Driving Productivity with AI-Powered Employee Service for HR
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L5 and Zendesk show how knowledge management powers HR service, blending automation with human assistance.
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Chapters 0:00 Introductions 4:58 Employee engagement and cost 14:37 Why Zendesk for HR 21:44 Knowledge and case management 29:00 Where to start with AI 37:48 Security, compliance, and integrations 45:43 The future of HR service delivery 52:46 Survey insights and change management
Full Transcript 0:10 How are you, sir? 0:13 Good, how are you? 0:15 Good, good to see you. 0:17 See you. 0:29 you have a minute to start 0:34 let's give folks a few minutes to join 0:50 Thank you. 1:40 All right. 1:41 Tom, I think we're a minute in. 1:43 I can see parts been trickling in. 1:45 So I'm sure we can get started. 1:55 All right. Good morning, folks. Great to see you guys on the webinar. 2:01 Tom Boyle and I are pretty happy to be here and present this latest discussion on the modern HR, 2:11 especially driving employee service with AI. 2:15 So I'd like to start off with a round of introductions. 2:18 Tom, do you want to go first? 2:21 Yeah, thanks everyone. 2:22 And thank you for joining us today 2:23 and those also watching the recording. 2:25 My name is Tom Boyle. 2:26 I'm here with Zendesk. 2:27 And really my focus is HR. 2:29 So anything and everything HR 2:31 and working with organizations, 2:33 both big and small, 2:34 to help better understand 2:36 the business challenges they're facing 2:38 and how a solution like Zendesk can come in 2:41 and meet those business needs specifically on the HR side. 2:44 So really excited to be with Vipin today, 2:47 share some best practices, some client examples, 2:50 what we're seeing work, 2:51 and maybe give you some best practice tips 2:54 to get you started on your path 2:55 to kind of powering your employee service experience with AI. 2:59 So Vipin, I'll turn it back over to you. 3:03 Thanks, Tom. 3:03 So a quick introduction about me. 3:06 I'm the CEO and CTO for L5. 3:08 I've spent the last 30 years in different types of business operations, last 15 years with one of the biggest service platforms. 3:18 And we helped introduce the whole concept of ServiceNow and the ITSM migration to HR service desk 15 years ago. 3:26 We worked with big companies like Best Buy, Dollar General, General Mills, all of which became reference accounts for this whole industry to grow. 3:36 In the last couple of years, we've switched over to the Zendesk platform. 3:40 The thing that we really love about Zendesk is the ease of use, the modern AI, the efficiency that it drives. 3:48 So that's kind of why I'm excited to have Tom talk a little bit more about Zendesk. 3:52 But before we jump into Zendesk, we wanted to start with what are the typical things that we've been seeing? 3:59 What are the issues that HR has been facing? 4:02 And why HR's service delivery is becoming even more relevant now. 4:07 So we'll talk a little bit about the relevance. 4:10 We'll talk about the foundations, move into Zendesk. 4:13 But then it gets pretty exciting where we talk about what the future holds. 4:18 There was a big survey and a big study on the future of AI and HR. 4:22 And Tom will share a bunch of metrics about that. 4:25 So I'm pretty excited to see the future shaping up. 4:29 And yes, AI is everywhere, but it's great to see it in action. 4:36 So let's start with a couple of conversations, right? 4:40 So for the last as many years as I can remember, I've always heard this, that HR teams have 4:46 to do more with less. 4:47 So nothing's new over there. 4:50 There's always a constant pressure to do more with less while improving the employee engagement. 4:58 So how do you drive employee engagement with cutting costs? 5:01 It's not like you can have one person from HR sitting in every office, in every room. 5:07 Those rooms don't exist anymore. 5:08 There's not enough physical locations to go to. 5:11 Even if you did have physical locations, 5:13 how do you drive that employee connect with different people driving 5:19 different kinds of messages, especially even if HR is distributed, 5:23 how do they stay in sync? 5:25 So there's a lot of common existing problems that are continuing, 5:29 but the modern work from home followed by the AI transformation, 5:34 followed by how businesses is transforming, 5:37 is putting a lot more continued pressure on speed and scale. 5:42 So Tom, you want to talk a little bit more about that? 5:44 I know you've been studying this for a few years. 5:48 Yeah, I mean, these two obviously come front and center for me 5:50 as I'm working across different organizations of all sizes. 5:53 But the other one that comes to mind, right, 5:55 when you talk to the HR practitioners 5:57 and the individuals that are doing the lifting, right, 6:00 a lot of them will say that they want to get back 6:02 to doing more strategic things, right? 6:04 So it's not only doing more with left, 6:07 giving HR that opportunity, that time, the resources to get back to more strategic activities for the business. 6:15 And so it's not just efficiency, but it's also what they're focused on. 6:18 And that can have a really big impact as well. 6:21 And then, you know, of course, attrition, you can't have any conversation when it comes to employee engagement 6:26 and the interactions you're having with employee without really thinking about what the impact is on voluntary attrition. 6:33 And so we help a lot of organizations understand that impact so they can attach an ROI to what it really means to provide a superior employee experience and give those employees the tools they need to get those questions answered the first go around quickly and effectively without feeling frustrated. 6:51 So, yes, these two come front and center, but there's probably a list of other ones that kind of back up underneath these that are really have a major impact on the business. 7:01 yeah and you bring up a great point right so strategic stuff is what takes the hit first 7:08 especially when you have a lot of employees asking for questions and people don't get into HR just to 7:14 put on their thumbs and do nothing right so they're trying to help their employees and those 7:21 operational challenges take up time now that means all the strategic stuff goes into the back burner 7:26 So that's a great thought, Tom. 7:30 Now, as I look at the whole HR discussion, I know it becomes very complicated for outsiders. 7:39 And even when I talk to people as employees, is payroll HR? 7:44 Is payroll finance? 7:45 I mean, who cares, right? 7:47 People don't exactly care. 7:48 But when you're framing up the discussion on employee engagement, one of the things that we've learned is 7:56 deals with multiple tools. Typically, they have internal core HCM, they have benefits, they have 8:02 outsourced payroll providers, they have policy documents and share points. When an employee 8:08 comes to them and says, what's my P2 eligibility? How many holidays can I take? Maybe that's a mix 8:14 of tools and policies. You want to, I didn't get paid or I didn't get paid my own time. That's a 8:20 payroll issue, right? So there's a bunch of things that employees associate with HR that go beyond 8:26 core traditional definition of HR. 8:30 And that's when it gets pretty interesting 8:32 because it ends up causing a lot of frustration 8:34 for the HR teams. 8:36 Again, they're there to help. 8:37 They love their employees. 8:39 I've seen a lot of HR folks 8:41 call their employees customers as well. 8:44 And that whole mountain of emails, 8:47 you walk in in the morning, 8:48 you have 50 emails to deal with. 8:50 Guess what's get priorities. 8:52 So that's the kind of problem space 8:55 we are trying to address. 