Bureaucracy and paperwork can waste a lot of time for employees. They want a key piece of information about a PTO policy or they want to know how to book space for an event, and that can trigger a frustrating hunt through outdated bookmarks and a slew of app logins. Then the dreaded moment: filing a ticket. So a year ago, we introduced Employee Agent internally to make it easy for our employees to quickly find accurate, trusted answers to HR-related questions.
Today, Employee Agent is the most-used agent across Salesforce, with a 97.7% self-service rate, meaning nearly all sessions end with the employee resolving their own issue. No ticket-filing necessary. The Employee Agent handled over 300,000 conversations in its first year, from questions about benefit deadlines to outlining the performance review process. It also takes action on employees’ behalf — for example, it can schedule meetings, book meeting rooms, and provide internal job recommendations.
The journey wasn’t a seamless, overnight flip of a switch. As part of our Customer Zero model, employees were the first users of Employee Agent, stress testers before the external launch. After one year of deployment, here’s what we’ve learned.
