All right, everyone. Hello
and welcome to the Igloo webinar.
Meet your companion for a better
workday. The Igloo digital
Assistant. My name is Carly.
I am a marketing manager here at Igloo
and we're super excited to have you all
here today. I just wanted to give
a few housekeeping comments before we
begin.
So the Q and A feature is enabled
at the bottom of your toolbar. If
you have any questions, please submit
them there. If we run out of time
and your question isn't answered, we'll make
sure that someone follows up via email.
Also closed captioning is available
for this webinar using the button on
the toolbar.
Now, I want to introduce
our speaker, Brad. Rook Brad
is a senior customer advocacy
manager here at Igloo. I'm sure
a lot of, you know, and love him from our
webinars and events
at Igloo. Brad works on our customer
experience team where he enjoys working
with customers to grow and evolve
their digital workplaces, chat about
data and discuss anything else that
could lead to greater digital adoption
and transformation.
So now I'm gonna hand it over to Brad to
cover the agenda and to get us started.
Thanks very much, Carly uh for
that intro. And yes, folks, my name is Brad
Rook and I'm very happy to uh be
presenting with you today or
to you today uh for this
webinar. So getting right into
our agenda, our overview uh today,
what we're gonna look at is first off understanding
the challenges that are presented
uh in today's world of work with today's workforce.
We're then going to look a little bit at a I's
influence on technologies. We're
going to look at the digi assistant at a glance,
this isn't a functional demo. We're really going to talk
about uh some of the featuring
uh some use cases, things like that, especially
as we get into our next point, the value of
the igloo digital assistant for hr
internal coms and it teams uh but
we're not doing a uh uh a functional demo,
so to speak. It really is more uh feature
highlights and uh talking about the use
cases how it can meet particular groups
of users where they work.
So as noted work
has changed. And the first thing that we wanna uh look
at is well, how has work changed and what sort of challenges
are being presented within the world of work
today uh to our folks
that are doing that work. So
digital friction is a thing we talk about a lot,
we hear about a lot digital friction, of course,
is the uh uh interference
of uh disparate apps of,
of pings and dings as we hear it called in our
lives. We're having to contact shift.
We're getting notifications from all over the place.
Uh We're having to dive deep the apps to perform
simple tasks, things like that. And that continues
to be a challenge and we're seeing, of course, uh
not only is it a conversational piece,
but we're getting a lot of organizations directing a
lot of attention to minimizing
digital friction as they seek to maximize
the digital employee experience.
The workforce itself is, is still fragmented,
disconnected and disengaged, especially
when we turn our attention uh in a lot of cases
to to the front lines to de list
workers, things like that. So front line
uh and desk workers um
pardon me, front line and desk workers,
uh they don't use the same tools necessarily
that do or have the same needs for tools
that do their desk counterparts. So there's a disparity
in that we can see that point being high related
as well. Front line and desk workers
have different requirements using the same
tools uh for them is ineffective. And
then of course, the paradox
that's been with us for a number of years now, navigating
remote and hybrid work model is quite challenging.
So turning our attention to some stats
around this world of work and some
of the challenges presented. First off, we see
a churned employee could cost an employer
three times their annual salary.
We see that in, in organizations can
save uh 12,000 per employee
per year by eliminating poor communications.
So with that, they're, they're increasing employee
awareness, they're eliminating time spent
looking for information. Uh they're
enabling that corporate know how and knowledge
that's so integral with making sure our employees
are engaged and productive
and then
generative A I A topic we're gonna talk
about a little bit as we look at the digital assistant
can also help complete writing tasks
by 37%.
Uh an increase in speed there. So there's
a lot of cool stuff. But thinking of this first
stat that we're looking at on churn. A disengaged
employee is estimated as well
to cost an employer 18% of their
salary annually. So this isn't someone that's churn,
this is someone that remains uh but
is disengaged. So as we can
see, there's a lot of savings that can be had
and very simply put it pays off to
ensure your employees are engaged involved
and can find the tools they need to do their jobs,
minimizing distractions and impediments
to progress, pay dividends in, in
today's world of work.
