AI powers WeWork’s smarter workplace
98%
84
24/7
Business challenges
- Repetitive queries: Team members asking the same questions over and over with no control over communication quality
- 24/7 accessibility: Employees needed policy documents and answers outside business hours when HR wasn't available
- Bandwidth constraints: HR team spending too much time on routine queries, leaving no capacity for long-term strategic initiatives
When you have to answer the same questions over and over, it's quite repetitive. And in most scenarios, you don't get to control the quality of communication. We were looking for a solution that can offer our team members answers at their own time and pace.
The Amber shift: Automation meets empathy
WeWork deployed AI Assist to answer team member queries on autopilot while maintaining the listening culture that helps predict and prevent attrition proactively.
🤖 AI assist on autopilot
- 98% of routine queries now answered automatically using AI
- Near-instant answers with need-based searchable content
- Personalized experience delivered at employee's own time and pace
🕐 24/7 accessibility
- Policy documents available anytime, even late evenings
- No waiting for HR team to return to work the next day
- Simplicity and ease of use driving higher adoption rates
🎯 Proactive retention
- Predict and prevent employee attrition before it happens
- Address concerns proactively rather than reactively
- Freed HR bandwidth to focus on long-term strategic initiatives
“We're loving what we are seeing so far. We've been able to automate so much of the routine queries that we receive. About 98% of them are now answered using AI. And finally, this has freed some bandwidth for my team. They can focus on long-term initiatives that can create sustainable business impact.”
Key success drivers
- Automation first: AI Assist deployed to handle 98% of repetitive queries, freeing HR for strategic work
- Quality control: Standardized communication quality across all employee queries
- Searchable content: Need-based content architecture making information easy to find
- 24/7 availability: Round-the-clock access to policies and documents for global workforce
- Proactive listening: Continuous engagement monitoring to predict attrition risks early
- Bandwidth creation: HR team now focuses on sustainable business impact initiatives
A story that stands out
A high-performing community manager was considering leaving WeWork due to unclear parental leave policies. It was 9 PM on a Friday, and she needed answers before a weekend family discussion about her career. Instead of waiting until Monday to reach HR, she asked AI Assist. Within seconds, she had complete policy details, examples, and even related benefits she didn't know existed. That instant accessibility changed her weekend conversation - and her decision to stay. On Monday, she shared her experience with HR, noting how that simple moment of getting help when she needed it most reinforced WeWork's mission to empower tomorrow's world at work. This is how AI creates not just efficiency, but belonging.
Impact
By automating with science and simplicity, WeWork created a workplace where both colleagues and members experience the future of work.
- 84 engagement score across global workforce
- 98% routine HR queries automated through AI
- 24/7 policy and document accessibility for all employees
Hi, I'm Amber - your Chief Experience Officer. I talk to employees, reveal potential flight risks, and deliver insights on what truly matters to them.