Thryv, a leading U.S.-based provider of small business software and digital marketing solutions, faced growing internal demands as its support staff struggled to address high volumes of repetitive queries. With teams siloed and dependent on manual processes, employee productivity suffered due to delays in accessing HR and company information.
To overcome these challenges, Thryv engaged Trinet Technologies to lead the transformation. Leveraging our deep experience with Microsoft Copilot Studio, we developed an intelligent AI-driven chatbot that made self-service the new normal—giving Thryv employees faster, easier access to critical workplace information.
Tackling the Productivity Bottleneck
Thryv’s helpdesk teams were overwhelmed by routine questions about company policies, IT requests, and HR support. Searching the intranet or waiting for helpdesk replies resulted in time loss and reduced operational focus.
Trinet recognized the need for a scalable, self-service solution that could provide instant, accurate responses while easing the workload on support staff. Our goal was to build a conversational interface that felt as easy as texting a teammate—powered by the latest in generative AI.
The Chatbot Solution Built on Microsoft Copilot Studio
Trinet developed a dynamic, no-code chatbot using Copilot Studio’s generative AI capabilities, deploying it directly inside Microsoft Teams—Thryv’s daily collaboration hub. The chatbot’s core features included:
- Real-time document scanning to pull relevant HR or company policy information
- Integration with Thryv’s ITSM tools for seamless ticket generation and tracking
- Automated MFA (multi-factor authentication) resets for new devices
- Live agent escalation when more complex issues arose
- Natural language processing for intuitive Q&A across teams
- With these functionalities, the chatbot evolved from a simple assistant to a vital tool in Thryv’s internal digital ecosystem.
“Helping Thryv scale its productivity with AI was not just a technical win—it was a people-first transformation. Our generative AI solutions are designed to empower employees, simplify operations, and create measurable value from day one.”
Real Business Benefits Delivered
The implementation brought measurable benefits across Thryv’s operations:
- Faster response times: Employees now retrieve answers in seconds, saving time and reducing reliance on the helpdesk.
- Helpdesk load reduction: Routine issues like password resets and system queries are handled without agent intervention.
- HR team efficiency: Common policy queries are now managed through self-service, freeing HR to focus on strategic tasks.
- Cost savings: Less manual handling and faster resolutions lowered operational overhead.
- Employee satisfaction: The intuitive chatbot experience reduced frustration and improved daily workflows.
- Future-ready platform: This marked Thryv’s first enterprise deployment of generative AI, opening the door for broader AI-led innovation.
