Change Like You Mean It

KWI helped launch an AI technology tool to a group of 18,000 remote workers by humanizing it, creating a robust rollout plan and encouraging adoption of the tool on many levels. The launch alleviated the pressure on an inundated IT help desk while ensuring employees got the resources they needed.

Artificial Intelligence Doesn’t Have to Feel Artificial

KWI helped bring a touch of humanity and empathy (plus adoption) to an automated IT tool

Situation

In this age of hybrid work models, companies must deal with ever-increasingly dispersed workforces. With nearly 18,000 primarily remote employees, our client found themselves facing a tough challenge: providing tools and resources to alleviate the pressure on IT call center agentsto keep employees up and running. Not to mention, the organization was also onboarding 700 new hires — creating even more pressure on the IT help desk. 

Solution

To help with the heavy load of incoming IT requests, the client created an AI assistant — the aptly named “Charlie Bot.” Adoption was a real concern around this automated solution, however. KWI helped humanize Charlie by giving him a face and a personality. We worked with the client to plan, execute and communicate Charlie’s pilot launch to key employee groups, then prepared for the all-employee launch. We helped equip the organization to deliver setup instructions and tips for remote employees and new hires.

Outcome

By working directly with IT and aligning with cross-functional business partners, KWI was able to expedite the launch of Charlie. Right out of the gate, Charlie started to alleviate the influx of IT-related questions coming to the service desk. Overworked IT help agents saw this initiative as a big win for them and the organization as a whole.

Key Stats

84%

of virtual launch party attendees asked Charlie a question within 24 hours.

85%

of survey respondents asked Charlie a question in Microsoft Teams chat.

82%

of those who asked Charlie a question were positive about his response/helpfulness.

Close

Change Like You Mean It

There’s never been a better time for wisdom.

As data abounds and artificial intelligence multiplies, tasks are getting simpler. But work has never been more complex. It takes knowledge to discern insight from information. It takes empathy to navigate the pressures and politics of the modern workplace. It takes craft to forge plans into stories, emotions into engagement and disorder into design. It takes perspective, which is earned through years of confronting and overcoming the most difficult business and life challenges.

So we’ve assembled a team of experts, listeners, connectors and creators to build elegant solutions to intricate problems, choreograph grand transformations and turn our clients into rock stars.

Change Wisely…

Change Like You Mean It