8:56 Yes, there's a bunch of other things. 8:58 But does that make sense, Tom, where you're saying you're trying to focus in a pretty 9:04 effective space where we can drive this kind of solution right away? 9:09 Yeah, I think so. 9:10 I think if you're sitting in the shoes of an HR team or any of those teams that you 9:16 mentioned that are all impacted by this, I think what you hear a lot of is maybe what 9:22 we have is good enough or we're going to stay where we're at. 9:26 And what I would challenge those organizations and that thought process is, you know, there is the cost of doing nothing. 9:32 Right. And you're seeing it on the screen. You're seeing the impact to employees. 9:36 And so I don't think it's a matter of if you do something, it's a matter of when. 9:42 And I think we're definitely seeing the trend turn more towards companies realizing that, you know, staying status quo is not enough. 9:50 And there is a cost of doing nothing for sure. And it's pretty high. 9:55 yeah so when we frame this up right so the way I like to think about it is this is what the 10:01 industry has evolved to and is now being called the HR service delivery right this term has become 10:07 a lot more popular in the last 10 years yeah and when we talk about HR service delivery people ask 10:15 questions like I can go to Google and find my answers I can go to Amazon and get whatever I need 10:21 Why do I need to go talk to 10 people, fill out PDF forms, fill out paper forms? 10:27 Believe it or not, it still exists in a lot of organizations we walk into. 10:31 You want a handicap ticket, you still need to fill out a paper form that you need to go submit in some building somewhere. 10:38 All of these kinds of experiences, we are seeing that the employees are expecting more. 10:45 and HR is starting to touch more and more of these aspects of a life of an employee. 10:51 Yeah, I mean, I think you said it earlier when you said you see customers that call their employees clients, right? 10:59 Because we're customers, right? 11:01 And honestly, that's where many of our HR customers have come from. 11:06 They've leveraged the Zendex platform to support their actual customer service needs for external customers. 11:12 And then over time, they said, wow, we want that same service for our employees. 11:17 And so there's definitely that shift. 11:19 And it's not happenstance, right? 11:23 It's happening because your employees have consumer-grade expectations when it comes to interacting, getting information, and interacting with your team, right? 11:33 And why shouldn't they? 11:35 Why should the experience drop off in their personal lives versus shifting over to their work lives? 11:42 Yeah, I think I would completely agree. 11:45 Yeah. 11:46 And again, this way it helps us think is as much as there's an employee experience, 11:52 the thing that I've learned over time is even HR folks are employees too. 11:58 They're human too. 12:00 So one of the organizations I walked into, this HR person had sticky notes all around the monitor. 12:07 It's like, what's going on? 12:09 These are all the people I need to reach out to. 12:12 wow, you've got so many sticky notes. 12:14 What happens next? 12:15 I go and finish it, take it out, throw it away. 12:19 You don't know what was going on. 12:22 Three months later, she says, oh, no, I remember everything. 12:25 And then what happens when you go on vacation? 12:28 She's like, oh, I get so stressed out. 12:30 I give my sticky notes to people, but they don't understand what to do. 12:34 They don't know how to deal with it. 12:35 So that whole human element of how a HR generalist deals with 12:40 is also pretty critical in how employees experience HR. 12:45 And then there's, of course, management that comes around and says, 12:48 how many people did we talk to last month? 12:50 What kinds of cases are we getting? 12:52 What kinds of questions are going on? 12:54 So there's that whole operations and the leadership element. 12:57 For larger organizations, it's a little bit more mature. 13:01 But as we see companies entering that midsize, 13:04 500 plus, 1,000 plus employees, they start making a pivot. 13:10 I think it's good to start thinking about these different personas, 13:13 even if you're not formally defining these roles. 13:18 Yeah, I would agree. 13:20 And I would maybe summarize what every one of these roles wants is transparency. 13:26 Transparency into the process, transparency into the data, where things are. 13:31 It's so important for all of these roles to have that transparency, 13:35 starting with the employee, all the way up to the leadership. 13:37 Because without transparency and a process and something that's visible and repeatable, it becomes really difficult to find where your breakdowns are, to fix those bottlenecks, to automate things. 13:49 Then you run into compliance concerns where that sticky note was thrown away on accident or email got deleted or whatever it was. 13:59 Many times it's customers, believe it or not, HR is the last one to really automate. 14:03 They've been neglected for a long time and been using inboxes and tools that maybe other parts of the organization have purchased that weren't purpose-built for HR. 14:13 And so they've got a lot of disparate things going on. 14:16 And I think there's a big shift there for HR to start taking back some of that ownership. 14:21 Yeah, and that sticky note could eventually escalate into a legal matter, right? 14:26 So where's all the audit trail? 14:28 Exactly. 14:29 Not to mention, it's just sitting on someone's desk for everyone to see. 14:33 Oh, yeah, that too. 14:37 Good points, good points. 14:39 Yeah, I think you talked more about investments. 14:42 So what I see is people implement a core HCM, 14:45 and they think that's it. 14:48 But most of the HCM tools like Workday or Oracle, 14:52 they're just getting started in the service management platform. 14:55 They still don't know how to engage with customers. 14:59 Yeah, I mean, you're right. 15:01 Many of those tools, I mean, they're amazing for what they do. 15:03 really powerful, strong HR tools. But again, back to that purpose-built conversation, right? They're 15:09 not necessarily built for engaging an employee in this way, right? In a way that gives the employee 15:17 more control. And so, yeah, I think there's definitely a shift there. And what I would say 15:22 is think about an investment in a solution like Zendef for HR as one that's complementary to 15:28 your HRF, one that's going to amplify adoption of your HRF and really bring the process full circle. 15:36 So yeah, I'll leave it there. Yeah. So when we talk about that kind of a conversation, 15:43 right? So in my mind, I start breaking big problems down into smaller problems. 15:47 So when we look at what truly constitutes a HR service delivery, the first stack is how do your 15:55 employees reach out to you? It could be phone calls, it could be emails, or it could be even 16:01 employee portals. A lot of employee portals were built in the legacy world and old portal 16:07 technologies, which are very static type of portals. So yeah, you might go there, look for 16:14 some information, but then how do you reach out to an employee or a HR person for help? 16:19 Usually there's a HR at company name.com, just send an email. That works when you're small, 16:25 when everybody knows everybody and then you can talk to each other. 16:28 But again, as you grow beyond 500,000 employees, 16:32 that's when we see those typical emails start breaking down. 16:37 And that's kind of why we put it into these buckets. 16:40 People go somewhere to find out the information. 16:43 Can I wear jeans to work? 16:45 Is that acceptable? 16:47 I haven't been into the office in the last year. 16:49 Now I'm going to the office. 