United StatesTechnology and telecom2024 – ongoingPaycom
Semantic-search AI agent for client-service specialists
Paycom added an AI search agent as service automation reduced tickets by 25%
Problem
Paycom assigned clients a service specialist as their single point of contact. Specialists needed quick access to knowledge to answer questions consistently across its software.
Approach
Paycom introduced a proprietary internal AI agent using its own knowledge-based semantic search model. The agent helped specialists retrieve information and respond to clients. Paycom retained its personal service model while automating supporting work.
Results
Takeaway
The agent supported specialists within the existing service model. Paycom attributed the ticket reduction to service automation overall and did not isolate the agent's contribution.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Paycom described an internal AI agent that used proprietary semantic search to assist service specialists. It reported improved client response rates and 25% fewer service tickets from its broader automation work.
Full details are in the original sources.