Case Study: Empower Work scales human-led live chat support with GreenM’s AI-assisted workflow

Empower Work doubles volunteers managing 3+ chats with GreenM

Empower Work, a U.S.-based non-profit providing confidential workplace chat support, faced a challenge when demand for its services doubled. Operational constraints limited their capacity, as volunteers could only manage about two simultaneous chats and struggled with response consistency under strict time pressure. GreenM was engaged to implement an AI-assisted support solution to help scale their human-led operations.

GreenM designed and embedded an AI-assisted workflow into Empower Work's live chat environment. The solution provided real-time, contextual, and editable response suggestions to volunteers, enabling them to manage conversations with greater confidence and efficiency. The results were significant: the percentage of volunteers managing three or more chats doubled, and there was a 41% reduction in time spent sharing resources. GreenM's implementation led to increased capacity and higher support quality while keeping human judgment at the core.

Empower Work