16:50 Is it still okay? 16:51 Or do I need to buy my old suit? 16:52 Or I've grown a different size, right? 16:55 So you can go to a portal, look up articles. 16:59 So that's where the knowledge base comes into play. 17:02 Is genes a policy or is it a benefit? 17:05 I don't know, but I just want to find out if I can wear something. 17:07 So I should be able to go look for something. 17:11 And as the modern day worlds, I've heard this more and more. 17:16 And Tom, I'd love your thoughts on this. 17:18 How often are people asking about chatbots or search, right? 17:23 In the HR context. 17:25 is it still a bad word? Is it a good word? How are things evolving? 17:30 Yeah, I think things are evolving for sure. You know, 17:33 especially when you, 17:34 when you educate and convert and start talking about AI with HR, 17:39 there's not any organization I've spoken to in the last six months that, 17:42 that doesn't have some sort of AI initiative. 17:45 They don't really know what that means. They're very cautious about it. 17:48 They want to understand, you know, where that goes. 17:50 And I think we've got some, some good data to help there, 17:52 but I think foundationally what you're showing here is, 17:55 really, really paramount because more often than not, those same organizations that are using an 18:02 inbox to manage their cases or inquiries or maybe a phone, right? What ends up happening in all those, 18:09 and we've all seen it is, you just call the person you know can get answers, right? So you don't even 18:14 send the email, you're just calling people now. So now nothing's tracked, nothing's sent in an email 18:18 and it's everywhere. And it creates chaos, right? Not only from reporting, but all of the other 18:25 But beyond that, what we're talking about really here is foundational. 18:29 And I know it seems really basic and foundational, but I think it's important to talk about most or many organizations that we work with that are on the beginning part of this journey. 18:40 Yeah, they've invested a tremendous amount of time, knowledge, money in creating content for HR, whether that's user manuals, whether that's region-specific content, whether that's onboarding material, right? 18:56 There's a tremendous amount of learning and just overall educational content that's created and curated by HR that needs to be delivered to employees. 19:08 And more often than not, sometimes we'll see that that data is being held in multiple places sometimes in SharePoint where you're sending a link to someone. 19:17 Or it's outdated because, oh, I didn't know it was there and it's over there, too. 19:23 And so documents become everywhere. 19:26 And yes, a school like Workday and others could certainly have some of that. 19:31 right? But what employees are really looking for is a centralized place that is smart enough to 19:39 know who they are, where they are, what they do, right? And to start delivering an experience that's 19:45 native to them, right? And not one that maybe formed that old bad rap that HR had for putting 19:53 a bot out there that really didn't do much, right? Because if you throw that out there, 19:57 it's still going to give you a bad rap. What really needs to be thought through is with this 20:02 foundation in place, how powerful now can we interact with employees with knowing who they are, 20:09 being able to deliver the right content based on their role, the questions, where they are in their 20:14 employee journey. All of those things become really important. And delivering AI in a thoughtful way 20:20 is more important than delivering AI in a fast way. And I would also make the argument 20:27 that AI, without the benefit of some of the things you see on the screen here, doesn't 20:36 meet the expectations of your employees because they do want to know beyond the basic question 20:43 of a bot kind of being very predictive. 20:47 Their expectations are well beyond that. 20:49 They want to have a conversation with a bot, and then they want to ask it to make a change 20:52 for them, right? 20:54 And so it's evolving very quickly. 20:57 all starts with the foundation that Bip and I are kind of explaining on the screen here. 21:02 And I think if you want to maintain that reputation, do it thoughtfully, make sure this foundation 21:07 is in place. And then when you deliver AI, it will deliver really meaningful results. 21:13 Yep. So we'll be talking a lot more about AI, but I just wanted to tease the conversation here, 21:19 Tom, just to get it started. You got me going, I'm sorry. 21:22 No, you took the bait. 21:24 I did. 21:25 Part of the thing that you mentioned is the amount of content 21:29 that a chart typically has is huge. 21:31 But from there, converting it into usable information in context 21:36 is one of the big challenges. 21:38 And I'll touch a little bit about case management. 21:41 So we talked about sticky notes, about emails, having a record. 21:44 But there's things that case management brings into play, 21:48 which is more than that. 21:52 prioritization, categorization, using pre-built answers. You don't want bots or knowledge 21:59 articles willy-nilly running out there, but you do want agents or the HRFO to get help, right? 22:06 So when an answer question comes in, you can say, this is the suggested answer. A real human looks 22:12 at it and says, is that what you want to do? So that's one part of the case management. 22:17 the other interesting thing that i've heard over and over again and i remember this term 22:22 i heard 15 years ago so the customer called it answer shopping as your company gets big and you 22:29 have more people in hr employees call up and they call multiple times till they get the answer they 22:35 want they end up reaching the person so hey like my kids do that i feel like yeah so they go to you 22:42 They go to their mom, they go to their parents, they go to whoever they want until they get the right answer. 22:47 That's right. 22:48 Yeah, I think that's a good point. 22:50 And I think to the case management side of things, right, if you candidly ask, you know, I don't know, go ask anyone about this right about now in their professional lives that they've used AI or chat DBT in the last week, last day, most of them are going to say, yeah, it's going to be a lot more than it was last week or the month before. 23:09 And so the reason I bring that up is as much as the expectation is there for your employees, and we'll talk about that, it's also there for HR. 23:18 And the tools are there for HR, right? 23:20 So it doesn't mean that AI is always about giving an employee an answer through a bot or that experience. 23:26 is also to Bippin's point about, you know, providing your HR team and those that are 23:31 supporting those employees with the right content and AI driven material so that they 23:36 know what's appropriate to deliver and how to deliver that, right? 23:40 And so there's a lot of different ways that AI is evolving beyond just your portal, but 23:45 into case management. 23:46 And, you know, what I like to say is your portal may help you get to, you know, 60% 23:51 of those first time resolutions will go down very quickly. 23:56 to see through, your team's going to need some fast, effective help to get those answers 24:01 done in a consistent format. 24:03 So that, again, they're not getting different answers from different team members. 24:06 It's consistent based on the type of issue that's being reported in those circumstances. 24:11 So AI can help on both deflection, but also on the case management side as well. 24:17 So a great point. 24:18 Yeah, so we'll talk a lot more about AI, but you said something there that I should have 24:23 mentioned, right? 