started so hello and a very warm welcome to another session for employees Center customer Shel um I'm SMY Gupta outbound product manager with unified employee experience team I am joined by Puja Gupta who's a senior manager outbound product management with unified employee experience team um she'll be co-hosting the event with me today and uh today we'll be discovering Expedia employee Center implementation Journey so uh today's session is part of uh live on service now events umbrella which is a curated event series to connect you with service now experts so and you can see the schedule for other events under live on service now Umbrella by scanning the QR code on the screen just uh uh some basic housekeeping rules for this session um we'll be recording today's presentation but uh the recording will not be shared externally um since today's presentation is confidential please help us maintain the confidentiality of the content in this session by not copying recording or sharing the content of this presentation we'll try to answer your questions throughout the duration of the session so uh please keep us posted on your questions in the Q&A panel and uh we'll also try to dedicate some time towards the end of the session for any questions or comments that you may need to discuss after the event uh you'll be prompted for a very short survey please do help us improve by providing your valuable feedback other than that U if you have any uh comments uh please do keep them posted on the chat session but uh please feel free to drop your questions in the Q&A panel only we are just mon monitoring the Q&A panel for questions not the chart so U just to set some context there um we'll um start with an introduction to employee Center I'll talk about what it is why we built it and so on and then uh we will Deep dive into the meet of this presentation um that is U deployment story for Expedia so employee Center is intended to be the digital front end that we creating for organizations for um enabling not just Service delivery and employee Communications um but also to drive experiences that increase the selfservice within your organization thereby improving case deflections and uh improve improving Employee Engagement so basically uh doing away with uh swivel share experiences for your um end users or your employees so I won't go super deep in this slide U since we are all excited for the Experia story today but um in terms of our vision we are looking to build a unified employee experience platform that delivers capabilities across three key themes the first one is focused on Service delivery so it is uh making sure that these services are built with a purpose and offered in an easy to understand language for the employees the second theme is targeted communication that uh makes sure that the employees have the right kind of information highlighted for them at the right time and the last theme uh we have is Unified systems U that ensures that the employee experience platform is actually uh being able to connect with multiple different systems and provide a unified experience when it comes to the portal aspect our goal is to help organizations transition from isolated departmental service portals to an enterprise portal so um most organizations currently have silid portals U so there's a separate portal for it a separate one for HR and so on and then um they might have different point Solutions like workday or SCP or something else and um then then there are multiple different places where employees and managers need to go to get their task done what we want to do is we want to help organizations move away from those Silo portals to an enterprise portal that is multi- Department in nature and acts as a single access point for many different applications so um you'll see employee Center comes with uh two packaging employee Center standard and employee Center Pro now um employee Center standard um uh has the ability to connect multiple different departments and offer that Unified Service portal experience and then employes Center Pro actually extends it with capabilities such as app launcher um employee Communications of experience and service feedback Enterprise search employee news and uh many more of such Advanced capabilities which is basically being able to search um um and provide that um enhanced search and browse experience with than your employee portal so employee Center Pro literally elevates the foundation that you have created with employee Center standard uh for just offering services to creating more engaging and modern experience for employees there's a lot of content to be covered with respect to employee Center Pro and um standard but uh this is not the right um platform to Deep dive into those details so I'll um just let you um have have um access to these other events that we are organizing um on an ongoing basis uh we have Academy sessions um uh to uh Deep dive onto our features and capabilities then we have um officers employee Communications officers and deployment officers where the uh product and Engineering uh Team um sits with you uh uh every month to resolve your questions live and then we have the product webinars ongoing so um all of these details are also present on our employee Center product Hub you can see the link on the U screen and the QR codes with that um moving on to expedia's U implementation so um Expedia group has been uh one of world's largest travel platforms they are backed by more than 20 years of tech Innovation for delivering best-in-class experiences to their customers and with that thought process um um this has also been reflected in the experience that they provide to their um employees today uh we have Houston representing Experia group as a principal product manager with the people Tech function within the organization he comes with an immense 10 years of service now experience with Expedia group across both itm and hrst 4 modules so I let let Houston add on to that int introduction