My team uses Leena AI for query resolution through their helpdesk platform. We also use the chatbot and onboarding module as well as the offboarding module of Leena AI.

I work in a team where we monitor the types of requests related to the helpdesk platform and accordingly update and maintain the repository of queries related to policy in the system. We monitor and respond to queries as a Tier one agent to ensure accuracy.

We use Leena AI for notifications published about changes in policy or specific communications that we need to send across to all employees either on MS Teams or via email. We also use Leena AI to onboard new hires as well as offboard existing employees once they raise their designation in the tool.

One of the best features that Leena AI offers is the ability to generate answers based on the single-handed policy that has been fed into the tool. This helps tremendously with multiple types of questions since we cannot monitor all queries and concerns of all employees across the globe. The generative answer feature is one of the best tools to provide generative answers based on the policy. It has helped my team to understand the types of concerns and the fact that concerns will never decrease; they would always increase in number.

The generative answer feature reduces both time and manual efforts. In approximately 86% of scenarios, people use the chatbot and are happy with it. In 10% of scenarios where there is no appropriate answer or where the employee is not satisfied with the answer, they reach out to my team.

One of the standout features for the chatbot tool is the analytics dashboard, which is very simple to understand and has good graphs and charts to understand the differences and usage. The analytics portion allows customization in any way you want to showcase the charts.

Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries. They used to depend on HRBPs for resolution. This has improved since employees can now access Leena AI portal, ask queries and concerns independently, and get their answers with issues being resolved through the platform.

The reduction in the time of resolving client concerns is an area for improvement. If I have some issue that needs to be fixed immediately, the product team and support team of Leena AI can work to address that.

At times when generative information is used from the chatbot where the policy indicates it is applicable to a specific set of employees, there are scenarios where the policy gets referred to other employees as well, which is not suitable.

I have been using Leena AI for 1.5 years.

Leena AI is stable in my experience.

I have not seen scalability as an issue with Leena AI.

Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues.

We have not been calculating employee satisfaction scores everywhere, but I believe it is somewhere around 2.5 or three out of five. The reduction in HR workload on the invisible tasks that they have been doing while resolving queries of employees has progressively been reduced.

The time has definitely been saved with Leena AI and the invisible workload has definitely been reduced. Apart from that, I am not sure if I can give any certain data.

I would suggest not going for the basic version. Go for the advanced version of Leena AI. The tool is very employee-friendly and easy to understand. However, do set expectations before purchasing the tool that customer service needs to be available most of the time and the turnaround time has to reduce. The overall rating I would give for this product is seven out of ten.