24:23 So the platform is not just for the employees, but it's also for HR. 24:28 Remember that lady that had sticky notes all over. 24:31 When you make cases, it's documented. 24:34 There's a system in place. 24:35 You can leave notes. 24:37 Somebody can pick it up. 24:38 You build a standard of categorization, prioritization, and somebody picking it up. 24:43 It's less disruptive. 24:44 It's not like somebody can pick up everything instantaneously. 24:48 There are relationships and there's deep knowledge built, especially in the HR environment. 24:53 of that knowledge is captured in the case. A lot of that conversation, a lot of that context is 24:58 captured. And there's also things like if it's a payroll question and you're getting paid on a 25:03 Friday, you need an answer within the day. If it's a leave of absence or a maternity, paternity type 25:09 of question, people typically start researching six months in advance. Timeliness is not as 25:15 important as getting the right answer, more thoughtful answer. So yeah, it's okay to take 25:21 a week to get back, but you say, I'm working on it, I'll get back to you in a week. People are okay 25:25 to listen to that as long as you come back with a thoughtful answer. So that case management 25:30 helps you prioritize the work based on the employees, where they're at, their life journey, 25:36 what they're experiencing, and how that translates into the work environment. 25:41 Yeah, great point. So these are all what we call foundations, right? So for a minute, forget AI, 25:46 Just keeping track of everything, consolidating your knowledge. 25:50 Instead of paper PDF forms, create a service catalog that people can fill. 25:56 When you log in, it knows a lot of information about you, your name, your number, your location, everything, 26:03 so that you don't have to refill some of that information. 26:06 So these kinds of foundational stuff, we believe is pretty critical before you start building. 26:13 If you build on a weak foundation, you'll end up with something that crumbles. 26:17 So before we talk too much more about AI, I think, Tom, I wanted to double down on that. 26:22 Let's get the foundation strong. 26:24 Then the AI outcomes become pretty stronger. 26:27 Would you agree? 26:28 Any thoughts on that? 26:29 Yeah, I would completely agree. 26:30 Again, I mean, AI is powered by the connections that you give it and the data that it has, right? 26:37 And so without those things, it really becomes, again, one of those kind of useless exercises where the employee is now frustrated more than anything. 26:46 going back to kind of the roundabout messaging. I mean, there's a tremendous amount of value 26:52 in just taking what you have today that may be in a shared inboxes or, you know, maybe you have a 26:59 couple of different kind of channels that you're taking in question just by simply putting it 27:04 online and giving your employees the self-service means to get those answers through a knowledge 27:09 base, right, or opening up a true case that you can now track and create an SLA for your 27:16 team and start to draw a line in the sand on what good looks like for you. 27:22 For many of the organizations that might be listening, you don't even have kind of that 27:26 transparency. 27:26 So just think about, you know, step one is this foundation. 27:30 Taking all of that great things that you've built that are maybe scattered around and 27:35 and putting them in a centralized place 27:36 that's easy to get through for employees, 27:39 but also a place that gives you the workflows, 27:42 that gives you the approvals, 27:43 gives you that process that you need on the backend 27:46 to really start understanding the types of requests 27:49 that you're getting, right? 27:50 To start building up the delays around those, 27:53 start understanding what other groups of your business 27:55 need to be involved. 27:56 So you can start bringing those users in, 27:59 routing those inquiries appropriately to those users. 28:05 start to provide that service to your employees and really understand what their needs are. 28:09 Out of that, right, there's tremendous value, not only from the employees and the attrition 28:15 and the efficiency that you're going to get in HR, but also the insights that you're going 28:19 to get, right? 28:20 Even without AI, at that point, understanding the trends that are happening with your employees, 28:26 what kind of questions they're asking, are those happening for the same managers, are 28:31 those happening across the board for every region, right? 28:35 that's really affecting your employees, 28:37 you'll see that front and center 28:38 with how they engage with HR. 28:41 And that starts by giving them 28:42 a purpose-built place to do that. 28:44 So hopefully that makes sense. 28:46 Yeah, I think that's a great tee up, Tom. 28:48 So that's where we are talking about having that foundation, 28:53 but would like love to pivot the conversation to, 28:56 now that you've heard how the foundation is, 28:59 needs to be built, 29:00 where can you start drawing the value from AI? 29:05 Anything to add before we move on? 29:07 Yeah, I mean, I think we'll start to see how, 29:11 I'll show some examples of how some of the clients 29:14 that we work are adding value 29:15 and accelerating change with AI. 29:17 But once that foundation is in place, 29:20 it becomes very, very easy with the right provider 29:23 and you have that right data and the right connections 29:26 to really start now, 29:28 not just answering basic questions for your employees, 29:31 like how much time off they get for their role, 29:36 but how much time off do they have left, right? 29:39 Where now it's tapping into your other systems of records 29:43 where it's telling them what the remaining time off is 29:45 in addition to what the process is for doing that, right? 29:49 And so you move from a kind of a reactive system 29:52 that's just providing some basic answers 29:54 to something that's really doing the work for you 29:57 and tapping into other systems and making changes 30:01 things that under today's circumstances, 30:04 your HR team might be required to do. 30:08 Yeah, so it's like you're getting a little bit more 30:11 into the HR capabilities in Zendesk. 30:14 So wanted to share this 30:16 and you're talking about what Zendesk can do, 30:20 the agents and the actions and the integrations layer. 30:23 You talked about the knowledge layer, 30:26 but can you elaborate on what knowledge graph means? 30:30 Yeah, I mean, if you come over to the next slide, you'll see even some of the examples of kind of where we're starting to pull in. 30:38 And, you know, I think it's probably a repeat. 30:41 Yeah, it looks very similar to the last slide that we went through. 30:43 And that's intentional because this is the foundation that we're building, right? 30:47 This is exactly what we're helping clients with on the ground, right? 30:51 Build out their employee portal. 30:54 bring that knowledge management that they've worked so hard on into an online world where 30:59 they can now manage that content in a more thoughtful way, right? 31:03 And where they can build new content and publish that. 31:07 Beyond that, you're seeing in the screenshot here where it's not just about providing the 31:11 portal, it's now about providing a more interactive experience for the employees. 