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Workline’s Journey to Intelligent HR

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60%

Reduction in support tickets

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80%

Automated resolution repetitive queries

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Workline, a forward-thinking organization that values its clients as core partners, has transformed its digital landscape through the integration of Beacon.li’s advanced AI. This collaboration has elevated the HRMS experience, making information access and operations faster, smarter, and more efficient

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HEADQUARTERS

Mumbai

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INDUSTRY

HRMS

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EMPLOYEES

51 - 200

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Pain Points & Challenges

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.

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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.

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High Volume of 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.

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Lack of 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.

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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.

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The Solution: Beacon + Workline

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.

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AI Copilot at the Core

Workline embedded Beacon’s AI CoPilot at the heart of its platform—acting as a 24/7 virtual HR assistant capable of:

  • Instantly answering employee questions using real-time context.

  • Guiding users through actions with in-product walkthroughs.

  • Reducing HRBP involvement in repetitive queries.

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Universal Search Bar

A powerful AI-powered search interface was introduced across Workline. This gave employees instant access to any information—from payslips to policies—without multiple clicks or support tickets.

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Beacon Widgets & Workline Lite

A newly designed "Workline Lite" home page unified the AI Copilot, universal search bar, and high-frequency widgets in a single interface. Managers could now complete key tasks like approvals, claims, or regularizations right from the homepage

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AI as the Source of Truth

Beacon was trained on real interactions and product logic, enabling it to:

  • Understand UI components, triggers, and even backend API responses.

  • Provide always-up-to-date guidance, even as the product evolved.

  • Replace the need for a manually maintained knowledge base.

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Zero Dev Effort Integration

With just a single line of code, Workline deployed Beacon across its platform. No APIs or backend changes were needed—Beacon operated using front-end logic and behavior.

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Impact

The transformation was not just technical—it was tangible, measurable, and deeply human-centric.

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Enhanced Employee Experience

  • Search-to-answer time reduced to seconds

  • Payslip and document access became one-touch

  • HR services became intuitive and accessible

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Inefficient Access to Information

  • 60% reduction in support tickets

  • Automated resolution of 80% of repetitive queries

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High Volume of Support Queries

  • Employee participation rate increased from 30% to 62%

  • Employee response rate improved from 50% to 80%

  • Mood score rose from 3.2 to 4.5

  • Engagement score jumped from 66 to 86

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Lack of Real-time Analytics

  • Managers and HRs could access live employee sentiment

  • Continuous feedback loops were established through Beacon’s widget

  • Decision-making became proactive and data-driven

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Remote Work Disconnect

  • Beacon's continuous learning ensures Workline stays updated

  • The AI adapts with every user interaction and software update

  • Clients now describe the AI experience as “magical” and “game-changing”

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