About On Top
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.
OnTop's Goals
Ontop's legal team was frequently bombarded with repetitive questions from the sales team about their offerings in various jurisdictions. These queries, often centered around international payroll and onboarding services, included topics such as payroll, hiring, contracting legalities, and compliance in different countries.
“To reduce the manual processes and operational tasks our legal team was facing when having to constantly answer frequently asked questions. And, so that they could focus entirely on strategic tasks rather than answering questions salespeople could direct to a different place.”
Tomas Giraldo
Product Manager at OnTop
Ontop’s sales team already had access to the information needed to answer their questions, but they rarely spent time reading the internal material. Management wanted OnTop’s sales team to focus strictly on selling rather than take time sorting through documentation.
OnTop's Approach
Giraldo investigated many vendors before landing on CustomGPT.ai’s easy-to-use business-grade platform to build its internal knowledge AI Agent.
After starting with a Zapier integration, Ontop now uses a native integration with CustomGPT.ai, reducing query time from 20 minutes to around 20 seconds. Responses are provided with citations so the sales and legal teams can quickly check the source of the information where required.
OnTop integrated its internal AI Agent with Slack and named the agent “Barry”:
“Now we have a dedicated Slack channel, and we can recall and recapitulate everything and store it in a Google Sheet or any report to see who is asking more questions and in what areas.”
The integration and easy information capture also allows Ontop to identify if any of its sales team members need additional training.
OnTop's Results
OnTop uses its dashboard to monitor its Agent’s performance. They are able to identify how many questions the Agent is fielding and the current “acceptance rate” of the responses in a few seconds.
The CustomGPT.ai agent answers over 400 complex questions monthly with a 60% acceptance rate, a great mark in the legal field. The Agent responds in seconds, reducing wait times and standardizing internal processes, allowing the legal team to focus on strategic tasks while ensuring the sales team has quick access to necessary information. Impressed with the results, Ontop is exploring additional use cases for the bot, including complex EOR product inquiries and internal company procedures and benefits.