31:15 And so one of the first things we do is stand up knowledge management along with the service 31:21 catalog for HR that allows you to hit the ground running very quickly and get benefit from that 31:27 knowledge. Right now, it's not really as beneficial if every time someone has a question, 31:32 you have to send them the document, right? It's still creating a human interaction. And so really 31:37 what we're doing is we're taking all of these things and starting to build an experience layer 31:42 around them. And so if you go to the next slide, I'll just kind of talk through a few of the things 31:46 that we're doing specific to Zendesk and some of the clients that we're helping 31:51 of the same problems that Bip and I just walked through. And then we're also going to talk really 31:57 as a team here around some of the kind of future of AI and employee services and where we might 32:04 see things going with some research that will be available to you. But some of the ways that 32:09 we're helping, again, it is about designing for employees. It's about providing an experience 32:13 that's specific to them. A lot of great HR tools, but many of them are built for HR. And so they 32:19 don't necessarily provide the experience that your employees are looking for. 32:22 The next one is really about implementation, scalability, and getting value out of a solution. 32:27 Bippen, you know this more than anyone from your introduction. 32:30 You've worked with some very large service providers, and you know it takes a long time 32:35 to get value out of some of those very large providers, right? 32:39 And it shouldn't take a long time to get value and build a foundation and to start getting 32:46 ROI from a solution like this. 32:49 It should not be overcomplicated. 32:52 Again, many of you have been doing this work. 32:54 It's just about having the right partner 32:56 that can bring you to a place to implement. 32:59 I always like to say, 33:00 it's an evolution, not a revolution, right? 33:03 And so finding the right partner to meet you there 33:05 and implement at scale and get you there 33:07 and build that value. 33:11 I think doubling down on your whole Zendesk example. 33:17 So L5 stands for rapid time to value, right? 33:20 So we believe if you're invested in a platform, 33:22 you should be able to get value within weeks, not months. 33:25 And we've seen that with Zendesk. 33:27 You can go live with a full platform as low as two weeks, 33:31 and it'll still be fully functional. 33:33 When you say evolution, not revolution, I think that's revolution. 33:38 Getting live in a fully functional platform, 33:42 and then you build over time. 33:46 Yeah, exactly. I think that's such a great, you know, first of all, I love the naming convention and the tie in because it's so important. I've worked with other large, large organizations, similar to the ones that Biffin has. And when you purchase a product, you're looking to get value pretty quick out of that. You're not looking to wait another 12 months before you're implemented. 34:07 And then, by the way, you don't want to have to have a system-certified admin on staff every time there's an upgrade to manage that, right? 34:15 You're looking for something that's easy to implement, get the value out of. 34:19 And I would also just add that it's not on the screen. 34:22 It's just reduce the cost of ownership, which can be done really easily with a system that's more intentional like this for HR. 34:28 The AI built to drive revolution is really, really important here, right? 34:32 It's not just throwing AI in there for the sake of saying AI is there. 34:35 It's building AI that's thoughtful, that's built to resolve the challenges that our employees are having. 34:41 And that's the type of AI that we're building within the solution. 34:46 And then again, just being flexible, right? 34:48 That cost and the resources to not only maintain, but to integrate this, right? 34:54 It's really important that solutions like this are integrated and complementary to the investments that you've already made. 35:00 So on the next slide, I think we've got a couple more slides and I've got some good, great client examples. 35:06 So some of the things that we're helping solve first is we're streamlining the onboarding process and employee experience. 35:13 We haven't talked about it much today. We've focused on the employee experience and some of that low hanging fruit. 35:18 But a lot of times we're also helping those same organizations with those transitions that are employees that are going on, 35:24 Whether it's due to rapid growth, whether it's due to acquisitions, mergers, or other M&A activities, being able to manage those processes at scale is really important. 35:35 And it's something that we're helping organizations do every day. 35:38 Deliver personalized HR support, right? 35:41 We don't want this to be something that's just this AI tool that's interacting with your team. 35:46 We want this to be fast, personalized, thoughtful, and intentional when we deliver the type of support that we're offering. 35:55 We want to give that time back to HR. 35:57 And overall, back to that transparency, we want to give you that oversight so that you can start to improve your operational agility, understand what challenges the employees are having, make adjustments, and move from there. 36:10 So hopefully that kind of gives you an understanding of what we're really out there helping teams tackle. 36:16 And I would say on the next slide, it's really about meeting organizations where they are, 36:21 back to where we talked about kind of evolution or revolution, even though it is a big jump 36:25 to go from a Parkley manual or a Parkley automated process to something like this. 36:30 I would say what we do really good at with partners like L5 is meet clients where they 36:36 are on that journey. 36:38 And it is about creating that experience that is about implementing, onboarding, adopting, 36:46 and renewal. So it's a continuous journey to that point. It may start with a portal, 36:51 may start with knowledge and some great case management, but we want to continue to grow that 36:56 and allow you to continue to innovate through that process. So we're always working with clients to 37:02 revisit, share new tools, innovate, and get out ahead of things. And then I think on the next 37:08 slide, just to kind of set your mind at ease, lots of functionality, lots of data flying around. 37:14 the first thing many people ask is what about compliance? 37:18 Rest assured, we've worked with, you know, 37:21 literally three, over 3 billion total users 37:23 across the Zendesk platform. 37:26 So compliance, reliability, those things are no, 37:29 you know, they're no new thing to us. 37:32 We're very accustomed to working with 37:34 some very large organizations 37:36 under some very strict compliance circumstances. 37:38 So rest assured that we've covered. 37:40 these stamps are not magical by themselves but absence of any of this is notable right 37:48 this is true this is true yes the iso and sock 2 and all of these really make sure that you're 37:56 comfortable with the data that you're sharing a lot of the hr data is sensitive and you combine 38:02 that sensitive data with human emotion emotional reactions to data yeah you don't want to make a 38:08 misstep when it comes to security. So that's one of the things that we look for all the time. 38:13 Are any of our partners certified externally, not just that they're saying they're secure? 38:18 But to me, I don't necessarily know what each one of them means. I know a couple of them, 38:24 but it just tells me that, yep, you've gone through the due diligence to make sure the data 38:28 is secure. Yeah. I know that if these are important to you, that logo stands out. 38:33 A couple of these for sure. 38:36 So FedRep front and center there for me, as well as a couple of the other ones there on the technical side. 38:41 So very true. 38:42 It just speaks to kind of the enterprise strength of the solution that we're offering more than anything. 38:49 And the next slide also probably kind of extends to that is the ability to complement what you've already invested in. 38:56 We're not here to replace everything that you have. 38:58 We recognize you've made some investments in some great tools. 