and then continue with the presentation the floor is yours Houston awesome thank you so much um let me go ahead and start sharing my screen here real quick and just to confirm do you see the presentation side or the notes side we see the notes side okay perfect so um thank you so much for the introduction as as you stated I'm Houston chadam Wright here with Expedia group have been here for 14 years and just for context I sit within the people technology space and so people technology at Expedia group is um essentially the HR Tech that supports HR employee Communications as well as IND so inclusion and diversity uh and then we are connected at the hip to our peers over in uh corporate it who own the service now platform so uh this what we'll talk about today will be about that Journey with multiple teams across EG to be able to launch our Floy centor Pro instance um high level we'll talk about just you know Expedia group as a whole so you can know a little bit more about us and our staffing our Evolution and then we'll go into more of a deep dive of where we started uh take a look at where we are today our technology landscape and then show a couple of capabilities that we have within employee Center Pro so for those that are not familiar with Expedia or might think of Expedia and ex expedia.com as the primary that is one of our Brands but so you know uh we actually have over 20 globally relevant brands and those might be things like Trav velocity and orbits verbo commonly outside of our company known as VRBO um but we have over 20 relevant Brands 200 travel sites and we operate out of 70 different countries um from an employee base we have a little over 16,000 employees 4,000 contingent they operate out of either virtual locations or 110 offices in 48 countries so we are very globally diverse uh one of the things I will say as we do move through the presentation today just for awareness we are a heavily desk population so I do know that uh different Industries have different employee bases and where you need to meet them one thing I will say is a lot of what you see today is focused around the fact that our our employees are desk or always on a laptop um and so our I'll put it out there right now our approach is really that desktop experience and ensuring the desktop experience is mobile friendly so everything we do we make sure that when you go to uh ask EEG which is our employee Center Pro on your phone that you're getting that same consistent experience but we don't actually use the mobile app and we don't heavily focus on the mobile side just because of our employee base so as we think about our Evolution this is our high level uh over the last six years kind of where we've been and where we started our journey so we started as most do we started here with HR having a portal um and it having a portal separate from each other they were both just service portals HR only had knowledge at the time and then it was supported by email addresses that had inbound actions to create cases for us it did have a catalog um so that's really where we got started started we got to understand what are our case volumes what's happening really you know how are we supporting employees and start getting that first uh that first kind of toe in the water if you will then in 2020 um just prior to covid uh right at the beginning of the year we launched people Hub which was the employees service center um and so we moved on to that it remained on their service portal but one of the things that we wanted was we wanted additional capabilities like AI search content publishing and campaigns was a huge one for us as we try and make sure to provide pertinent information to our employees and then we also launched the virtual agent um you see a gap here as we get to ask EG in 2022 a lot of things happen between 2020 and 2022 so we were focused on some other things but as we transitioned into the beginning March of 2022 we did launch employee Center Pro and it was the first time that we had brought facilities it and HR together on a platform we launched employee Center Pro and then the core capabilities with that initial launch were things like the dynamic uh topic Pages Journey management the mega menu virtual agent for it as well as universal requests and the universal request was a big one for us just because we were now in a shared environment uh with meant there wasn't as much distinction or confidence when a case was open that they knew exactly where it was going so as we move forward from there where we would say we are today is we are currently kind of in an expanded version of employee Center Pro so you know we're on to the fluorescent lighting if you will in this journey and we have enabled pre hire access to ask and then alumni access access to ask so from the time that you are hired prior to day one through a year and a half after you exit you have access to ask and some version of content and support through there and then additional support mechanisms like the manager Hub your career and we did recently launch the news capability as well and then as we look at where we're going in the future um one thing I'll say is you'll notice it's the LED it's the current so it's where we're trying to get to but I'm sure there will be something else in the future so it's it's not the end of our journey by any means but really being able to say hey that next step now that we have total support within ask is being able to take over our internet currently called base camp and say hey let's go in let's refresh ask EG's look and feel let's centralize all of our corporate functions let's launch now assist and then let's also expand and um so that SharePoint team sites for individual teams that are in corporate functions can be surfaced in as giji as well creating that connected experience so that's our overall kind of where we've been and where we're going as we look at where we started and we get into that moment of a deep dive or a double click um we