250 Front Doors to One: Robinhood’s Blueprint for AI That Finishes the Work

21 Oct 2026
Case Study Theater 1 - Expo Hall
Case Study Session

There's no shortage of AI promising to fix employee support. Most of it stops at an answer. Frontier models route around enterprise guardrails and burn tokens. Domain AI fixes one system and leaves the rest. Employees still finish the work.

Robinhood had around 250 ways to ask for IT and HR help. Now, they only need one. Jay Hammonds, Head of Technology Operations, shares how an eight-person team built the knowledge and process foundation before switching on a single AI use case, then made ServiceNow EmployeeWorks with HR Service Delivery the front door for the entire workforce.

Employees ask in Slack. Work gets done across HR, IT, legal, procurement, and finance.

Results: 70% of requests resolved without a human, 94% satisfaction, 2,200 hours saved monthly, and a 6x return on investment.

Speakers
Shawn Isinhue
Shawn Isinhue, Director of Business Value Services - ServiceNow
Jay Hammonds
Jay Hammonds, Head of Technology Operations - Robinhood

Learning Objective 1

Apply a sequencing model for AI readiness, including what to standardize, document, and assign ownership of before turning on a single use case.

Learning Objective 2

Identify a practical path to collapsing hundreds of intake queues into one front door across HR, IT, and every other department, without adding headcount.

Learning Objective 3

Use metrics to demonstrate impact and build a business case that holds up under a cost review.

Access Level

Open to All Pass Holders