39:03 that we do for a lot of organizations out of the gate 39:05 is integrate with your HR app, integrate with Workday 39:08 so that your HR folks don't have to go 39:10 from system to system to system 39:12 and keep windows open to answer employee questions. 39:17 Integrate with Hiveob, Rippling, many others. 39:21 And so all of those integrations are available 39:24 to our customers that come in. 39:26 And it allows you to seamlessly see 39:28 the critical employee data that you need 39:30 to solve your HR issues right within Zendex. 39:34 So very, very easy to compliment what you have. 39:37 Let's close down one of those windows. 39:39 If you're like me, I have enough windows open 39:41 so we can maybe shut down the workday 39:42 or the high bob or the rippling window 39:45 and just stay in Zendex to solve these solutions for you. 39:48 I think we can all agree that would drive 39:50 some efficiency in itself. 39:52 And then I would say you're in good company. 39:54 I'll just give you close out before we get into the research 39:56 and we'll get into just two customer examples. 40:00 When I say you're in good company, we've been at this for a long time. 40:04 We've been helping customers transform their employee experience across the board. 40:09 There's a variety of different brands and industries and regions here. 40:14 I would say the one thing they all have in common is the desire to provide a superior employee experience 40:21 and deliver on that same experience that they're delivering externally. 40:25 They want to do that for their employees. 40:27 And so that's what we're helping them do. 40:30 a great example of that on the next slide. If you haven't had your coffee today, you probably tell 40:35 I've had like three cups based on how fast I talk. But Dutch Bros has been rapidly spanning here in 40:41 Jacksonville where I'm based. And they've got some amazing stats on what they were able to do both. 40:47 And when I think about the story, you know, don't just think about it as like, oh, it's a retail 40:50 story. But these organizations are complex. They have, you know, employees in the field and they 40:56 employees that are more in home office right so over 30 000 employees and we're really talking 41:02 about a resolution time that went from 23 hours to 1.3 minutes so that's a percentage wise that's 41:09 like a massive i didn't want to put a percentage up here i think it would just blow you away 41:13 um but that's the kind of low-hanging fruit you can have by just getting something out there for 41:19 your employees and start to empower not only your employees to get the answers but empower hr 41:26 fuel their process, that's the kind of results you can have. 41:29 And they're real. 41:31 So help me understand this a little better, Tom. 41:35 23 hours to 1.3 minutes? 41:39 Self-service. 41:41 Self-service. 41:42 Zero self-service. 41:43 You really have self-service model that puts employees front and center, right? 41:47 Where they found that the vast majority of their cases were coming in over email and 41:53 other channels were common repeatable inquiries that over time could be resolved through either 42:00 self-service or self-service and a combination of AI. And so that's really where many of those 42:06 efficiencies came. And then also on the HR agent side, in terms of them being able to respond and 42:12 provide those answers faster once there was transparency in the process. So I should have 42:17 done this math before, but I'm doing it on the fly in my head. It almost looks like bulk of 42:23 them, maybe 80, 90% are self-service or chatbot. Very high percentage. The few cases that do take 42:31 longer. So that's the auto help is queuing the numbers. Correct. Yeah. Yeah. Because they didn't 42:39 have any auto help before. And so for an employee that was submitting a normal request before for 42:45 a payroll question or benefits question, it was going into the queue, right? Along with every 42:51 other employee that had a question and it was being answered when they got to them and on average 42:58 that q adds to their wait time all right yeah yeah when you've got you know that much volume 43:03 coming in um you can imagine the efficiency gain instantly by just giving employees something to go 43:08 get their answers and and you're talking about employees that are you know um in in this type 43:14 of industry specifically right they're very adapt to you know using finding their own answers um 43:21 enabling them, giving them the tools made a huge impact for them from an AI perspective 43:25 is where a lot of that pickup came from. 43:28 Yeah. 43:28 So that whole 23 hours to 1.3 minutes is mind boggling. 43:32 It really is. 43:33 That alone deserves a whole different conversation on breaking it down. 43:37 But we've got a great case study. 43:39 Yeah. 43:39 There's a great case study out there on the website to download there with some more data. 43:43 Maybe you and I can nerd out over that at another time. 43:47 Yes. 43:48 The other one I pulled in was Tethco. 43:51 Again, more out of the UK here, but back to what we said earlier in the conversation, 43:56 our colleagues are the heart of the customer experience. 43:58 They understand this. 43:59 And this is, you know, for many, many CEOs, certainly CHROs, they will tell you the most 44:05 valuable asset is their employees, because those are the individuals that make the product, 44:09 that talk to their clients, that have that impact, right? 44:12 And so they recognize this more than anything there. 44:16 And then the reason I pulled this up is just looking at the sheer number of, again, the 44:21 weekly articles that are being viewed, the increase in self-service, the total number 44:25 of self-service rates. 44:26 So 73% of all requests are being solved through self-service. 44:30 That's a map. 44:31 Talk about giving time back to HR, right? 44:34 I mean, I gave someone back 73% of their time, and that's a lot. 44:40 I don't know what their salary is or what they're doing now, but that's a lot. 44:43 And so my point is, employees, it's like field of dreams, right? 44:48 Build it, and they will come. 44:51 similar here your employees are thirsty for this if you haven't done it um please let us let us 44:55 help you get results similar to this as well all right cool i think that's enough on the zendepth 45:01 item customer example i did want to maybe share some research that we've um public uh i think 45:07 last month just recently yeah and just talk a little bit about kind of the future yeah that 45:13 That makes sense. Let's dig in. 45:17 All right. Perfect. 45:20 So you want to kick us off? 45:22 No. One of the things that's pretty fascinating is when you look at the entire employee life cycle, 45:29 like from hire to retire or hire to exit, 45:32 there's a lot of interactions that happen with HR along the way. 45:37 And I love how it's pretty laid out by the different phases, what they're trying to do. 45:43 HR service delivery, I see getting expanded beyond, 45:46 hey, here's a question. 45:49 So are you telling me you've done research across all of these 45:52 or what's the areas of focus for the research? 45:55 Yeah, I mean, the area of focus is really just more forward-looking. 45:58 Where do we think things are moving? 46:00 I think, you know, when you look at this slide, 46:02 what really comes to light to me is the importance of 46:07 when you think to the future, when you think about experience, 46:10 It is important, you know, our conversation today started with, you know, when the employee joins and that daily interaction, right? 46:18 And some of the conflict requests and some of those things. 