were in a very complex environment and so we had to come up with a starting vision and figure out where did we want to go with this and so as we look at our vision what we came up with was that we wanted a unified platform that was a centralized place for all employees globally to be able to find answers engage support or take actions throughout their Journey at Expedia group and as you look at this slide you'll notice that the different items below are all different moments that matter but they are across different teams so as you see pre-hire and onboarding as you see credentials and access payroll system support separation those are things that cross many different teams from a support perspective so making sure that our Focus was on the employee and not the support team as we think about where we started with this journey to we going look back we started with people hub facilities was on a SharePoint site so people Hub was on service now employee Center Pro facilities was on uh SharePoint it support was on service now while their content was living on SharePoint so they had a separated experience you got service and support in one place you got information in a different place so we had four different portals on three different platforms to be able to accomplish everything that we were doing and the onus was really on the employee to know where to go so what we wanted to do is we wanted to change that to change that though takes a lot so we had to come up with an approach and we had to come up with some guiding principles so as we think about guiding principles of what does it take to centralize support it's actually a lot it's the the smallest piece of launching employee Center um in a Consolidated environment for us was the actual technical steps the largest pieces were really coming together as a support function across xpedia group and saying what is the experience that we're going to offer so our key principles here you can see are simplify and consolidate um oversight and scale and then employee lisening so simplify and consolidate the first thing that we came up with is that the experience had to be employee based and when we talk about employee based we're talking about it's not about the support team it's not about what does it do and how do they support what does HR do and how do they support it's about the employee who doesn't care who is answering the question they just want to be able to find their answer or ask their question and have confidence in the answer that also led us to the fact that we need to be team agnostic everything that we did within the portal needed to be team agnostic and needed to to feel cohesive we couldn't have one page or a series of articles that are like call us text us you know chat with us do all these things and then go to a different team and be like open a case is your only option so how do you make it feel cohesive so somebody's like ah I don't I don't know sometimes the button's there sometimes it's not I don't know when it is and when it isn't that's the onus being on the employee which is not what it should be and then another key for us was to have success metrics but ensure that they were aligned across the teams so being able to go through and truly understand that when we are each talking about the services that we are offering we're doing that in a consistent Manner and that leadership and others understand that when I say this is our dad or this is our search functionality or our tear Zer Effectiveness others understand what that means and they're measuring ing theirs in the same way then some other key things for us were around governance so as we talk about being team agnostic we need to continue that and the way that we continue that is through having a council that make sure that is not a bottleneck for us but is reviewing the work that's doing is meeting on a regular basis and saying hey here's the direction that we all are in agreement that we want to go um and that's really important too when you get to this you see this piece of ownership we had to work through who owns it how do we own it especially when all three of those teams have service now developers so HR it and then facilities has one and so when you think about multiple teams they can't each go in and develop what they want it needs to be cohesive so we had to come up with a strategy and a plan to say you know who is the primary owner who has the most expertise but also who can offer Federated support and make sure that their team is still getting what they need Etc and then being able to think from a scale perspective about onboarding so being able to think of onboarding and not from an employee onboarding but from other corporate functions and teams that need support to be able to on board onto asichi or onto this platform so making sure that what we're doing and the way that we are rolling this out and the way that we are building it allows for scale and then our third option was specifically around listening this is probably one of the most important ones and we kind of touched on it with the employee first ux above but it's all about the employee if you build something off the perception of what you think somebody wants or what you've heard know that it will not solve for everybody and so we took a lot of different things into account when we did this one of the the things we did was we did employee feedback sessions many of them we went through designs we asked them please order a miral license and then watched how they navigated or how they would think they navigated to it we champagne launched to it and to people team two weeks in advance of the company so that they could go in play with it we could get feedback we could get a lot of things that we could then fix or tweak prior to the full launch and then another key for us was iterating with intent um it was hard for some in this program but one of the things is you can't be reactionary any change causes friction so you cannot hear a