Information Technology — about the project
A globally distributed engineering organization with roughly 4,000 employees across India, the EU, and the US needed an intake channel that respected anonymity, kept pace with on-call urgency, and produced an audit trail their compliance team could actually defend in regulator conversations.
Sector
Information Technology
Workforce
≈ 4,000 distributed
Email threads, Slack DMs, and three different HR forms. The same complaint surfaced four times before anyone owned it.
Engineers raised concerns through whichever channel was nearest at hand. By the time a case reached the People Operations lead, half the timeline was reconstructed from screenshots. Critical reports such as harassment, retaliation, and conflicts of interest sat in inboxes for days while the right approvers were located. SLAs existed on paper but no system enforced them, and the audit team had no single timeline to point a regulator at.
One anonymous intake. AI guided triage. SLA timers that escalate themselves.
açai Hear consolidated every grievance channel into a single anonymous portal accessible from a QR code on the office wall, the intranet, and a Slack slash command. The AI counsellor walked employees through their concern at their own pace, captured voice notes and attachments, and produced a structured case file the moment it landed in the queue.
Severity scoring tagged each case the instant it was filed. Critical cases auto paged the on call ER lead within four hours. Medium and low cases routed via region aware rules to the right HR business partner with a 72 hour SLA clock running from intake. Every action, including reads, comments, status changes, and escalations, wrote to an immutable audit log keyed to the case.
Cycle time cut in half, zero missed SLAs in the first quarter, and an audit trail the compliance team trusted on day one.
Within 90 days the median intake to resolution time dropped from 14 days to 5.3 days, a 62% improvement. Critical cases hit their first acknowledgement inside the four hour window 100% of the time. The People Operations team reported they spent measurably less time chasing context and more time on resolution.
When the legal team prepared their annual workplace safety disclosure, they were able to export the complete intake through closure timeline for every case directly from açai Hear. No reconstruction, no email archaeology. Adoption among engineers was driven by the anonymity guarantee, with 71% of cases filed without identity disclosure.