So then looking a little bit at the influence
and impact of A I looking at the technology
landscape. If you will for a moment, we see
that A I is a really hot topic of course,
um as illustrated by some of the points on the
screen. But we know it's a hot topic. We hear about
it all the time.
Any tool that employs A I as
the igloo digital assistant does has
to become part of this conversation. A
I itself has the potential to
significantly accelerate digital transformation
by automating routine tasks, accelerating
uh enhancing data analysis capabilities
and providing insights. This allows
organizations to streamline operations
by enabling and engaging employees improving
processes and time to value and
delivering personalized experiences.
So, with the Igloo Digital Assistant, we're
leveraging A I in ways that support your
users, allowing them to focus on the important
work that they do.
So as it says on the slide here, meet
your everyday companion, the A I powered
digital assistant, the Igloo digital assistant
extends the capabilities of the Igloo
digital workplace by bringing together important
tasks, notifications and information
from various systems, creating a unified
experience which can be accessed anywhere, whether
you're at the desktop, whether you're in the field, whether you're
on the go,
the digital assistant helps to minimize
digital friction by acting as a source of truth
for notifications and providing updates
from other integrated systems within a trusted
centralized interface. That interface
is your digital workplace. You work to
establish this as a source of trust
uh within your organization, a source of information.
And I've heard it phrased to me as a central
hub. I've heard a phrase to me as any number of
things. Bottom line. You want
your employees doing their work within
or doing part of their work. Referencing the
information they need for their work within
your digital workplace. Working
with the Igloo digital assistant within your digital
workplace helps further cement the digital workplace
as a source of utility, a source of trust
and a source of information within
your electronic ecosystem.
The Igloo digital assistant can appear as
a toolbar in some digital workplaces
while it can also appear as a floating action
button in others. This offers a variety
of UX. What we're seeing on screen
here is the expansion from the floating
action button.
But turning our attention kind of away
from the screenshot for a second and thinking of some
of the value here, how some of the high level
value props, what are those? First
off, we're looking to reduce or eliminate
that digital friction we talked about. So
providing context, providing
guidance to the information that matters, enabling
employees to be able to self serve and
look for information on their own instead
of having to call people or become frustrated
with not being able to find that information.
We're looking to reinforce that center of trust,
as I just mentioned, reinforce that center
of trust for company information.
So backing up that digital workplace,
uh as that source of truth, that center
of trust, we're also centralizing
or seeking to centralize disparate processes
and applications. So we talked
about the idea of there being a lot of applications
out there competing for attention, we're trying
to separate uh centralized notifications
these within your digital workplace,
within the digital assistant. Uh to
allow for uh those notifications
to be consumed, to allow for tasks to
be completed uh without having to
uh move out to those disparate systems. And
then finally, not finally, but another
high level value prop if you will uh we're
enabling content creators and consumers,
thereby supporting overall engagement
within your digital workplace and across your
organization.
So looking at it some high level features
here in today's world of work, it's critical
that employees can find and receive the information
and tools they need to do their jobs with minimal
effort. The Igloo digital assistant
is working seamlessly within the desktop
and mobile experiences, delivering a consistent
personalized experience that meets their users,
as I mentioned, where they work,
centralizing notifications and simplifying
workflows, allows workers to focus their
attention on work that matters and not
on looking across apps for tools
or information to support that work.
So looking at the interface, it's easy
to use for starters whether on a desktop or
mobile device and you don't have to install
a whole bunch of apps. This is one application
working within your digital workplace.
We have a centralized source for notification.
So we're bringing together those notifications,
allowing your employees to engage with them on
their terms.
We have an A I powered chat bot
that asks uh allows asking
of questions and getting personalized responses.
It's enabling that self service. It's
providing those employees with that sense of empowerment
to go get the things that they need
to find the information, they need to help themselves
within their uh life cycle uh
within your organization.