group of people say oh well I just did this and it was that and was a bad experience you do need to listen to that but you also need to give it a little bit of time for people to learn and change the behavior and then be able to understand where do the those pain points remain and so the biggest thing I can say is not to be reactionary it's to be decisive and say hey we hear it we're tracking it you know if it feels like it's truly getting to a big enough problem we will make a tweak but you should never be making tweaks in probably the first three or four days you need everybody to be able to use it you need to truly understand and make sure that you're not making a decision based on the loudest voices and then the other thing is utilizing data so being able to utilize that passive data that isn't from listening and say hey what are we seeing where's the adoption where are we seeing the most visits where are we seeing the most amount of time which might not be a great thing um and be able to balance all all out and feed all of those things into the decisions that you then make as you go in and make tweaks in the system so that's kind of where where we started and the principles that we took so now we want to show you where we are today I'll pause for just one brief moment because I do see two questions before I move on um how have you increased adoption of the virtual agent um we've deployed it but we don't see much uptick in the chatbot or live agent what I would say with that is that is actually uh it's a continued conversation we have here virtual agent makes up roughly s to probably 9% of our interactions um and it is as I talked to many other companies because we like to level set and Benchmark it's roughly about the same for them it's not a high uptick I think there's a couple of different things that influence it predominantly um a lot geographically when we talk to employees don't feel comfortable putting from an HR perspective confidential information into it because it feels conversational um we've tried working through that we've done a lot of different steps about ensuring the confidentiality telling them that it's you know the same security it's the same privacy all of these things you have when you're using the portal directly but uh a lot really from the HR perspective don't leverage the HR virtual agent we do see most of the adoption come from the it side needing support um and eventually to live chat is a very heavy one for us but we at this current point in time have not focused heavy on the virtual agent from a driving more adoption there until we get to something like um now assist where it's more conversational but also is not just referring you over to an article in the portal it's providing a lot more answers without us having to build out a full conversation for every one of those questions so we're slightly in a hold pattern while we do make sure that we do maintain it and we uh ensure it's a good experience we just haven't put probably too much time into that and then the other one was about resources to support protal before and consolidation um the consolidation was slightly different for us because the resources were spread across multiple teams and we're also spread across multiple tools so as we did go through and get to a point of no longer being on SharePoint for um different portals and moving that support in those teams then were just able to refocus on other items and work on other priorities and then we have actually increased because we've been so focused in aseg we've actually increased the amount of uh support and resources that we have currently on service now so it is one that is a very important thing to us but we actually didn't we didn't consolidate or reduce Staffing in any way um we centralized them in increase Staffing because of the needs and the functionalities we have now so taking a look um at our landscape and then we'll get to more questions once we go through this looking at our landscape today uh and then the approaches that we took it will advance there we go so looking at our our technology landscape today um what you can see is we from the engagement platform offer web mobile web not the app slack and then virtual agent and the virtual agent is also connected to slack so when we talk about slack it's used for both outbound communication but it's also used for that virtual agent experience from that channel um and so we are on employee Center Pro we use the core capabilities as you would expect around Knowledge Management AI search Universal requests um life cycle and journey management outbound Communications is a big one for us and then on the HR side there is also document management and uh we have something that's conversation management so we have one custom app here that we leverage it's called scribe but we leverage it for our business partners to be able to have and track continuity of conversations they have with their leaders from an external connection this isn't all of them but some of the core ones um that I would say are foundational to us uh we connect to workday which is our HCM it's our learning and our recruiting uh we have AWS for our EG data platform OCTA for Authentication sale point for identity lenel is our security system um I think physical security so your badge and things like that and then slack so those are the core external connections that we do have we have significantly more but these are the ones I think are really our foundational ones that are just heavy on um usage regularity for us and then that aseg access and availability you can see we did pre hire active employee in alumni one thing we did do which I know is slightly unique is we did Leverage employee Center Pro for all three of those so an employee will only ever use ask they don't have a different onboarding or a different alumni experience we wanted to train the behavior from the first time they log in so preh hires use ask and then the campaigns and the information they