The tools intended to rationalize the work can leave businesses trapped in a maze of messages, documents and dashboards.
Super.com, a travel and financing platform on which customers can reserve hotels and earn money and awards, depends on various workspace platforms, including Slack, Confluence and Gitlab, to maintain the business.
Hussein Fazal, CEO of Super.com, told Business Insider that juggling systems often slowed down daily tasks. The documents, data sets and messages of messages were dispersed on the platforms, which made it difficult for the teams to access what they needed when they needed them.
During the COVID-19 pandemic, the company decided to permanently switch to remote work, which, according to Fazal, added an additional challenge to the recovery of information.
Consequently, Super.com needed a central system to access the information of all its platforms.
“It is difficult to just pick up information, and it can sometimes be difficult to get information,” he said.
Super.com decided to build a hub to which its employees could access at home. In 2022, the company teamed up with Glean, a startup in AI in Palo Alto, California, to create a search platform that draws information from Super.com software.
Hussein Fazal is CEO of Super.com. With the kind authorization of Super.com
A personalized search tool
Business search is software that allows users to search for information on various platforms and databases. Glean’s platform uses classification algorithms and generative artificial intelligence to facilitate user search more easily.
“Glean will find the right information and will produce an answer in natural language, to the Chatgpt, but with the information in the context of your business,” Bi Tamar Yehoshua, Product and Glean technology, told Bi Tamar Yehoshua.
She said it was not as simple as gathering all the information in a big pot. Different employees have different access authorizations, so each search must be personalized for anyone using it.
Super.com has integrated the most used applications and tools in the company, such as Slack, Confluence, Gitlab and Google Drive, in One Hub. “It’s personalized,” she said. “He will find the information more relevant to you, as opposed to me, if we are in different roles and in different teams.”
Yehoshua said the configuration process could be difficult because some companies have trouble managing that has access to tools. This means that software could give employees confidential information.
To solve this problem, Glean has built a data governance layer in the research platform, which guarantees rigorous access authorizations. Fazal said Super.com had never had a problem with Glean’s research tool giving people information that they should not be allowed to see.
Yehoshua added that even if everyone knows how to seek Google, not everyone can write a good IA prompt. Glean also launched a quick library for Super.com, which, she said, helped educate people on how to use the tool.
Fazal said he used the platform several times a day. He added that an internal investigation of companies revealed that the research platform allowed employees on average 20 minutes per day, which represents more than 1,500 hours saved each month in the team. The employee survey also found a 20% reduction in integration time for new hires.
Following steps for AI agents
Since their first partnership in 2022, Super.com and Glean have added features to the platform. A generator-AI tool integrated into the platform, for example, helps employees to write emails and to prioritize tasks using company data in real time.
For example, if an employee asks: “What are the most important things on which I should work at the moment?” The AI assistant will use Slack and Google Docs information to give a personalized response to this employee.
For the future, Fazal hopes to incorporate AI agents into the platform. He said that the next step after prompting AI to generate a list of tasks would be to get an AI agent to go doing these things. For example, the AI assistant could suggest organizing a meeting as an important task. The agent would then write the emails and reserved a meeting room to help perform this task.
“We are delighted to test it and implement it once it is ready,” he said.
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