Case Study: Mercury Systems achieves streamlined HR self-service and 92.6% AI accuracy with Genesys DX Helpdesk

Mercury Systems - Customer Case Study

Mercury Systems, a U.S.-based aerospace and defense technology company with about 2,000 employees, faced an overwhelmed HR team fielding high volumes of routine support questions—especially during open enrollment—which kept HR from focusing on strategic initiatives and strained its ability to scale with rapid growth and acquisitions.

To address this, Mercury deployed Genesys DX Helpdesk and launched MAE, an AI virtual assistant backed by a consolidated HR knowledge base and centers of excellence routing. MAE handled 1,890 queries in 14 days during open enrollment and has answered 20,960 of 22,511 questions (92.6% accuracy) since launch, with translation used for 2.74% of interactions—reducing HR case volume, limiting headcount growth, boosting productivity, and elevating HR’s strategic role.

Mercury Systems

Tim Aleck

Vice President, Head of Talent