Making HR Intelligent and Conversational at Workline
Making HR Intelligent and Conversational at Workline
How Darwinbox Achieved 85% Faster Onboarding with Beacon.li
Workline is a modern HRMS platform built to deliver personalized employee experiences at scale. Through its partnership with Beacon and the adoption of Beacon’s AI orchestration layer, Workline transformed its platform into a conversational, intelligent HR ecosystem to make everyday HR interactions faster, smarter, and more intuitive.
We plan to fully automate our Enterprise HCM Support with Beacon, we are already halfway there!
We plan to fully automate our Enterprise HCM Support with Beacon, we are already halfway there!
We plan to fully automate our Enterprise HCM Support with Beacon, we are already halfway there!
Sai Kiran M
Sai Kiran M
Sai Kiran M
CEO, Workline
CEO, Workline
CEO, Workline
60%
reduction in support tickets
reduction in support tickets
reduction in support tickets
80%
80%
80%
automated resolution of repetitive queries
automated resolution of repetitive queries
automated resolution of repetitive queries
The Challenge of Scaling Personalized HR Experiences
The Challenge of Scaling Personalized HR Experiences
The Challenge of Scaling Personalized HR Experiences
Workline’s unique proposition—tailored experiences for each client—began to stretch under the pressure of scale. Delivering a personalized UI without compromising performance or speed became a bottleneck.
1. Inefficient Access to Information
With over a million users across diverse organizations, employees had to navigate through multiple pages to access routine HR information such as payroll, tax deductions, or leave policies. This led to frustration and an increased dependency on HRBPs for basic queries.
2. High Volume of Repetitive Support Queries
Repeated employee queries for common issues created a burden on HR and support teams, with many tickets being raised for queries that could have been resolved with self-service.
3. Limited Real-Time Analytics
Decision-making was hindered by fragmented access to analytics. Workline needed instant, actionable insights into employee behavior, mood, engagement, and system usage to power better organizational decisions.
4. Remote Work Disconnect
The pandemic-induced shift to remote work increased the need for a virtual HR presence that could maintain employee connection, engagement, and support at all times, regardless of location.
Workline’s unique proposition—tailored experiences for each client—began to stretch under the pressure of scale. Delivering a personalized UI without compromising performance or speed became a bottleneck.
1. Inefficient Access to Information
With over a million users across diverse organizations, employees had to navigate through multiple pages to access routine HR information such as payroll, tax deductions, or leave policies. This led to frustration and an increased dependency on HRBPs for basic queries.
2. High Volume of Repetitive Support Queries
Repeated employee queries for common issues created a burden on HR and support teams, with many tickets being raised for queries that could have been resolved with self-service.
3. Limited Real-Time Analytics
Decision-making was hindered by fragmented access to analytics. Workline needed instant, actionable insights into employee behavior, mood, engagement, and system usage to power better organizational decisions.
4. Remote Work Disconnect
The pandemic-induced shift to remote work increased the need for a virtual HR presence that could maintain employee connection, engagement, and support at all times, regardless of location.
Workline’s unique proposition—tailored experiences for each client—began to stretch under the pressure of scale. Delivering a personalized UI without compromising performance or speed became a bottleneck.
1. Inefficient Access to Information
With over a million users across diverse organizations, employees had to navigate through multiple pages to access routine HR information such as payroll, tax deductions, or leave policies. This led to frustration and an increased dependency on HRBPs for basic queries.
2. High Volume of Repetitive Support Queries
Repeated employee queries for common issues created a burden on HR and support teams, with many tickets being raised for queries that could have been resolved with self-service.
3. Limited Real-Time Analytics
Decision-making was hindered by fragmented access to analytics. Workline needed instant, actionable insights into employee behavior, mood, engagement, and system usage to power better organizational decisions.
4. Remote Work Disconnect
The pandemic-induced shift to remote work increased the need for a virtual HR presence that could maintain employee connection, engagement, and support at all times, regardless of location.
How Beacon Turned HR Operations Into HR Conversations
How Beacon Turned HR Operations Into HR Conversations
How Beacon Turned HR Operations Into HR Conversations
With decades of collective HR experience, Workline's team recognized that solving these challenges required more than just automation—it required intelligence, personalization, and scale. That’s where Beacon came in.
With decades of collective HR experience, Workline's team recognized that solving these challenges required more than just automation—it required intelligence, personalization, and scale. That’s where Beacon came in.
With decades of collective HR experience, Workline's team recognized that solving these challenges required more than just automation—it required intelligence, personalization, and scale. That’s where Beacon came in.
AI Copilot at the Core of the Platform
Beacon’s AI Copilot was embedded as a 24/7 virtual HR assistant capable of Instantly answering employee queries using real-time context and it can Guide users through workflows with in-product walkthroughs.
Universal Natural-Language Search
A powerful AI-driven search interface was introduced across the platform. Employees could access payslips, policies, claims, leave balances, and other HR data using simple keywords or natural language, without navigating multiple pages.
Workline Lite: Unified Intelligent Homepage
A redesigned “Workline Lite” homepage brought together AI Copilot, Universal Search
and High-frequency HR widgets. Managers could now complete approvals, expense claims, regularizations, and other tasks directly from a single interface without navigation frustrations.
AI as the Source of Truth
Beacon was trained on real product logic and live interactions to understand UI components, triggers, and backend responses while delivering up-to-date guidance and eliminating dependency on manually maintained knowledge bases.
Zero-Dev-Effort Integration
Beacon was deployed with just a single line of code—no backend changes or APIs required. It operated using front-end behavior and logic, ensuring rapid rollout and minimal engineering overhead.
