated with Oracle Fusion. 
• RAG-powered HR policy answers that eliminate the need to search through lengthy documents. 
• Built-in multilingual support including Arabic, enhancing accessibility for a diverse workforce. 
• Embedded within Oracle Fusion, enabling seamless access from where employees already work. 

Key Contributors for Success 

• We leveraged Oracle’s full-stack ecosystem – Oracle Fusion, Gen AI Agents, and Oracle Digital Assistant to build a cohesive and scalable solution. 
• Our design approach prioritized user experience, ensuring the AI Agent was not only functional but enjoyable and intuitive for employees to use. 
• Cross-functional collaboration between business users, solution architects, QA teams, and HR stakeholders was instrumental in shaping a solution grounded in real-world use cases. 
• User feedback loops during testing and post-launch allowed for continuous iteration and rapid enhancements. 
• By aligning innovation with actual employee needs, the project set a strong foundation for future Gen AI initiatives within the organization.