46:21 But I think when you're providing support to your employees and you're looking at your experience, it's important to look at it holistically and how solutions like this can help your employee across the entire journey. 46:32 because sometimes when we think about where AI comes in for HR or an employee or how a solution 46:39 like Zendepth might help, we think about that as a one-time area where they could help. And I think 46:45 it's really important to think about when you have that data, when you have that tools, and when you 46:49 have those workflows, I think this slide for me just talks to the importance of thinking about 46:54 really that beginning to end holistic journey of an employee and how a solution like this can 47:02 getting back to attrition, getting back to engagement. 47:07 And really, if your employees are slowed down47:10.860 --> 47:14.520 and can't get answers, their job's impacted. 47:14 And so there's definitely an impact 47:16 to your employees' bottom line 47:17 by not understanding what their entire journey looks like 47:20 and where they need support. 47:22 And so that's really what we're talking about. 47:25 Sounds good. 47:26 So it's interesting to see what AI interventions 47:29 at every stage of the life cycle. 47:32 look at some of the data, right? Yeah, I think that's definitely where things are moving for sure. 47:39 Yeah. So this is some of the data you guys pulled together? 47:43 Yeah. So again, just forward-looking research, we asked a large swath of HR professionals 47:48 and employees where they felt like things were moving in terms of AI, just to give the audience 47:54 today and our overall users in the market a better sense for the comfort level that your users have. 47:59 because in some cases, when we talk to organizations, there's still some resistance here. 48:05 And so this is hopefully helps break down some of those barriers on what your employees thinking with HR things on where things are moving. 48:13 And this says 2028 is our research. 48:16 I would venture to say some organizations might already be here and others are still very early in this journey. 48:23 But hopefully this helps. And so in this first one, you know, AI meets the employee demands for instant 24-7 support. 48:29 I think 91% of HR leaders believe that's a clear ROI. 48:33 I think we can all agree that if I could take 73% of the inquiries you're getting and automate them, 48:39 there would be a tremendous ROI to doing that, and your HR peers are seeing the same thing. 48:44 I won't read all these, but the next one here is just, again, there is belief that integrating your employees' services technology 48:51 will lead to significant decline in employee satisfaction and retention. 48:56 On the next one, AI earns employees trust with personalized support. You can ask most employees today and HR if they trust AI, and that trend is moving very, very quickly. Your HR leaders, and that's for a stand, 91% will use AI to completely personalize the employee experience. 49:19 I think that's a great trend to see. 49:22 I think it shows the optimistic approach that HR has. 49:26 And I hope they reach that 91%. 49:27 Because I don't think we're seeing that today in HR companies that we're seeing. 49:31 They're still struggling to get there. 49:33 62% of employees would like HR to offer more personalized support. 49:38 So again, I think that dovetails. 49:40 If you're hoping to make the business case internally, here's the information. 49:44 Your employees expect that they want it and they're already using it. 49:49 That's what I would take away from the second one is HR leaders believe it. 49:53 Your employees want it. They're ready for it. 49:55 I would say the time is now on leveraging kind of AI for more personalized support. 50:04 And again, earlier I talked about moving from proactive to kind of anticipated employee outcomes. 50:09 And that's really where the shift is moving. 50:12 I think that's where we'll see things continue to move as HR and our employees get more comfortable with some of the, 50:19 you know, basic blocking and tackling of those first touches and how to resolve those. 50:24 I think it will move into experiences that are beyond that, where HR will start to deliver 50:31 more guided, personalized experiences based on the employee. 50:35 And you can see employees are right on par with that. 50:38 65% of employees believe that they'll have access to a guided experience to help them 50:43 complete tasks in the future. 50:46 And so your employees are waiting for it. 50:49 high amount, I would venture to say it's probably even more than that. And to me, again, it just 50:54 speaks to give them the tools. They expect that they want it, they will use it. So if that's your 50:59 reluctancy, I would pull back from that. Yeah. So it's fascinating how these numbers are shifting 51:05 by the day, right? Yeah. 51:07 We're something similar last year and the trust in AI was so low. 51:12 Way lower. 51:13 Yeah. It's jumped from low teens to now 91. It's amazing. 51:19 how much difference a year can make. 51:22 Yeah, I think this market is very saturated too. 51:25 I think HR is getting hit with a lot of shiny tools. 51:28 AI is still a very, very hot topic. 51:30 They're using them now in the organization outside of HR, right? 51:34 So I think it's evolving really, really fast to your point. 51:38 And what's fascinating is the leaders are in the 90s, 51:42 but employees are in the 50s or 60s. 51:45 So that's a little bit of hesitancy, right? 51:49 That follows a typical curve. 51:52 Leaders are pushing for something, pushing for change, 51:56 where employees are almost like 60% is high. 51:59 Don't get me wrong. 52:00 Yeah. 52:03 Again, to me, it speaks to some of HR in the past, 52:09 I think was really reluctant because they didn't want to be the first. 52:14 Now everyone in the company is using it for something, 52:17 and now they're the last. 52:20 I think it happened overnight, for sure. 52:24 Yeah. 52:26 I was looking through your next slide. 52:30 So I think the whole point of immediacy now is coming through, 52:36 especially with the fast pace of change 52:37 and people are starting to make cautious investments. 52:41 I don't think investments are fully back at the heightened state. 52:46 So what have you learned from the survey? 52:49 Yeah, I mean, I think to that earlier point, right? I mean, I would say now's the time. Many of these organizations have made that shift internally where, you know, it's become table stakes for them competitively to have something across the board. 53:07 They're probably already using something in AI somewhere else, maybe in talent acquisition or elsewhere. 53:12 And I would say what we learned from it more than ever is, and it's also echoed by the adoption that we see in our product across AI, as well as the sales, is that organizations are thirsty for this right now. 53:26 They're ready. 53:27 They're ready to build that foundation. 53:29 They're ready to move forward. 53:31 And so moving from just that reactive, clunky experience that we had in the past to something that's, you know, providing more accurate and nuanced answers to employees based on where they are, what they do, who they report to, all those things to, you know, some of our organizations that we work with have already brought that kind of what's next into the future where they're now, you know, providing that nuanced support, but they're also, you know, taking action inside of AI, where again, they're, you know, 54:01 following through and not only getting information, 54:04 but doing things for employees that HR might normally do. 54:08 And so that's really where we're seeing things move, 54:11 is a comfort from interacting to getting really personalized answers 54:15 to now feeling comfortable enough to have it actually do tasks for me 54:20 rather than just provide answers to me. 54:22 And so I think it's an exciting time for sure. 54:28 so i think this kind of underlines the conversation we are having about 54:34 the 91 percent that number seems to be coming across pretty strongly now in a different context 54:41 yeah yeah i would agree i mean this just echoes probably the last few slides right is just 54:47 um you know where hr wants to be in the future and kind of where they're moving to i don't 54:55 I think to them, it's just a matter of getting started with that foundation. 