see is just locked down or secure differently but they have the exact same experience throughout from the first day that they log in to the last day that they log in a year and a half after their exit it is a you a universal experience across so taking a look now I'm going to show you we're going to get into assg I'm going to tell you I took the screenshot this morning um you might look and go that's the most out-of-box thing or that is the most generic thing and know that we both agree but also aren't hurt by that um so one of the key foundations for us was Simplicity and functionality so ask you actually at the end of this month will get a visual overhaul um so it will be a little bit more stunning and more visual than it is right now uh but the key for us was functional ity over visual so one of the things we'll talk about here in just a moment is what does that mean and what are those different functionalities but right here you can see we started with that out of box we started with the you know the popular topics my active items things like that um and then what you don't see but is present here and you'll see it in other screenshots is we have highly customized the page from the perspective of adding more outof box widgets to it and then they appear dynamically based on what's important to you right now you can see it's time for my midyear review so that just popped up I think that just popped up you heard me yesterday but it's time for my midyear review so this is just a Content publishing or content delivery widget here that shows us what's going on same with these two here on the right hand side same with this asy G Banner during large scale EV we replace the as G Banner with Dynamic ones that help show so you can see we start pretty simple but then what we'll talk about is what is that underlying functionality though that you don't see until it's present and so I'm going to cover a quick five of them and some of these are about how we drive people and adoption to ASG some of them are about how we drive deflection and some of them are how we drive the experience so here you can see not going into each of the items but in case you took a screenshot I put some extra words under them but our key is to be proactive and personalized we think about personalized versus customized our view is that it's not that I want somebody to be able to go in and make it whatever they want I want them to go in and it already to have been made for what they need um another key thing for us is supporting and building behavior and that's on many different things but I'm going to show you an example the best way that you can get adoption is through building that behavior with the employees and so sometimes we enforce it and we'll talk about that but sometimes it's just through education and it's through reiteration um and so we'll show a couple of those and then we'll talk about some of the things we've done from a deflection perspective as well to really make sure that we're driving the best results so we talk about uh proactive and personalized versus customized so here um and in case they don't feel cohesive it's because I just turned some on so you could see them but here you can see we have the search bar you do see the country selector which is a custom widget that we've built and that just is the lowest for leaders and people who have um direct reports in other countries or if you're reloca ating allow you to choose a different country and find articles or policies for that but some things you see right here is this is a rich content widget so this is a micro site we pulled the widget and cloned it from the topic page and we just simply added it here but it's about quarterly connects and what we said was hey common questions here's Three core questions and then the answers that we know these these are the things that we know 80% of the time people are asking us during a quarterly connect season because it's seasonal and so that's where we go through and um have said we should be proactive in that before they even search we want to drive them to both the correct article which you can see visit article here but also try and answer it before they even search and then you can see other things over here like the upcoming events on the right hand side you can see another campaign Banner over here on the right saying it's EG Essentials time so this is where I was talking about we've customized the page from adding more widgets to it but the widgets we've actually leveraged here are out of box widgets and so this is where we try and really say we want to stick as close to out of box as possible and be able to leverage those capabilities so we are very notorious for being able to just take something from somewhere else uh within service now and place it where we want to to try and Achieve those results of giving an employee support upfront moving on from proactive and personalized we then have the behavior so here we're looking at askd again when we started this journey we had search one of the examples was one of our key successes was search with no results being reduced and search with no clicks I don't know if you've ever gone and looked at the user experience dashboard but you would be shocked once you launch onto this how many people go and search benefits or search payroll problem and it doesn't give enough context for AI search to truly understand what you're needing especially when you're in a shared environment and you've just duplicated so many of those articles or not duplicated but expanded how many is available so a key thing for us in this scenario as well was to go through and say Hey how do we go after this so now you can see we did an educational campaign first we said let's Roll in benefits instead of just benefits updated distribution list instead of dro so we took what people were searching but then we said try this not this we then took that one step further so this comes up uh about twice a year we put this up for