CASE STUDY
“ Athena was built to help operations teams handle that work faster. Pebl’ s internal AI assistant can draw from approved knowledge sources, summarise situations, suggest paths to resolution and help draft customer communications,” said Brougher.
In a managed services model, the final answer is only part of the work. Teams must clarify context, find appropriate guidance and turn it into a useful response. Athena reduces that friction while keeping specialists accountable for outcomes.
Athena was built to help operations teams handle that work faster.
“ This became Pebl’ s first step towards scaling expertise without separating it from human judgement. Teams could accelerate routine or repeatable work, while complex cases remained with the people responsible for reviewing and resolving them,” said Brougher.
Pebl then applied the same principle to sales through DealPilot, an internal LLM agent providing faster access to approved information on product capabilities, commercial terms, customer-facing answers and deal guidance. Reducing the time representatives spend locating information allows them to concentrate on deal strategy, customer context and conversations that move prospects forward. work, from legal questions to custom contracts. But that expertise was difficult to scale. Even routine questions could require multiple emails to clarify context, confirm details and reach the right answer,” said Francoise Brougher, CEO, Pebl
Pebl’ s AI shift focuses on purpose-built AI for global employment. It is designed to help users complete tasks, surface the next relevant step, answer questions when needed and recognise when expert review is required. Routine work can therefore move through the platform faster, while complex or high-risk matters still reach the appropriate specialists.
Making global employment expertise faster
Pebl started with frequent, context-heavy customer work: compliance guidance, hiring timelines, compensation, onboarding, reporting and support. These requests appeared every day but still demanded accuracy, country context and judgement.
Together, Athena and DealPilot represent the first phase of Pebl’ s AI shift: reducing internal friction around expert work. After proving the model internally, Pebl began extending it into the product experience.
Bringing AI into customer and employee workflows
Built and maintained by Pebl, Alfie is the company’ s global employment AI assistant for customer and employee workflows.
Alfie is purpose-built employment AI rather than a general chat layer. It centres on work customers and employees need to complete, including finding country-specific guidance, generating workforce reports, obtaining support, requesting time off and approving employee actions.
“ The experience is therefore more action-based than chat-based,” said Brougher.
“ Alfie can answer questions, but its broader purpose is to help users complete tasks inside the platform and surface the next relevant step before they need to search for it.” www. intelligentcio. com
INTELLIGENT CIO NORTH AMERICA
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