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Recognizing the shift towards a more dynamic HR management approach, Workline embraced AI to enhance data analytics, machine learning, and automation. This integration aimed to improve the quality of HR services, expedite information delivery, and provide real-time insights and recommendations, marking a new era of HR technology.

Workline precisely understood the same and started working with Beacon for a superlative HRMS experience.

 

Here are the list of Objectives & Challenges Workline had for Beacon collaboration.

 

Tailored Experience / Customized UI

 

One key moat of Workline is that it is not a one glove fits all but rather a completely customized interface for every client on a common backend. With growth and scale, they were struggling to provide a good customized experience along with speed.

Provide instant results specific to the employee

With more than a million employees across various organizations using Workline , there was an immediate need to streamline and automate the resolution of routine employee queries. For clarifications regarding leaves, company policies, payroll, and tax deductions, employees had to, time and again, get in touch with the HR Business Partners (HRBPs) to clear their doubts. A user had to do multiple clicks and visits across different pages to obtain the aforementioned details. This increased the amount of time spent by employees in searching for relevant information.

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Reduce support queries & tickets

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By automating responses to 80% queries, providing users with instant answers, and guiding them through troubleshooting steps, which can resolve issues before they escalate to ticket submissions. Additionally, by assisting support staff with solution prompts, thus speeding up resolution times and improving overall efficiency

1. To get deeper analytics & insights

2. Instant Access to Information With over a million users, there was a critical need to streamline access to routine information such as leave policies, payroll details, and more, which were previously buried under multiple clicks and page navigations.

3. Rising HR workload inspired the need for an AI CoPilot to assist the HR department via automation

4. Pandemic-led shift to remote working required HRBPs to strengthen their connection with employees

5. Needed a reliable tool to gauge employee experience at various stages of engagement

6. Significantly improve overall employee engagement and onboarding

7. Enhance employee & HR admins experience by at least 50% by incorporating daily/regular use cases directly within a simple text-based search tool

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Elevating the User Experience

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Beacon.li introduced its universal search bar, an AI CoPilot, and a host of mini widgets across the product as the cornerstone of Workline's **AI-**fication efforts.

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• Universal Search Bar Integration

Beacon.li introduced a universal search bar that allows users to access any information across the system with minimal navigation, dramatically simplifying user interactions.

• AI Copilot Deployment

Embedding an AI-powered assistant that can perform complex tasks, provide recommendations, and automate workflows, making the user experience more efficient and enjoyable. Further, Beacon’s AI CoPilot generates help documents on the fly and helps the users in real-time.

• AI as the source of truth

With AI as the source of truth, Beacon operates as an advanced support tool that understands and navigates the complexities of any and all software interfaces. We analyze user queries about UI components and behaviour, generate accurate responses based on a deep understanding of the software’s design and function, and provide guidance or solutions accordingly.

• Training: The AI is trained on the real user interactions data, ensuring it comprehensively understands the software’s UI.

• Dynamic Interaction: When a query is received, the AI uses its training to interpret the context and intent behind the user's question. It can pull relevant information, offer step-by-step guidance, or demonstrate functions directly through the UI, possibly with overlays or interactive walkthroughs.

• Continuous Learning: Beacon continually learns from new interactions, user feedback, and software updates, refining its responses and expanding its knowledge base. The help documents may go stale but Beacon always responds correctly.

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By having AI as the source of truth, the copilot ensures that the information is always up to date with the latest software versions and best practices, providing users with accurate and authoritative answers and solutions. This tremendously reduced the need for efforts on Workline end to maintain a knowledge base and simultaneously reduced the support tickets with accurate responses.

• Zero Dev efforts

Workline deployed Beacon AI effortlessly with just a single line of code. Our no code approach does not need any complex configurations or additional developments.

• No API Data Search

Beacon AI can operate independently without needing to access or search through external APIs, ensuring it utilizes only the existing open front-end APIs, UI and knowledge bases to provide relevant answers and support. Beacon is capable of any & all data search queries on Workline without any API access or integration, it understands the entire product page by page, section by section and all the actions that user can do, not just the actions, even the APIs that gets triggered with those action clicks along with their request and response payloads.

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The following actions were also taken in tandem to further enhance and elevate the overall user experience.

1. Simplified HR interaction and service delivery with the multichannel virtual assistant for both the in-office and on-field employees

2. Designed a new Home Page integrating Search Bar and CoPilot onto a single page, alongside select Workline Widgets within the Beacon Widget Container.

3. Named the new Home Page as Workline Lite Version.

4. Enhanced Search Bar and CoPilot input with additional features.

5. Most managerial actions can now be completed directly on the home page with Beacon widgets (e.g., leave approval, regularization approval, claims, travel).

6. Most information is accessible with a single click through the Search Bar and CoPilot on the Home Page.

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Workline in short redesigned the entire product with Beacon at the centre to provide a true AI experience.

 

Outcomes

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The integration of Beacon.li's AI solutions has led to remarkable improvements:

• Employee Engagement: The participation rate soared from less than 30% to 62%.

• Accurate analytics and deeper insights

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Workline now leverages the Beacon AI copilot to access precise analytics and gain deeper insights, empowering the team with data-driven decision support that is both comprehensive and actionable.

• Made it easy for employees to give feedback via Beacon widget.

 

Simplified access to HR services and the introduction of the AI co-pilot has significantly improved the overall user experience, with a noted increase in satisfaction and engagement rates.

• Employee response rate improved from 50% to 80%

• Employee mood score increased from 3.2 to 4.5

• Engagement score increased from 66 to 86

• Reduced support tickets by 60%

 

The reduction in HR queries and the streamlined access to information have notably decreased workload and improved efficiency.

• Real-time access to the employee feedback.

• Ease of connectivity with the end-users.

• Fetching essential documents, like payslips and Form 16, became a one-touch affair

• New HR policies are now notified to employees in real-time

• Enhanced User Experience: The universal search bar and AI copilot introduced an element of simplicity and efficiency that was previously missing, making the platform more accessible and user-friendly.

• Competitive Advantage: The modernized platform, powered by Beacon.li's AI, positioned Workline ahead of its competitors, offering features that were perceived as "magical" by their clients.

• Client Satisfaction: Feedback from Workline's clients has been overwhelmingly positive, with many expressing appreciation for the innovative AI features that have significantly improved their experience.

 

Conclusion

The collaboration between Beacon.li and Workline is a testament to how AI can dramatically enhance the efficiency and effectiveness of HR operations or any software product in general. With AI as the backbone of their digital strategy, Workline has not only improved its internal operations but also set a new standard in the HR technology industry, providing a model for others to follow.