EverBank Case Study

The Challenges

Prior to MeBeBot, EverBank's employee support process had pain points:

• High Manual Effort: The HR team spent 1-2 hours daily answering repetitive Tier-1 questions about PTO, benefits, and policies, which delayed strategic project work.

• Indirect Escalation Path: When issues were escalated via forwarded emails, they often lacked context, making it difficult to assign them to the correct subject matter expert and causing significant delays in resolution.

The Solution

EverBank partnered with MeBeBot to launch the "AskHR" AI Assistant, which included the following key features:

• AI-Powered Self-Service: The chatbot was embedded in SharePoint to provide employees with 24/7, instant, and accurate answers to their HR and payroll questions.
• Unified Knowledge Base: A central knowledge base was created and maintained by subject-matter experts, ensuring all answers reflect the most current policies and information.
• Streamlined Escalation: For complex queries, employees can click a link within the chatbot interface to generate a formal help desk ticket, ensuring the issue is routed to the right specialist with proper context.
• Data Privacy & Security: The solution was deployed to meet the bank's strict security requirements, delivering guidance without storing any employee personal data.

The Outcomes

The implementation of MeBeBot's AI Chatbot led to a transformative shift in People Operations and the employee experience:

• Immediate 24/7 Support: Employees gained instant access to answers about PTO, wellness stipends, medical plan details, 401(k)s, and company policies, boosting satisfaction and efficiency.
• Increased HR Strategic Focus: By automating repetitive inquiries, the HR team was freed to focus on high-value strategic initiatives, such as a major bank acquisition and manager coaching.
• High Employee Adoption: Employees quickly embraced the new "AskHR" tool, with hundreds attending voluntary training sessions to learn about the new support model.