About Ontop
Part of Y Combinator and rated one of Colombia’s Top 100 Most Important Startups for 2022, Ontop is a growing international payroll services and workforce management company. OnTop enables organizations to onboard and pay global employees while remaining fully compliant with each country’s legal requirements.
OnTop employs 200 people, including legal experts who manage payroll and employee hiring services. Tomas Giraldo, the Employee of Record (EOR) Product Manager, spearheaded the implementation of Ontop’s internal AI Agent in an attempt to support the sales team with FAQs and free up the legal team for strategic tasks.
Challenge
Ontop’s legal team was frequently bombarded with repetitive questions from the sales team about offerings in different jurisdictions, especially related to international payroll, hiring, and compliance. Although sales had access to the relevant documentation, they rarely reviewed it. The company needed a way to reduce manual legal workload and allow the legal team to focus on strategic tasks.
Solution
Tomas Giraldo, Product Manager at Ontop, led the initiative to find an AI-powered solution. After evaluating several options, he selected CustomGPT.ai for its ease of use and business-grade capabilities. Ontop used the platform to build “Barry,” an internal AI Agent integrated with Slack. Barry answers sales team FAQs using company documentation and provides cited answers for verification. A native integration replaced an initial Zapier setup, further reducing query times. A dedicated Slack channel and dashboard were added to track usage, monitor performance, and flag training needs.
Results
- 400+ complex questions answered monthly
- 60% acceptance rate in a legally sensitive field
- Response time reduced from 20 minutes to 20 seconds
- 130 hours saved per month for the legal team
- Improved sales team productivity and faster client responses
- Enhanced visibility into training needs and internal knowledge gaps
- Active exploration of new use cases for the AI Agent
Why it Worked
- Easy access through Slack:
The AI Agent was integrated directly into Slack, the primary communication tool used by Ontop’s sales team. This seamless access encouraged adoption without requiring a change in workflow. - Trusted, citation-backed answers
Each response from the bot included citations, which gave both the sales and legal teams confidence in the information’s accuracy. This reduced the risk of misinformation and built trust in the system. - Legal team time saved
With the bot handling over 100 questions weekly, sales no longer needed to interrupt legal staff for common queries. This allowed the legal team to focus on strategic tasks instead of repetitive ones. - Real-time insights and accountability
Using dashboards and reporting features, Ontop could track usage patterns, monitor response quality, and identify knowledge gaps or training opportunities within the sales team. - No-code, fast deployment
CustomGPT.ai’s no-code platform allowed Ontop to launch their AI Agent quickly and efficiently, without needing developer support, making the setup and iteration process smooth and agile.
Conclusion
CustomGPT.ai empowered Ontop to streamline communication between sales and legal, enabling both teams to focus on what they do best. By automating repetitive inquiries with AI, Ontop improved internal efficiency and performance.
