Ericsson, a networking and telecommunications giant headquartered in Stockholm, Sweden, faced a monumental challenge: How to provide consistent, efficient self-service support to its 100,000 employees spread across 180 countries. With multiple departments and lines of business and complex organizational processes, Ericsson needed a sophisticated AI solution to enhance their employee experience.

Enter AvaamoEX. Ericsson partnered with Avaamo to deliver a suite of AI-powered Employee Experience Agents that deliver a personal, specialized, always-on support across digital and voice channels. This was achieved through deep integration into the organizations enterprise applications as well as being trained on their internal policies, procedures, and protocols.

The implementation was comprehensive, here are just a few dedicated EX agents:

Sales Acceleration: An AI assistant streamlined proposal creation, significantly reducing the time spent on crafting well-structured proposals.

Global IT Support: A multilingual IT Agent efficiently managed support tickets, helping resolve issues more quickly and according to country-specific policies.

Financial Queries: A GenAI-powered bot acted as an intelligent gateway for finance-related questions, improving response times and accuracy.

Policy Navigation: A GenAI agent accessed vast repositories of company guidelines, providing concise, tailored responses to employee queries about policies and procedures.

The AvaamoEX deployment has saved Ericsson many thousands of employee hours, leading to substantial productivity gains. Employee satisfaction scores related to internal support showed notable improvement. Ericsson now continues to expand its use of AvaamoEX, the company is exploring new ways to leverage Generative AI to foster innovation and drive business growth, reinforcing its position as a leader in both telecommunications and employee experience.