Hirevue: AI & Tech Focused Customer Service Team of the Year

HireVue is an enterprise-level recruiting software that creates a competitive advantage through video interviewing, conversational AI, and pre-hire assessments to make the hiring process a faster, fairer, and friendlier experience for hiring teams and candidates alike. Our tool is used by over 700 global customers and their thousands of applicants to streamline the hiring process.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

Hirevue's Support organization serves as the frontline of technical support for a leading digital interviewing and AI-driven hiring assessment platform. Our team handles a unique dual-audience challenge: supporting enterprise customers and recruiters across diverse industries, while simultaneously assisting their candidates through the interview process. We manage high inquiry volumes across multiple channels, delivering everything from general platform guidance to complex technical troubleshooting.

In May 2023, our operational complexity expanded dramatically as we began actively supporting three distinct platforms following strategic acquisitions. This transition required our team to master multiple technology stacks while maintaining Hirevue's commitment to exceptional user experience.

Rather than scaling headcount to meet these growing demands, we made a deliberate choice: leverage AI and automation to transform how we deliver support. Through natural attrition and continuous workflow optimization, we evolved from 26 agents during peak seasons to a highly efficient core team of 11 Tier 1 and Tier 2 agents today.

This transformation wasn't about cost-cutting- it was about reimagining modern customer support.

By integrating AI-powered tools, intelligent automation, and data-driven workflows, we've proven that smaller teams equipped with the right technology can deliver superior results. Our journey demonstrates that strategic technology adoption doesn't just maintain service levels during organizational change- it elevates them.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Our most transformative achievement has been implementing workflow automations that fundamentally changed how we handle customer inquiries. In November 2024, we deployed an intelligent webform automation system powered by AI-assisted responses and enhanced help center resources. The impact was immediate and remarkable.

The numbers tell the story: Before automation (April-September 2024), our agents manually resolved 99% of webform tickets- approximately 1,400 tickets monthly requiring direct human intervention. After automation launched in November 2024, this flipped entirely. Today, workflow automation resolves 94% of these tickets without any agent involvement. Month after month, we've sustained this performance, handling 2,400-3,000 tickets monthly while agents address only the 150-200 cases that truly require human expertise and intervention.

This single innovation reclaims over 1,200 agent interactions monthly, allowing our team to focus on complex technical issues and high-value, higher-quality, customer relationships.

We've amplified this foundation with additional AI implementations. Our Guru-powered Knowledge Agent, trained specifically on Hirevue's documentation, reduced onboarding time by 60%- from five weeks to two weeks- critical as we scaled across three platforms. Zendesk's AI Bot, Auto-Assist, and Procedures have deflected 800+ additional tickets between January and November 2025.

The combined impact: our team of 11 agents now manages workloads that previously required 26 people, while simultaneously improving key operational metrics. We've achieved 35% faster response times and sustained a seven-minute average handle time across thousands of monthly interactions- efficiency gains that translate directly to faster issue resolution for customers. We've proven that strategic automation amplifies human capability rather than replacing it.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Our achievement solves what most organizations view as an impossible equation: dramatically reducing team size while simultaneously improving service quality and expanding operational complexity.

The scale is unprecedented. We reduced our team by 58%-from 26 agents to 11-while adding two platforms to our support portfolio. Conventional wisdom suggests this should result in longer wait times, frustrated customers, and burnt-out agents. We achieved the opposite: faster responses, higher satisfaction, and a more engaged team.

The automation transformation demonstrates both impact and sustainability. Flipping from 99% agent-handled to 94% AI-automated in one month proves thoughtful implementation rather than rushed deployment. Sustaining that 94% rate for over a year validates system stability and organizational confidence. With 1,200+ tickets monthly no longer requiring human touch, our agents focus exclusively on complex problem-solving and personalized relationships-work that genuinely requires human expertise and empathy.

We've redefined "doing more with less." This wasn't cost-cutting, forcing fewer people to work harder. We strategically chose natural attrition over backfilling, investing instead in technology that amplifies every agent's capability. The result: our 11-person team outperforms support organizations with significantly larger structures.

We're leading an industry transformation. At seven-minute average handle time with 35% faster response times, we've proven AI-first support models don't sacrifice quality for efficiency- they enhance both. Our model has positioned us as thought leaders, with technology partners showcasing our implementation and other organizations seeking to replicate our approach. We demonstrate that the future of customer service isn't about choosing between technology and humanity-it's about using technology to make every human interaction more impactful.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Our supporting materials provide comprehensive, quantifiable evidence of sustained transformation and measurable impact.

Webform Automation Analytics include month-over-month performance data from April 2024 through November 2025, illustrating the dramatic shift in resolution patterns. Visual dashboards show the October 2024 implementation moment where agent-resolved tickets dropped from 99% to 31% while automated resolutions jumped from under 1% to 69%. Subsequent months demonstrate consistent 93-94% automation rates, proving system reliability. Volume data confirms we consistently handle 2,400-3,000+ tickets monthly, with agents addressing only the 150-200 cases genuinely requiring human intervention.

Guru Knowledge Management Impact Documentation includes onboarding time reduction metrics (five weeks to two weeks), Slack question volume decreases (40% reduction despite 500+ additional monthly cases), and agent confidence survey results. We've included the published case study from Guru showcasing Hirevue's success, along with our internal workshop presentation detailing implementation strategy and lessons learned.

Performance Dashboard Screenshots demonstrate maintained operational excellence across key metrics despite radical team scaling. These include first response time improvements of 35% and seven-minute average handle time data showing consistent efficiency. Before-and-after comparisons show operational performance improved as team size decreased-validating our technology-first approach.

Zendesk AI Tool Analytics document 800+ tickets deflected between January and November 2025 through AI Bot, Auto-Assist, and Procedures, along with routing accuracy improvements and agent feedback demonstrating how these tools enhance human expertise.

Together, these materials prove our achievements represent sustained transformation rather than temporary gains or isolated successes.