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.
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.
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.