On the other side of the slide, we're seeing simplified
workflows, managing requests, approve vacation
and more without from again, from that single experience,
without that context switching, without switching
apps, you're minimizing delays in
taking action and you're providing a highly
responsive experience and good time to value
with these things. And then finally looking
at integrations, we're looking at integrating
your systems and removing digital friction
for the employees. So, you know, talking about
the workflows, we're doing a lot of approvals, things
like that. Uh We're looking at the idea
of of of managers being able to improve
expenses and vacations, things like that.
But your employees are also benefiting from
these integrations by seeing things like their
uh personal time off their PTO balances,
time sheet reminders, things like that. So it works
both ways and benefits uh your work
in audiences.
So let's talk a little bit about RO I
so ro I of course, we're talking about driving
measurable results and in this case, we're looking at
some of our customer adoptions for these statistics.
Now, I'm not gonna highlight all the statistics
one by one on the slides or rather, I'll highlight
the statistics but not every little point under
each of them.
Um But overall in, in, in kind of an
hr context receiving, we're seeing
an increase in onboarding, we're doing things like
reducing training costs, reducing voluntary
turnover and absenteeism, things like that
as well as accelerating onboarding
with corporate communications. We're seeing
um increases of up to four times engagement
and reach. This is highlighting channels, highlighting
articles making communications more effective
and targeted to the right audiences and
of course, enabling people to find the communications
uh that uh have pardon
me, that uh um bring up their attention
um as far as uh it
and support, we're seeing a reduction in overall
costs and this extends to things like support
tickets have been overhead, things like that. We're
seeing overall 70% faster
time in approvals of uh productivity
is a big thing and uh certainly
sent a lot of these notifications
within this tool and allowing those approvals just
to be generated through the digital assistant as
opposed to having to go into a lot of these applications
uh is, is is creating great time
to value in that approval process. And
then of course, our goal is to
um enhance the satisfaction
of our employees and really uh provide
them with an ideal digital employee experience.
And we're seeing that happen as well
anecdotally. For in a second, we, we
started using the Igloo digital assistant within
our own internal igloo uh it
I uh several months ago and
for me, it quickly became a great source
of truth. Um whether I was getting notifications,
whether I was watching my expense go through process,
whatever the case may be,
it was something that to me became inherently
valuable very, very quickly. So that's just kind
of a personal anecdote uh as
far as some of the Roy and
of course, the the the impact that I
saw from the igloo digital assistant.
So the igloo digital assistant provides,
you know, or pardon me, improves working life
for hr teams by supporting employees
throughout their life cycle with your organization.
It's a trusted tool that centralizes information
within the digital workplace experience while providing
appropriate links, nudges and reminders.
So we see things like enabling
employees self service through access to corporate
policies, things like pay information, time
off, you're moving from multiple tools
to a single experience. That's a great benefit.
Of course, I mentioned integrations
and we can integrate with numerous hr
is systems to streamline processes
like approving vacations or expenses
managing the employee life cycle through
on boarding and in boarding, providing of training
reminders, things like that.
And then finally, the final point on this slide,
we're elevating organizational programs
exposure for those sorts of programs,
things like diversity, equity and inclusion initiatives,
things like employee milestones, corporate recognition,
things like that. There's a lot of really
cool stuff that we can amplify
uh through usage of notifications
uh within the Igloo Digital Assistant,
enabling employees to self serve when finding
information not only enables their confidence
and lessens frustration, it also frees
up time for folks who would be answering those
inquiries and and allows them to focus
on other more impactful tasks. The
ability to provide these timely actionable
uh elements of guidance for training and career
pathing is driving focus and in increasing
employee retention while the ability to shine
a light on significant initiatives and milestone
creates engagement within the organization.
And that of course is another huge winning
factor in retaining employees.
