TriNet AI Assistant
Thousands and thousands of requests, every year…
Spouse Enrollment Requests
Benefits Enrollment Requests
Direct Deposit Changes
W-2 Enquiries
What if employees could complete HR tasks the same way they ask a colleague for help?
Opportunity
Thousands of routine HR requests were being handled through support channels every year, creating an opportunity for a more conversational experience.
Solution
The TriNet AI Assistant helps employees find information, complete common tasks, and connect with live support through a single conversational interface.
My Role
I defined conversational flows, realistic user scenarios, and assistant behaviors for key payroll, benefits, and HR workflows. I worked closely with product managers, engineers, and service stakeholders to align the experience with business goals, technical constraints, and support processes.
Designing the Assistant
To make conversations feel reliable and predictable, I defined a framework for how the assistant interprets requests, gathers information, and determines the appropriate next step.
Designing within an existing ecosystem
Adapting conversational experiences to the realities of an existing Salesforce ecosystem.
VISION
What we wanted to create
Proactive prompts and suggestions
Rich, visual responses
Flexible interaction patterns
PLATFORM CONSTRAINTS
Salesforce MIAW limitations
Built within existing Salesforce chat framework
Limited support for custom components and styling
Restricted access to certain conversation capabilities
OUR APPROACH
Collaborate, adapt, iterate
Collaborate with engineering
Evaluate feasibility and prioritize
Iterate and refine solutions
SOLUTION
What we delivered
Contextual, relevant response
Clear, concise information
Reliable task completion and escalation
The Experience
The assistant is designed to feel fast, clear, and reliable inside the existing TriNet service experience. Conversations emphasize clarity, confirmation, and seamless escalation when human support is needed.
Core Flows
Each of these flows demonstrates how the assistant is equipped to handle different tasks and ultimately make the user's life easier.