Sony saves 100 days of HR time with
Amber's Agentic AI
83%
84%
43
Business challenges
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Rapid growth: The Sony India team grew from a handful of employees reporting to the Singapore HQ to 3,000+ employees in two years, making individual HR touchpoints unsustainable at scale.
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Continuous listening gap: HR business partners met employees regularly pre-Amber, but covering the entire workforce population wasn't feasible. Real-time listening was not happening.
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Policy query overload: A high volume of routine HR, finance, IT, and procurement policy queries consumed significant HR bandwidth, leaving little time for strategic work.
At Sony, employee experience is not just a program; it is a part of our culture. Every week, I personally review the employee sentiment and the people-to-meet cases.
The Amber shift: From reactive HR to real-time action
Sony India deployed Amber as its always-on agentic AI layer; enabling HR business partners to move from calendar-bound check-ins to continuous, insight-driven employee engagement and instant answers to employee queries. Amber became what the team calls "an assistant who gives us the right picture at the right time."
🌐 Scalable, always-on listening
- Replaced infrequent HR meetups with continuous AI-driven conversations.
- Amber's empathetic, probing chat experience drove strong employee adoption.
- Younger employees appreciated that they're not reached out to when there is no need.
📊 At-risk identification and fast resolution
- At-risk employees get acknowledged within a day or two, so no employee ever feels they've spoken into a void.
- 141 at-risk cases were identified in the last year, with resolution time improving by 19 percentage points year-on-year.
- Silent people feature flags employees who haven't responded to surveys for months, equally important as PTM cases for proactive outreach.
🤖 Automated query resolution with AI Assist
- Queries across HR, finance, IT, and procurement are answered instantly by AI Assist. No human intervention needed.
- Unresolved queries are auto-assigned to a ticketing agent, keeping TATs within the internal SLA.
- HR gains visibility into the most-asked questions, enabling smarter policy rewrites for the broader workforce
🤝 Data-backed HR credibility
- Weekly Amber dashboard reviews with the Managing Director, with direct questions on PTM cases and resolution plans
- Monthly HR-business leader check-ins anchored by Amber dashboards, transforming HR recommendations from assumption to insight
- Managers view team-level sentiment dashboards — not individual chats — turning Amber into a trusted mirror for team pulse
Amber gives people a voice when they may not feel ready to speak up otherwise - and for us, that’s the most powerful part. I see AI not as tech, but as a tool for empathy at scale. That balance of data and humanity is what makes it work.
Key success drivers
- MD-level ownership - The Managing Director reviews Amber dashboards every Monday morning and actively questions HR, creating org-wide seriousness around the program.
- Rapid acknowledgment protocol - HR business partners acknowledge at-risk employee chats almost immediately, ensuring employees never feel they've spoken to "just a machine."
- Silent people tracking - Going beyond PTM alerts to proactively identify and reach out to employees who have stopped engaging entirely.
- Chat summaries for nuanced action - HR partners use Amber's chat summaries to read sentiment even on non-PTM cases, deciding when a human touchpoint is warranted.
- AI Assist for policy automation - Layering AI Assist on top of listening to handle high-volume policy queries with auto-assignment to ticketing agents for unresolved queries.
A story that stands out
When a high-risk employee on Amber's PTM list shared a detailed account of his grievances through the platform. When the HR business partner met him in person shortly after, the first thing the employee said was: "Implementing Amber was the best thing that has happened in Sony here in India”. This moment captures what Vinutha describes as Amber's quiet but powerful effect: being there when employees need to be heard, and making sure someone acts on it fast.
What Amber really delivers is action. We cannot think of not having Amber anymore. It’s doing a lot of our work, and it is giving an opportunity for the business partners to work in a more strategic way with the business teams.
Impact
By combining continuous AI listening, rapid PTM response, and policy automation through AI Assist, Sony India Software Center has built one of the most data-driven employee experience programs in the Sony Corporation globally.
- Attrition down to ~8% from 12.5% two years ago, with y-o-y improvement.
- 84% of policy queries resolved autonomously by Amber Automation
- 100 days of HR time annually with Amber Automation.
- eNPS of 43, engagement score of 84, mood score of 4.3 — reflecting a workforce that feels genuinely heard.
Hi, I'm Amber - your Chief Experience Officer. I talk to employees, reveal potential flight risks, and deliver insights on what truly matters to them.