55:03 What do they say? 55:04 The horse has left the stable when it comes to AI, right? 55:09 So I would say your employees trust it. 55:12 Your HR team wants it. 55:13 Champ of the Dhar, your organization has an initiative. 55:15 So to me, this is about combining these two factors and finding a vendor that you can 55:22 trust to deliver this experience. 55:25 what we're doing by helping build that foundation 55:28 is helping customers make that leap into the future. 55:31 And this to me is just tremendous data on, 55:36 and really exciting because again, 55:39 to your point in the past, 55:40 HR has been really slow to adopt this. 55:41 And so as a technology kind of junkie when it comes to HR, 55:46 I love this. 55:46 I love HR moving forward and removing a little bit 55:50 of the FUD involved in AI and seeing the benefits 55:55 is exciting. Yeah. So it's interesting. We got a question right at this time where it says that 56:01 slide shows AI and HR can move from basic answers to more personalized support. 56:07 But oftentimes the hardest part is not the tech, it's people hesitation. 56:12 In your experience, what's been the biggest resistance when rolling out tools like this? 56:17 And how do you help employees and HR teams build trust to adopt them? 56:22 Yeah, it's about change management, right? 56:24 I think that has a big part to do with any technology like this that's going to have a transformative approach to your organization that, you know, in many cases we work with clients where, you know, maybe in the path they're trying to erase the stipulation that HR already has around, you know, the quality or the time of their support and those types of things. 56:43 And so, you know, what I've found is that when done thoughtfully and with the right partner, that, you know, success breeds excitement and that, you know, it doesn't take long before rolling out a platform like this that's very intentional for employees, delivers value very quickly, both for the employee that can be amplified, right, as well as for HR. 57:10 And I think part of that is involving your employees in the process. 57:13 right involve your employees in change management understand some of that perception get some key 57:19 stakeholders and buy-in across the business right there's a whole series of things that we do with 57:25 organizations around change management to really make sure that what we're building does be the 57:31 the light of day employees do use it it's iterative it provides value right and it doesn't just 57:37 sit on a shelf and and people still don't go to their favorite person to get answers 57:41 very quickly they realized that, wow, this is nice. 57:44 This is just like what I'm used to in my consumer life. 57:48 I love it. 57:49 I'm getting answers quickly. 57:51 And guess what? 57:52 When the small percentage I don't get answers, 57:54 I'm still getting answers quickly from a person, right? 57:57 So I think it's about amplifying success, 58:00 partnering with the business, 58:01 understanding those challenges. 58:02 And then, again, just once employees start to use it, 58:06 I think it'll spread like wildfire. 58:09 I think they're used to using HR, telling them to use things that maybe aren't intentionally built for them or for HR, and therefore adoption buffers in some ways. 58:18 And so I think just natively by what we're delivering and the approach that we're taking, it makes a difference. 58:24 So what I'm hearing, Tom, is it's change management like any other technology. 58:30 So AI is not special. 58:33 We've done change management all our lives. 58:36 we just apply the same techniques and... 58:39 Yeah, I mean, specific to AI, 58:40 I think a lot of the same techniques do apply, right? 58:43 But I think it also is about where you're applying AI. 58:47 Again, AI for the sake of saying you have AI 58:49 and a check in the box means nothing. 58:51 It is about understanding the employee journey, 58:54 understanding the dynamics of how you're engaging employees, 58:57 what kind of questions they have, 58:59 all of those types of things 59:00 so that when you put AI out there, it's adding value. 59:03 It's not just a blocker or another thing that is popping up in your way to getting answers. 59:09 That's not what we're delivering. 59:10 We're delivering something that really adds value. 59:13 And that's important because there's a lot of tools right now that are sold as standalone 59:17 that you can bolt on or throw into your process. 59:20 And they really just are things that people click out of the way. 59:24 And that's not what we're creating here. 59:26 We're creating something that's really interactive and engaging for the employee, but above all, 59:31 provides value. 59:33 and not the fluff, there's instant adoption there. 59:38 Yeah, and I think that kind of echoes our experience as well. 59:42 It's nothing new, but the rate of change and the pace of change 59:46 and the ability to build trust or tear down trust within seconds. 59:51 We saw that 1.3-minute response rate. 59:55 If within 1.3 minutes you're sending a wrong answer thousands of times, 59:59 just the volume and velocity 60:01 breaks down trust pretty fast 60:03 so same tools and techniques 60:06 but different impacts 60:07 I think that 60:10 brings us to the end of the presentation 60:11 I know we had a couple of questions 60:14 and we promise we'll get to them 60:16 through email after the end of the call 60:17 so for the folks who stayed on 60:19 and thanks for the great conversation 60:21 so far Tom 60:24 this kind of discussion 60:25 and I'm sure we'll be setting up a few more 60:29 Any thoughts before we sign off for the day? 60:32 No, thank you for the time. 60:34 It was a great discussion. 60:35 I'll send over the Dutch Bros case study for you, 60:38 and maybe we can have a coffee and talk about it. 60:42 Perfect. 60:43 And for the folks on the call, you'll get the AI report, 60:47 you'll get the copy of the presentation, 60:49 so we'll make sure we send this out at the end of this session 60:52 within the next 24 hours. 60:54 We'll have a video recording, and if you missed it, 60:57 you can go watch it online. 61:00 Thanks, everyone, for attending. 61:01 It was great to have this conversation, Tom. 61:04 Looking forward to more of these. 61:06 Yeah, great. 61:06 Thanks, Pep. 61:07 Have a great day, everyone. 61:08 Bye. 61:08 Bye.
From Static Documents to a Knowledge Graph In this session, L5 and Zendesk show how knowledge management powers HR service. L5 CEO Bipin Paracha and Zendesk's Tom Boyle move past static documents toward a knowledge graph that fuels the Zendesk Resolution Platform, so HR teams resolve more and repeat themselves less.
What the session covered Why many Employee Service initiatives stall at self-service adoption What is working now, backed by practical usage and adoption data How AI and knowledge management are shaping the future of employee service Built for HR leaders, ITSM professionals, and Employee Service and digital workplace strategists.
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CEO and Co-Founder, L5.ai
Senior Sales Product Specialist, Zendesk
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