Zero-Dev-Effort Integration
Beacon continuously learns from user interactions and software updates, ensuring the AI experience evolves alongside Workline’s product enhancements.
AI Copilot at the Core of the Platform
Beacon’s AI Copilot was embedded as a 24/7 virtual HR assistant capable of Instantly answering employee queries using real-time context and it can Guide users through workflows with in-product walkthroughs.
Universal Natural-Language Search
A powerful AI-driven search interface was introduced across the platform. Employees could access payslips, policies, claims, leave balances, and other HR data using simple keywords or natural language, without navigating multiple pages.
Workline Lite: Unified Intelligent Homepage
A redesigned “Workline Lite” homepage brought together AI Copilot, Universal Search
and High-frequency HR widgets. Managers could now complete approvals, expense claims, regularizations, and other tasks directly from a single interface without navigation frustrations.
AI as the Source of Truth
Beacon was trained on real product logic and live interactions to understand UI components, triggers, and backend responses while delivering up-to-date guidance and eliminating dependency on manually maintained knowledge bases.
Zero-Dev-Effort Integration
Beacon was deployed with just a single line of code—no backend changes or APIs required. It operated using front-end behavior and logic, ensuring rapid rollout and minimal engineering overhead.
Zero-Dev-Effort Integration
Beacon continuously learns from user interactions and software updates, ensuring the AI experience evolves alongside Workline’s product enhancements.
AI Copilot at the Core of the Platform
Beacon’s AI Copilot was embedded as a 24/7 virtual HR assistant capable of Instantly answering employee queries using real-time context and it can Guide users through workflows with in-product walkthroughs.
Universal Natural-Language Search
A powerful AI-driven search interface was introduced across the platform. Employees could access payslips, policies, claims, leave balances, and other HR data using simple keywords or natural language, without navigating multiple pages.
Workline Lite: Unified Intelligent Homepage
A redesigned “Workline Lite” homepage brought together AI Copilot, Universal Search
and High-frequency HR widgets. Managers could now complete approvals, expense claims, regularizations, and other tasks directly from a single interface without navigation frustrations.
AI as the Source of Truth
Beacon was trained on real product logic and live interactions to understand UI components, triggers, and backend responses while delivering up-to-date guidance and eliminating dependency on manually maintained knowledge bases.
Zero-Dev-Effort Integration
Beacon was deployed with just a single line of code—no backend changes or APIs required. It operated using front-end behavior and logic, ensuring rapid rollout and minimal engineering overhead.
Zero-Dev-Effort Integration
Beacon continuously learns from user interactions and software updates, ensuring the AI experience evolves alongside Workline’s product enhancements.
Real Impact on HR Operations
While the transformation focused on improving intelligence and accessibility, the results were measurable across employee experience, support efficiency, and engagement metrics.
While the transformation focused on improving intelligence and accessibility, the results were measurable across employee experience, support efficiency, and engagement metrics.
While the transformation focused on improving intelligence and accessibility, the results were measurable across employee experience, support efficiency, and engagement metrics.
Metric
Metric
Before Beacon
Before Beacon
With Beacon.li
With Beacon.li
Search-to-Answer
Time
Search-to-Answer
Time
Support
Tickets
Support
Tickets
Repetitive Query Resolution
Repetitive Query Resolution
Employee Participation Rate
Employee Participation Rate
Employee Response Rate
Employee Response Rate
Mood Score
Mood Score
Engagement Score
Engagement Score
Multiple clicks, several minutes
Multiple clicks, several minutes
High volume of repetitive queries
High volume of repetitive queries
Manual HRBP intervention
Manual HRBP intervention
30%
30%
50%
50%
3.2
3.2
66
66
Seconds, conversational
Seconds, conversational
60% reduction
60% reduction
80% automated
80% automated
62%
62%
80%
80%
4.5
4.5
86
86
Metric
Search-to-Answer Time
Support Tickets
Repetitive Query Resolution
Employee Participation Rate
Employee Response Rate
Mood Score
Engagement Score
Before Beacon
Multiple clicks, several minutes
High volume of repetitive queries
Manual HRBP intervention
30%
50%
3.2
66
With Beacon.li
Seconds, conversational
60% reduction
80% automated
62%
80%
4.5
86
What’s Next:
What’s Next:
What’s Next:
With a strong foundation in conversational AI and automation, Workline is now focused on expanding intelligent capabilities across the employee lifecycle.
Predictive HR Insights Leveraging behavioral and engagement data to proactively identify attrition risks, productivity patterns, and workforce trends before they escalate.
Deeper Workflow Automation Extending AI-driven assistance beyond query resolution into complex HR workflows such as performance management, compensation planning, and compliance processes.
With a strong foundation in conversational AI and automation, Workline is now focused on expanding intelligent capabilities across the employee lifecycle.
Predictive HR Insights Leveraging behavioral and engagement data to proactively identify attrition risks, productivity patterns, and workforce trends before they escalate.
Deeper Workflow Automation Extending AI-driven assistance beyond query resolution into complex HR workflows such as performance management, compensation planning, and compliance processes.
With a strong foundation in conversational AI and automation, Workline is now focused on expanding intelligent capabilities across the employee lifecycle.
Predictive HR Insights Leveraging behavioral and engagement data to proactively identify attrition risks, productivity patterns, and workforce trends before they escalate.
Deeper Workflow Automation Extending AI-driven assistance beyond query resolution into complex HR workflows such as performance management, compensation planning, and compliance processes.
Drive faster time-to-value across every client onboarding with Beacon’s AI orchestration
Drive faster time-to-value across every client onboarding with Beacon’s AI orchestration
Drive faster time-to-value across every client onboarding with Beacon’s AI orchestration