So, on this slide, we're looking at a couple of
uh aspects, a couple of little workflows that
we have. And on the top, we see on boarding
or as I mentioned in boarding employees to either
the organization or to new teams, whatever the case
may be even progressive training through
the employee life cycle. We see that
employees receive notifications of training,
not only that but the links to access those
systems and complete training or links to the
relevant information they need. In order to com delete
those tasks on the lower half of
the screen, we're reminding employees we're
we're asking for information from these employees
when we want them to submit their quarterly goals
or so, schedule quarterly check ins. We're
able to provide those targeted reminders. And as
we can see in the mobile interface on screen,
it's a nice concise, very
well put together interface uh that
presents the information to the employees
in a very clear fashion. Once
again, we're considering hr here from two perspectives.
Hr teams themselves benefit from the
Digital Assistant by utilizing approvals,
reminders, integrations with other systems,
centralizing and pushing training notifications
and managing the employee life cycle while
the employees benefit by being able to easily
find information while being reminded of training
opportunities and policy updates
through easily digested notifications.
The igloo Digital Assistant helps your it
teams with their day to day priorities and helps
your users with managing their it ne
needs. Uh We see things like
integration with other tools becoming very,
very easy. We enable employees
to sub uh self serve their it requests
such as submitting or managing service tickets
and it related resources become
more exposed as well. We're able to
centralize those through the chat bot. We're able
to um uh enable employees
once again to self serve and find the information
they need.
So the benefit of this with it teams
is that it teams by and large prefer
systems that are easy to use and manage because
they enhance efficiency, they reduce
the likelihood of errors and they minimize the
time spent on troubleshooting and maintenance.
Such employees pardon me, such
systems enable it professionals to focus
on strategic initiatives and innovation rather
than being bogged down by complex or cumbersome
processes.
Additionally, user friendly systems
improve collaboration and communication within
the team leading to a faster problem
resolution and better overall performance. The
ease of use translates to quicker on boarding
and training of new staff, ensuring that the team
remains agile and responsive to all the
organization's needs.
And if we look, we're seeing a day
in the life of it freeing up time.
Uh And what we're seeing in this case is again,
a couple of workflows. So we're looking at the idea
that employees can self serve
it, tickets managing their it requests
through the igloo digital assistant. And
we also see that exposure through the chat
bot of some of maybe the guides, they need
troubleshooting guides, uh users
manuals, whatever the case may be, they're asking
questions of this chat bot finding
the right information uh that they need
to and of course, surfacing it to that
employee with a relevant link enabling
that self service, reducing uh
user frustration uh with the overall
experience.
The Igloo Digital Assistant supports your internal
coms efforts by enabling content creators
and enhancing the reach and impact of content.
So we see things like ensuring communications
reach the right audience at the right time with
timely personalized notifications,
we extend the reach of your communications
channels with recommendations and we keep
employees engaged and connected to the information
that matters. Looking to those personalized
notifications, they can be directed to individuals
or groups of users depending on the desired
audience. This allows you to direct
attention to what your users need to see in a timely
fashion. We've seen many cases
uh within our customer base of engagement
with content jumping with these reminders
being generated and the A I powered
redoing recommendations application is
often amongst our customers. Top viewed applications.
I actually talk to a couple of customers
in recent memory, but that's exactly what they
said. Yeah, they said that reading recommendations
was something that was very beneficial.
And was when they were looking at uh how
much the uh various applications within
the digital assistance were viewed, it
was actually topping the list. So there was a lot
of good benefit to them there.
Overall, we're seeing enhanced breach,
increased message consumption and greater engagement.
When posts are highlighted within the igloo digital
system, as
I mentioned, we do have an A I component
to this. Um aside from the chat
bot and that's content genie. So the content
genie featured within the igloo Digital
Assistant supports content creators using
generative A I to author articles
or simply to diffuse writers block.
There's often a little bit of a a ha moment
with folks where they go wow, it's gonna author
articles for me as
uh no, uh it will
if you want to. But quite commonly what we
see instead is the idea that we're generating
content that's gonna gonna maybe diffuse writer's
block. I wanna write AAA post on employee
engagement. Maybe I asked the uh content
genie to help me with that. We can see on screen
here. We've got some options where it's going
to do blog posts email drafts, whatever the
case may be,
it can rewrite, translate or enhance
content. It can analyze sentiment, it
can summarize key points or trends for more concise
posts as well. So it can eliminate some of
that run on those sorts of things.