two weeks as a just an educational reminder but every day we educate employees through enforcing the behavior so now what we've done is we've come through and said here's what it was but now I just said vesting cycle I searched vesting cycle and what you'll notice is I got a banner right here that says results not what you expected we recommend searching specific phrases or po sentences and that's because I typed a certain number of characters so we have used a campaign widget here um or a Content delivery widget and we've just put a script in that says if the search result or the search term is less than I believe it's 15 characters then we should just proactively show this banner and so what you can see in this scenario is I search this as me so because I see every article you see I see Ireland tax saer um but what you're seeing here is you're seeing things that are not about the vesting cycle when I go in though and I search an appropriate one I have a question about my RSU vesting cycle the top option for me even still seeing all articles is now the appropriate one for rsus so that's how we try and drive you'll also notice when I search that F sentence I no longer got that Banner here at the top so those are some key things that we think about and the way that we try to with technology enforce the behavior that will allow when followed the better experience for the employees some of the other things that we've done from a deflection perspective and kind of along that same vein is we have gone through and focused on removing catalog items from search see if I no that's that so removing catalog items from search was a big one for us as well so when I said what is EG's investing cycle what you'll notice is I got 15 knowledge articles the top result was the one that we expected and I have no for employees we call them request forms because they're not going to know what a catalog item is but I have no request forms and so that's because what we want you to do is we want you to go click on the article read the article and on the right hand side is where you will find the catalog item and so this is kind of the goal for us we only surface catalog items in search if they are a frequent and repeatable action if your mouse is broke and and you're ordering a new mouse you will see that catalog item in search because that is a frequent or repeatable action that does not require education if you are asking about expedia's RSU vesting cycles that is something that you need to read about that is something that you need to attempt to find the answer on because that is not just a hey I'm locked out of my computer I need my password reset hey I'm need new Mouse cuz I just spilled orange juice on it that's something that we need to be able to try and educate you first and so that's why we take this approach to say if it's not a frequent or repeatable action then it's something that requires the catalog item to be on the article and you might think what if what if there is no content I can't tell you because that's not a problem for us uh We've all the content for all the things but if we don't have the content uh what we have is we've given them an out and that out is what we call the Easy Button probably worst name ever for it but we call it the easy button and so what happens is if you search three times or view three articles in a rolling 11 minute span then employee Center Pro determin that you're not finding what you need and so you can see we use that same campaign widget but we showed a different um campaign in there that says hey not finding what you're looking for raise a ticket this one on the right hand side shows up on the Articles as well and so these are giving you an out to say like clearly we don't have what you need so like we're not going to make you search anymore you've tried here open the case employees don't know when this populates so they just know that at some point the system will if they're struggling pop up they don't know the logic of it but what this does is this then opens a universal request and so that Universal request will ask them where they feel their question is more directed towards HR it facilities Etc but the reason it's opening a universal request is so if they get it wrong and they're like oh I think it's facilities it's about my badge well my badge is actually physical security it allows us to transfer that case around without creating a poor experience for the employee the employee doesn't know they still have the same Universal request number but it has balanced between two or three teams maybe on the back end in a 30 minute span and they're none the wiser they're just able to get the support that they need so I will pause before I go to the last two items because I do see quite a few questions in here real quick um so I don't want to get too far away from it but did you use some kind of LMS to help with training post go live uh we did not use an LMS but we did use a campaign and so we did actually create short videos as well as an article about asky that were posted on the homepage and then they were we don't have it active anymore but for the first quarter if you hadn't gone there in a month it would represent itself to you so we didn't use any actual LMS for it or training course but we did use a series of videos and knowledge articles to support them as well as we did use guided tours um how many FTE do you have supporting service now from a people Tech perspective up until um up until no mber of 23 so just last November we had two um because of the work we've done and the investment from our leadership we now have seven but our original our original development through ASG and up until November of last year was just two on the people Tech side it had five on their side but they also supported all of the platforms so like just Incident Management chain other things um so they probably had one that was in partnership with us in people Tech we took the lead for development of as and