Icertis takes employee experience to new heights
When work went remote, Icertians could no longer walk over to HR, and surveys ran ad hoc on separate tools.
AVIA now answers policy questions, escalates the rest, and runs every survey in one chat.
Driven by the vision of an exceptional employee experience, HR leaders at Icertis went looking for a platform that would automate HR processes and give employees easy resolutions.
Icertis builds an AI-powered contract intelligence platform. When its people went remote, things everyone took for granted disappeared — nobody could walk over to HR with a question, and HR could not take the pulse of a team by talking to it.
Queries about payroll, leave, policy, travel budgets and stock options arrived by email or phone. Pulse surveys ran ad hoc on different platforms.
- HR answered repetitive queries by hand, over email and calls, across five countries.
- Icertis was evaluating survey tools and query tools separately; one platform for both avoided a third tool.
- Unanswered queries escalate automatically after a set time, so nothing needs a follow-up email.
- Pulse surveys pulled people into AVIA, and notification delivery doubled from 30% to 60%.
What remote work broke
HR operations answered the same questions again and again over email and calls. Senior leadership had no visibility into HR service metrics. And engagement and pulse surveys were irregular.
During the pandemic, one of the most common questions globally was how to access benefit plans — asked separately, answered separately.
As we pivoted to remote, a lot of things we took for granted in the normal office changed. It was no longer possible to walk to the HRs to ask a question, or for HR to talk to colleagues to find out the pulse. This is where Leena AI stepped in with Avia.
Pranali SaveCHRO, IcertisWhy one tool, not three
HR leaders were looking for two platforms in parallel: one to automate HR queries, and one to make surveys more regular and interactive.
Few conversational AI tools offered chat-like surveys. Getting query management and surveys on one platform made the decision easy.
The decision to go ahead with Leena AI became easier as we could get both query management and surveys on one platform. And it felt completely unnecessary to burden the employees with a third tool.
Anusha ChokanyGlobal Employee Experience, IcertisWhat Icertis built
The assistant is called AVIA — Autonomous Values in Action — after Icertis's core values: Fairness, Openness, Respect, Team and Execution. Employees in the US, France, Germany, the UK and India use it.
What AVIA does
- AnswersOne place to askPayroll, leave, policy, travel budget and stock option questions, answered instantly.
- EscalationNothing gets missedUnanswered queries become tickets that escalate automatically after a set turnaround time — more transparency, and the best HR service from day one.
- AnalyticsA view of HR serviceRatings for HR executives, average response and resolution time, and slow departments.
- SurveysConversational surveysPulse, engagement, return-to-workplace and 15, 45 and 90-day onboarding surveys, run per team.
The HR team now checks new tickets in a single window each day, and leaders can see which departments take longer than usual and where the bottlenecks are.
Those metrics also tell leaders whether the platform is helping them reach their goal of HR automation. The team uses AVIA to send kudos to HR colleagues who are performing well, too.
What changed
Icertis set a rule of under 24 hours to respond to any employee query, and full resolution now takes less than a day or two. Employee tickets fell significantly. As people logged in for pulse surveys, they discovered AVIA for queries too — even managers started using it.
The technology-driven crowd at Icertis embraced the new experience quickly. Integrating query management with engagement boosted both usage and awareness of the platform, and running regular pulse surveys improved adoption of AVIA itself.
| Measure | Before | After |
|---|---|---|
| Where employees ask | Email and calls | AVIA |
| Full ticket resolution | — | Under 2 days |
| Response time commitment | — | Under 24 hours |
| Surveys | Ad hoc, on different platforms | Conversational, in AVIA |
| Notification delivery | 30% | 60% |
We wanted to ensure that our employee service is super-efficient. After the launch of AVIA, we have set up a process that enforces less than 24 hours of response time for any employee query. Now, with this entire automation in place, our resolution time is less than a day or two, which is excellent.
Bhushan KumarDirector – HR Technology, IcertisStarting from day one
AVIA is introduced to new employees on their induction day, and onboarding surveys at 15, 45 and 90 days feed back into how onboarding works. The ‘Return to Workplace’ survey is helping department heads plan the hybrid model team by team.
The hybrid planning is practical: which two teams can be clubbed, and how to make collaboration easier for teams that need to meet more often. Icertis is also evaluating Leena AI's employee onboarding platform to build better connections with candidates who have accepted an offer, and to automate talent-acquisition work such as documentation, data integration and automated reminders.
Next, Icertis wants a holistic onboarding dashboard and, within six months, to replace email with notifications for all important HR communication. For now, the aim is simple: higher adoption, and automating even more queries.
About Icertis
Icertis pushes the boundaries of contract lifecycle management. Its AI-powered Icertis Contract Intelligence platform turns contracts from static documents into strategic advantages by structuring and connecting the information that defines how an organisation runs. Icertis has more than 1,700 employees.
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