Case Study: Global Aerospace and Defense Contractor achieves 80% HR self-service and 1,200-1,500 weekly inquiries handled with [24]7.ai

Aerospace and Defense Company Prepares for Flood of HR Inquires with [24]7.ai Chatbots and FAQs

A global aerospace and defense contractor with 80,000 employees faced an impending merger and anticipated a large spike in HR questions. A 25-person HR team struggled with cyclical high-volume inquiries—call volumes doubled or tripled during peaks—and needed a scalable self-service solution to prevent overload during the transition.

Partnering with [24]7.ai, the company built an HR resource center of roughly 150 articles and deployed the [24]7.ai Answers chatbot (with Assist), rolling it out from a pilot to the full workforce. The AI-driven bot handled 1,200–1,500 interactions per week, increased automated coverage from about 60% to nearly 80% of queries through NLU and machine learning, and escalated complex or personal cases to HR in real time, freeing staff and prompting plans to expand the approach to finance.