Treating employees like valued customers

LogMeIn is one of the world’s leading Software as a Service companies, providing solutions that empower the workforce, create simpler internal and external collaboration, and give better insights into customer journeys.

Challenge

With 4,000 global employees, the LogMeIn HR team faced the challenge of offering an excellent employee experience. As the company continuously expands, the HR team sought more effective and efficient methods to scale without compromising employee service levels. The team often encountered multiple repetitive questions, especially during the benefits open enrollment period for US employees.

“Historically we have experienced a 60-75% increase in inquiry volume during open enrollment that we just couldn’t get to,” said Susan Treadway, Senior Director, HR Operations at LogMeIn. “In the Fall of 2018, we needed to actively enroll over 2,000 employees in their benefits where every person had to take an action. We had new benefits and were using a different open enrollment system. Even working extended hours, our service levels had previously suffered, and these circumstances would bring enormous volume.”

To improve the employee experience, the HR team opted to extend their self-service knowledge database from the internal HR intranet to an artificial intelligence (AI)-based virtual assistant. The LogMeIn HR team turned to Genesys to learn how a chatbot could assist with handling FAQs.

Solution

Within a month of working with Genesys, the HR team launched “Benny,” an AI-based virtual benefits assistant, and marketed it internally to employees. Using a data-driven workflow, the HR team set out to track every inquiry that came into Benny to determine how it handled each question; if Benny couldn’t answer the question, it would then be escalated to the AskHR team.

After the initial training and setup, the HR team managed Benny internally without any need for additional technical assistance, as the Genesys DX Helpdesk dashboard and backend made it easy for them to run.

“The difference with Benny is that we can update and tweak it quickly if we see there is a need for new content,” said Treadway. “We can add a new article or modify an existing answer to better address a question in minutes and make it live.”

Results

Within the first month of launch, Benny had exceeded expectations and, over the course of the full 2018 open enrollment period, it handled 75% of inquiry volume — easily surpassing the 15-20% goal the HR team had initially set.

“We saw immediate results because you can monitor the performance in the AI dashboard in real time,” said Treadway. “Within the first couple of days after we introduced Benny, we sat waiting for the usual onslaught of email inquiries, but it didn’t happen.”

Since Benny’s launch, the HR team has evolved the platform to move beyond the US and deploy it within 12 countries. The AI virtual assistant:

• Answered 1,458 questions during the 2018 US open enrollment period with only 460 questions requiring escalation to the AskHR team for greater personalized attention.
• Provides improved employee experience with 24/7 convenient access, immediate accuracy and relevant answers.
• Allows HR team members to handle more complex questions faster.
• Handles ad hoc HR initiatives and questions from Massachusetts-based employees regarding the state’s Paid Family Medical Leave benefit.
• Supports year-end performance coaching processes, including annual reviews, merit increases and bonus cycles.
• Provides information on benefits and payroll specific to each country by understanding geographical differences.