About the Customer
Gusto offers small businesses an all-in-one platform for managing payroll, benefits, and HR tasks. The company’s user-friendly interface and comprehensive suite of tools make it a go-to solution for businesses seeking to simplify their HR operations and focus on growth.
The Challenge:
Despite its intuitive platform, Gusto recognized that customers still encountered friction in their HR workflows. Manual form-filling for tasks like adding new employees was time-consuming, and navigating the knowledge base for FAQs often proved inefficient. The company sought a solution to streamline these processes, provide instant and accurate answers to common queries, and empower their customers with self-service capabilities.
The Solution
To address these challenges, Gusto partnered with Onix to leverage Google Vertex Agent Builder and generative AI. This collaboration aimed to create an intelligent, conversational interface that would automate routine tasks and provide seamless access to the company’s knowledge base.
- GenAI Playbooks for Natural Conversations: Vertex Agent Builder’s GenAI playbooks enabled the creation of more human-like, nondeterministic conversations, allowing the chatbot to understand and respond to user queries in a natural and intuitive manner.
- Datastore Integration for Rapid FAQ Responses: Datastores were utilized to index Gusto’s internal knowledge base, empowering the chatbot to deliver quick and accurate answers to FAQs.
- API Integration for Streamlined HR Tasks: The chatbot was integrated with Gusto’s API, enabling it to automate tasks such as adding new employees to the HR platform, eliminating the need for manual form-filling and reducing the potential for errors.
Results
The implementation of this solution resulted in significant improvements across key metrics:
- Efficient HR Task Automation: The chatbot successfully gathered user information and seamlessly added new employees to the Gusto platform, freeing up valuable time for HR teams.
- Rapid and Accurate FAQ Responses: Customers received instant and accurate answers to their queries, reducing frustration and improving overall user experience.
- Simplified Extensibility: The use of playbooks written in plain English made the solution easy to update and customize, ensuring Gusto could adapt the chatbot to evolving needs and maintain its effectiveness over time.
Key Highlight
A pivotal moment in the project was a live demo that showcased the power and simplicity of the solution. The demonstration highlighted how a playbook could effortlessly interface with Gusto’s API, leaving stakeholders impressed with the intuitive design and the potential for future enhancements.
Conclusion
The collaboration between Gusto and Onix has resulted in a truly transformative solution that empowers small businesses to manage their HR operations with unprecedented ease and efficiency. This success story serves as an inspiration to other organizations seeking to leverage the power of conversational AI to enhance their customer experience and streamline their operations.