then they were just the platform owner so they provided the platform as a service but because of all we've done and where we want to go I will tell you that we are up to seven Engineers uh now effective today so um so has the thirdparty integration with business apps um robust oh how has the third party integration with business apps robustness been um have you been able to embed these into employee Center Pro so we actually have not had um too many issues there the only one I will say is that the integration with workday we do have some custom razes or reports as a service that we have pulled um and that's just because we did pull career and skill Data before employee growth and development had launched um we also pulled a couple of different things from workday just for some internal things that we were working on um so we do use the outof boox connection but we do supplement the workday one with two report as a service Integrations uh everything else as we think about AWS as we think about l and those other applications like uh OCTA and iiq for Saleo those are actually using the outof boox integration and we have not had issues with and really the only one that we've kind of wanted just a little bit more from is that workday one um slack integration experience so kind of going through that um that is one where it's twofold we have a custom integration with slack where we outbound we do a lot of communications um reminders so like if you haven't done your quarterly connect or your review you will actually get a slack nudge from us so there is an app in slack called people team and then there's a slack condition in service now that allow us to push content delivery out through slack um so that one is a custom one we wanted because of the outbound Communications the inbound though we do Leverage The outof Box and that's what connects to our virtual agent um The Experience using it is pretty on par with what it's like using the portal the only difference and where we get the most feedback so we have slightly increased desap or dissatisfaction from employees is that the slack app doesn't have awareness that you have opened it so it doesn't greet you and give you the options you have to type something and we have over 50 key words that catch like if you say hi hello that then start that experience for you um perfect let me go through let me finish these two slides and then I'll continue some questions just to make sure we have time so uh and then I can get answers for in writing if needed but um my last couple of things were just when we came together as it and HR it was like live chat us call us you know reach out to us any way possible moving into a space where HR doesn't do that we had to think about how do we still lead with education how do we make that consistent experience and so from there you can see that from Portal or from slack you can start the virtual agent but if you're on an article you'll actually see and it's an IT article on the right hand side where we've trained that behavior for them to go on the right hand side of the article you'll see get support if you launch the virtual agent what just happened if you launch the virtual agent it will require you to go through it before you get to live chat if you're on an article it will just deep link you straight into live chat because we don't want you to search for an article and then go to the VA and have a be like how can we help you and recreate that experience so that is one that we did go through and we had to say What is the experience that we want and how do we make it consistent for an employee and that's why we did the right hand side of the article because that's where they should be um learning that behavior that that's where they go when they need support and the kind of final key thing for us when we were talk about kind of driving the behavior but also enforcing it um was we disabled inbound email from any of our corporate domains if you email from H chatam exped group.com you will get a kickback that says no case has been created Hey and the reason we're doing this is because we know you're logged in so go to ask EG and try and self-service so we're preventing you from just being able to say like oh here's my question you need to attempt to self-service when you go to Major Brands online they don't put their phone number in the upper right hand corner they attempt to get you to self-service we go when we figure out what is the appropriate level of friction that we can apply these are not customers these are employees so it needs to be easier but it doesn't need mean that it needs to be just here I will answer every question you have I don't want to answer every question an employee has I want to answer the complex ones about going on leave I want to answer the complex ones because you have concerns about harassment or you feel that something is truly wrong with your computer at a foundational and it's not just a reboot we want to talk to you in those scenarios we don't want to talk to you about what happens if I'm on vacation when my quarterly connect is due so we really try and balance that out and that only way we can balance that is by driving them in there so if you're emailing from your corporate account you get a kickback if you're emailing from your personal account because you're on leave a pre-hire an alumni or you're a vendor external to us we do accept and create the case so we try and find that balance but um those are kind of some of our core functionalities again when you look at the front page it is something that's I'm going to say s simple simplistic uh but we do that on purpose and we are now that we've been on it for two years uh we are actually doing a redesign so it won't look like that anymore but that was where we wanted to start we wanted to start with the foundation of simplicity and core functionality now that we've got that now we're expanding and revamping so that the visual appeal will also match that core Foundation