Business Case Studies, HRM / OB Case Study, Merge Healthcare, Right Sizing

Code : HRM0097

Year : 2026

Organization : 7-Eleven Inc.

Industry : Retailing

Region : Americas

Teaching Note:Available

Structured Assignment :Not Available

Abstract: 7-Eleven, a convenience store chain headquartered in the US, transformed its high-volume recruitment process by utilizing Rita, an AI-powered conversational hiring assistant. 7-Eleven which faced challenges with large-scale hiring needs and delays in the traditional recruitment process, launched Rita to automate interactions with the job applicant, interview scheduling, and communication processes. Rita helped the candidates receive immediate responses 24/7. This approach speeded up the hiring process at 7-Eleven’s company-owned stores. The AI agent also further helped the company reduce the store managers’ workload and reorganize the company’s recruitment pipeline.

However, the AI-led recruitment system also had various limitations and challenges. Some candidates shared their negative experiences such as cancellation of their interviews just before the scheduled time and scheduling inaccuracies within the AI system due to the lack of proper training for store managers. These challenges that emanated from the AI-driven recruitment process raised many concerns regarding applicant experience, operational coordination, and overdependence on automation tools. Should 7-Eleven scale Rita across its franchise stores despite these concerns?

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