Fortune 50 consumer goods company: Elevating employee support with agentic AI

Situation

Nearly two centuries old, this Fortune 50 consumer goods company sells beauty, grooming, health care, fabric care and baby care brands to more than 5 billion consumers worldwide. Headquartered in Ohio, it employs more than 120,000 people and contractors across 81 countries, generating upwards of $80 billion in annual revenue.

Trigger

Shared services teams supporting a workforce that size, spread across 81 countries and 23 languages, needed a way to give every employee fast, self-service access to IT and HR knowledge, without adding headcount or slowing the business down waiting on a human queue.

Barrier

Knowledge was fragmented across complex portals gated by geography, Active Directory and Workday attributes, so the same question could have a different answer, or no visible answer at all, depending on where an employee sat. Enterprise scale added its own integration burden: Microsoft Teams, NextThink, Entra, identity and HRIS systems all needed to feed the same experience.

Solution

The company deployed Rezolve.ai's agentic AI platform for IT and HR support, wired directly into Microsoft Teams. Generative AI with explainability grounds every answer in the company's own knowledge so employees can trust it, agentic resolution handles routine requests end to end, and Knowledge Ops Management keeps that knowledge current. Native multilingual support carries the same experience across all 23 languages, and integrations with NextThink, Entra, identity and HRIS systems let the platform act, not just answer.

Results

Rezolve.ai is now the default way employees reach IT and HR support, resolving issues directly inside the bot rather than routing them to a human queue. That's fewer disruptions for shared services staff, time saved on both sides through automatic knowledge ingestion and ticket prefill, and a support model built to scale as the company expands its footprint.

What's next

The rollout is expanding to more departments with deeper knowledge ingestion, and the roadmap reaches into next-generation agentic AI: richer contextual support, explainability improvements, knowledge dashboards and vision AI. On the service desk side: monitored-mailbox intake, Teams notifications, ticket summaries, sentiment analysis, custom dashboards, and tighter change, problem and incident management.