Tech • IA • Crypto
How Turing unlocks human capability with Google Workspace and Gemini
TL;DR
Turing reports that integrating AI tools like Google Gemini into HR workflows has cut response times, automated up to 80% of support tickets, and shifted focus from headcount to human capability.
KEY POINTS
Shift from headcount to capability
Turing is reframing workforce strategy by emphasizing human capability over traditional headcount metrics. AI tools are used to augment employee effectiveness, enabling workers to improve communication, decision-making, and overall productivity rather than simply increasing staffing levels.
Dual focus: AI development and enterprise deployment
The company operates across two fronts: collaborating with leading AI research labs to advance large language models, and helping enterprises integrate AI into daily workflows. This combination allows rapid translation of cutting-edge AI into practical business applications.
Practical workplace applications of Gemini
Employees are encouraged to use Gemini for everyday tasks such as refining emails, improving tone, and strengthening organizational communication. A tool dubbed “diplomatic dispatch” helps restructure sensitive feedback into more constructive language while preserving intent.
Creative experimentation through AI tools
Internal teams have used tools like Flow and V3 to produce video content, even organizing informal competitions to create short-form videos. This experimentation fosters engagement and familiarity with AI in non-traditional business contexts.
HR as an AI innovation sandbox
Turing treats its HR function as an R&D lab, testing AI tools in a controlled, secure environment shaped by compliance and information security standards. This setup allows rapid experimentation without compromising data protection.
AI-powered training for difficult conversations
A simulation tool was developed for HR professionals to practice complex workplace conversations. Using Gemini’s voice capabilities, the system generates realistic, adaptive responses, improving preparedness for sensitive interactions.
Major gains in support efficiency
In 2024, Turing’s people operations team handled 52,000 tickets manually. After deploying an AI assistant trained on internal knowledge bases, response times dropped by 33% within 48 hours, and the system is now on track to manage 60,000 tickets annually.
Automation with human focus
Approximately 80% of tickets are now handled by AI, while the remaining 20%—requiring empathy and judgment—receive increased human attention. Staff can spend twice as much time on complex cases, improving employee experience.
CONCLUSION
Turing’s approach illustrates how AI can enhance human work rather than replace it, delivering efficiency gains while freeing employees to focus on higher-value, human-centered tasks.
Full transcript
We use tools like Gemini to change that narrative from a human headcount one to a human capability one. My name is Taylor Bradley. I'm the vice president of talent strategy and success at Turing. There are two very exciting parts of Turing. One is we're working with the world's leading AI research labs on advancing their large language models. This second part is turning intelligence and this is where we work with organizations to implement AI into their workflows. We really encourage people to use Gemini in practical ways, improving their emails, improving their communication style, working on their presence in the organization. One of the prompts that we created for them was called the diplomatic dispatch. when someone had to give feedback that could elicit a difficult response from someone, it would keep the context but restructure it in a way that would be more constructive. We also on our team have used Flow and V3 to create video content and we've actually had a little competition where we did a many Oscars of who can create the best video shorts. It's a blast. The way that we use gyms is HR's R&D lab. And because it's in an environment that's already been improved by information security and by our compliance teams, it enables us to have that safe sandbox to test ideas. We wanted to create a tool that HR generalists or HR business partners could practice difficult conversations that were realistic and adaptive. So we started by creating a gym around this. We used other LLMs to see which one would provide a unique difference. When we used Google Gemini's voice features, we could get a more realistic tone, a realistic response of how team members would act. The people operations help desk in 2024 had 52,000 tickets that they responded to manually. So, we created a gym that would read emails and use our knowledge base that we developed. Within 48 hours, we saw a 33% drop in per ticket response rate time. Now, we are on track to do about 60,000 tickets. This year, 80% of those are now handled by the AI assistant. The 20% of tickets that needs human judgment and empathy, our team is now able to spend double the time on and improve our employee experience. This has been a human-centric outcome because it's given our people operations specialists back an important thing, time.