Empowering employee services with AI-powered automation
A leading US-based federal credit union partnered with HCLTech as an Agentforce activator to reimagine how employees access the service support platform. Previously, staff relied on service requests and call-in lines — processes that often led to delays and inefficiencies. To improve the experience, the credit union deployed an AI-powered Employee Service Agent within their intranet. Powered by Agentforce, the solution now delivers real-time assistance, automates resolutions for common queries and ensures seamless escalation to human agents, creating a faster and more efficient support journey for employees.
The Challenge
Employees were heavily dependent on traditional helpdesk channels for resolving policy or IT-related queries. This resulted in
- High service volumes and increased operating costs
- Delays in query resolution and lack of clear communication
- Heavy dependence on manual intervention
The organization needed a scalable solution to deflect common requests, accelerate resolution times and still allow employees to reach a human expert when required.
The Solution
HCLTech implemented the Employee Service Agent to deliver 24/7 automated support through the intranet with the following capabilities:
- Resolving employee policy-related enquiries
- Addressing IT-related issues such as future password unlock/reset, software license provisioning, installation, etc.
- Creating, updating and re-prioritizing service requests
- Seamlessly handing off requests to a human agent if outside the AI Agent’s defined skills
Our AI agent implementation framework helped manage the entire lifecycle to provide a platform to iterate, improve and ensure better return-on-investment.
The Impact
The implementation delivered measurable improvements in employee service efficiency:
- >60% case deflection, significantly reducing helpdesk load
- 24x7 availability of employee support
- 50% faster resolution to employee queries and service requests
- 25% annual cost savings in employee service operations
Beyond the Numbers
This engagement highlights how embedding AI Agents powered by Agentforce in employee services can significantly reduce dependency on traditional helpdesk channels. By integrating support directly into the intranet, employees gain faster resolution and a more intuitive experience, while support teams benefit from reduced workload and increased efficiency.
Celebrating Success
This transformation reflects a broader shift toward experience-led, AI-powered workplaces. According to insights from our Blueprint to Total Experience report, 56% of global leaders are reshaping vision, goals and culture to become experience-driven organizations, while more than 40% are creating new business models anchored in experience.
Our Trends research also highlights that 64% of business leaders are moving toward a cloud- and AI-first strategy, signaling that AI and automation are no longer optional but core to future growth.
By embedding AI-driven automation in employee services, the credit union not only streamlined support and reduced costs but also strengthened its ability to scale, enhance employee engagement and build a resilient, future-ready operating model.