The digital assistant further supports content
consumption by providing reading recommendations
and amplifying new content and other important
information.
And on the administrative side of things,
igloo focused apps within the Digital Assistant
also provide administrative notifications
and suggestions, sentiment analysis
and they review content for inadvertently
exposed personally identifiable information.
So coming to the end of things, what are some
of our key takeaways? Well, first off
digital friction as we explored, continues
to impact today's workplace organizations
that work to minimize that digital friction are setting
themselves up for success. And certainly we've
seen how an implementation of the Igloo Digital
Assistant can allow for that to happen.
The Igloo Digital Assistant is harnessing
the power of A I to meet your employees where
they work with an intuitive interface that guides
attention to the things that matter. So again,
going back to the point about digital assistant
uh or digital friction, we don't
have to worry as much about
that simply because we're providing employees
with the information they need. We're not asking
them to go into disparate apps and look for that information.
We instead bringing it to them through
integrations, things like that.
The Igloo Digital Assistant works seamlessly
within your digital workplace, driving further engagement
within your digital home. I know I went on a little bit
about this point, but you've created
this source of truth, this trusted resource
within your organization.
This helps amplify the reach of that
simply because it's pulling information
from within the digital assistant. But it's also
centralizing the digital system as
a uh the digital workplace. Pardon
me? As a place you go for information
integrations to other sources of truth within
your organization, centralized information
and actionable items without the need to application
serve. So I'm not having to bounce back and forth
in contact shift. I can get the work
I done. Pardon me?
I can get the work done that I need to uh from
within the Igloo Digital assistant
A I powered tools like the content genie
are supporting your content creation teams by
bringing greater accuracy and time to value
for content creation as well as consumption.
And then finally, the igloo Digital Assistant
can also provide smart notifications and nudges
to your admin teams. So helping on the back
end with some of the content governance and
the governance overall of the digital workplace.
So that brings us to the end of uh
the prepared content. I know Carly, we've got some
time for Q and A. Do you have uh some questions
for me that have come in?
Yeah. Thanks Brad. That was great.
There are quite a few questions
um in the Q and A So
the first one is, how does
the igloo digital assistant differ
from other digital assistants on
the market?
Oh, good question. Um, for me,
I think it's the conversational aspect that makes
it different.
Um, it's unlike typical chat bots.
The, a lot of typical chat bots give
really rigid preset responses.
Our chat bot more understands and engages
with questions more naturally. For example,
um,
if I use chat bots on other websites, they
often provide generic answers that don't address
my specific needs. And I'm sure a lot of
our audience might be thinking, yeah, I've, I've lived
that before. Uh our chat bot is
really designed to understand and respond to
your exact questions, making the interactions
more helpful and intuitive. So again, with
that A I power, it can, it can learn it a little
bit and we can uh we don't have to be as rigid
with our question structure. So it's more conversational.
Awesome.
Um The second one and I see a few more
popping into the Q and A just
as a reminder. If we don't get to your
question, if we run out of time, we will make
sure someone follows up via email.
Um The second one is what
are the most common use cases that
you're seeing from your customers around
the digitalis
digital assistant?
Oh, good. Uh Yeah, we def definitely
see a lot. I mean, is it fair to say a lot?
Um
definitely expense approvals time
sheets, um, having things
like time off available, like a lot of that, that
human capital management stuff.
Um, I've seen, uh, a lot of customers
that are looking at things like, um,
the training reminders that we talked about,
like providing those nudges for,
uh, for things like you have to take corporate training or,
or streamlining the onboarding process.
I mean, I think there's a lot there as far as those
sorts of notifications go.
Um Certainly another big one that I've seen
is is it ticketing and,
and supporting the, the the digital
employee experience with that? So the
idea that if I'm having an it issue,
I can simply submit the ticket through an integration
uh as opposed to uh having to get
on the phone with an it representative, that sort
of thing. And then another really big
one is I mentioned uh a kind of the tail
end of things, the igloo uh based
applications that we have that work in kind
of uh as kind of an administrative support.
