Unifying TriNet's AI Experience – Gulshan Ramesh Chand

Role Director, Product Design

Company TriNet

Scope Strategy, UX, Research

Timeline Q1 2026

The situation

TriNet had three separate AI entry points across search, dashboard, and support. Each worked differently, so users lost context, weren't sure which tool to use, and often fell back to support instead of getting quick answers in-product.

The three fragmented AI entry points across the platform — The current state – three separate tools with different interfaces, each living in a different part of the platform.

What I did

Led the audit of every AI touchpoint, mappping the user journey, and defining a unified strategy. The core principle was simple: no matter where a user starts, they should interact with the same AI backbone with shared context and consistent behavior.

Audit mapping – capabilities, gaps, and user journey across tools — The audit mapped each tool's strengths and blind spots, revealing where users were falling through the cracks.

The approach

I proposed a phased rollout: upgrade the chatbot first, connect search and assistant flows, modernize global search, and then embed contextual AI inside key workflows. Each step delivered immediate value while moving the platform toward one coherent experience.

Redesigned AI-powered global search experience — The new global search – NLP-powered, with conversational follow-up and seamless handoff to the TriNet Assistant.

TriNet Assistant – unified conversational interface — The TriNet Assistant – a single conversational AI that users can reach from any entry point, with full context carried over.

Contextual Ask AI embedded in a workflow — Embedded "Ask AI" within key workflows – help surfaces where users need it, without leaving what they're doing.

What came out of it

The roadmap is being adopted across the platform, and phase 1 with chatbot upgrade planned to ship by the end of Q1. The UX strategy aligned product, design, and engineering around a single strategy for future AI investments.

3 → 1 Fragmented tools consolidated into a single unified AI backbone

↓ 20% Anticipated reduction in support escalations after Phase 1 chatbot upgrade and global search redesign with AI powered results

↑ Task completion Users complete AI-assisted tasks without switching tools or repeating context