So, uh these are things that
uh that will tell you about,
for example, like the reach of blog content,
things like that. Uh They'll tell you about content
that may have possibly aged out. Um
They'll look at um as I mentioned,
um maybe you have people offering content
and they've inadvertently exposed personally identifiable
information. Um even just
the ability of things like the content
genie to help people
spur on II I went on a little bit
of a tangent about the whole idea of writing content,
but I write a lot of content and sometimes
it's hard. Uh so being able to
take advantage of uh artificial
intelligence, the A I component
to be able to uh kickstart me
in that creative process is often quite helpful.
But certainly, uh a lot of
uh the uh the igloo based
uh notifications are also really big use
cases as well. So hr uh
it for sure. And uh certainly
a lot of reach into corporate coms and some of that igloo
admin, there's a lot of really good stuff there.
Awesome. Thank you. Yeah, the, the
it part of it is just
being able to like track and manage your tickets
is so helpful.
Well, and you know, like even going with like
expenses, you know, I'm iii
I submit expenses. II I don't approve
expenses, but at the same time knowing
that I've submitted an ex an expense
seeing that that expense has been received,
seeing that it's been approved and then watching
it kind of go through the life cycle. Uh It's
just, it was just a really cool feature for me
and just being able to have that information available
within the digital workplace where I spend a lot of my
working life. That was something that was really
super cool for me. So um definitely
these are a lot of possible and, and, and if
I didn't mention that I think it did, but definitely expense
approval is another big one. that is
a very popular ask um
amongst a lot of our customers.
Awesome.
Um The third question,
can you provide an example
or examples of how the igloo Digital
Assistant has helped other organizations?
Yeah. Um
as I mentioned, iii I had the benefit
of talking to a couple of um customers
about this in in recent memory. And III
I talked to one customer and actually
it was just more a quote than anything. But
uh it really reinforced one of the points that I was
making about uh establishing
your digital workplace as a, as an area
of trust and, and, and helping further the
idea of that, that source of truth
uh within the organization. And that was one
that uh this customer shared with me. So a large
organization, uh they're just in the process
of implementing this right now. Uh But
the benefits that they could see was that centralization
of the digital workplace as that source of truth
creating that central hub that launch
pad if you will for, for kind of the day's
work. Um I'm thinking
of uh uh another organization, they're
uh they're in the health care industry and I just talked to
them, we're actually gonna be uh releasing a little
bit of a use case study on them um
uh on our customer care site. Uh
And they really, they,
they were one of the ones that, uh, came
up or rather, uh, present to
me, the idea that, um,
the reading recommendations had really
taken off for them. So that was something that it was really
helping them surface content,
um, for their employees and, and
really understand what their employees are
seeing and, uh, they were seeing, uh, engagement
with channels, take up that sort of thing. So
lots of that going on. Um, certainly,
uh, I've also seen customers that have implemented
uh some of the hr is systems, certainly
expense management, things like that. There's
been a lot of those benefits as well that I've seen
uh with our customers. So um
again, a lot of what I went over, but
um certainly some very impactful cases
for them. And it's just again highlighting that digital
workplace as a source of truth and facilitating
ease of use across the organization.
Awesome. Yeah, I'm super excited for that case
study just to see that one
come out. I think it's gonna be great. So,
um I know we're at time we wanna be
respectful of everyone's time.
So I think we're gonna stop there. Like
I said, we will make sure that someone
follows up with you via email if you ask
the question.
Um Brad, any final closing
comments?
Um No, I, I thanks
very much folks for attending the webinar today.
Um Certainly, as Carly mentioned, we, we,
I see we do have a number of questions and
uh, we'll certainly have someone get back to you. But,
um, as I said, in my, my brief anecdote,
it's, it's something that I've really enjoyed using.
I'm looking forward to the continued uh evolution
of the igloo digital assistant. And thanks very
much for attending today.
Thanks everyone.