‍Ema, a Universal AI Employee, offers a library of agents that can support and complete seemingly endless tasks on behalf of employees, from addressing customer issues to building financial dashboards to drafting legal contracts.

To help their agents get the contextual information they need as well as complete tasks within customers’ applications quickly, Ema needed to integrate with all the systems their users work in. This includes CRMs, file storage solutions, ATSs, ERP systems, HRISs, and ticketing tools.

However, the process of building each of these integrations internally wasn’t possible. 

Swati Trehan, Ema’s Head of Operations and Strategy, explains why:

“We needed to add hundreds of integrations to Ema. Doing this with our own engineers would take countless months, if not years. It would also prevent our engineers from focusing on developing and refining the core technologies that power our AI agents.”

As they evaluated 3rd-party solutions, they landed on Merge for a few reasons:

After taking just a few weeks to build to Merge’s Unified API, Ema was able to add 200+ ticketing, CRM, ERP, HRIS, ATS, and file storage integrations to their platform. 

Ema’s customers can set up integrations easily through Merge Link. 

1. A user would navigate to the Integrations tab and click on the application they’re interested in integrating with.

2. Merge Link—a UI component that Ema embedded into their platform—appears. From there, the user can authenticate their integration. 

3. Once authenticated, an initial sync gets performed. These syncs can vary in frequency, but they can be anywhere from real-time (via Merge’s webhooks) to daily.

Once these integrations are set up, Ema’s AI agents can use them to support countless use cases. 

Here are just a few common ones:

Resolve customer issues automatically

Whenever a customer needs support (e.g., logging into your product), Ema’s AI Agent Assistant can leverage relevant historical issues from the integrated ticketing solution to pinpoint the appropriate solution. 

If the human agent approves the proposed solution, the AI agent can go on to address the issue end-to-end (i.e., perform the necessary action and then message the affected customer and close the ticket).

Fulfill employee requests seamlessly

Employees can make all kinds of requests within their HRIS solution. 

Once they do, Ema’s AI Employee Assistant can leverage relevant information from integrated documents to provide clear and concise answers. It can also take actions in the relevant application(s).  

For example, if an employee makes a PTO request, the AI agent can review the company’s PTO policy through the employee handbook in the integrated file storage solution. The agent can also review the employee’s outstanding PTO balance in the integrated HRIS. Assuming the employee is eligible to request that time off, the AI agent would submit the request on their behalf.

Merge’s integrations are not only far ranging—they’re also reliable, performant, and secure. 

Swati explains that “By continually syncing data in or near real-time and without issues through Merge, our AI agents can consistently make effective recommendations and decisions for each customer.”

Swati offers up an example of how Merge’s integrations are also secure within the context of file storage integrations:

“Our AI agents only show information to a user based on the documents that user has access to. This helps us keep our customers’ sensitive information secure over time.” 

Merge has also enabled Ema to launch integrations significantly faster and save countless engineering hours.

According to Swati:

Finally, Swati appreciates the level of support Merge provides. 

“Merge’s support team consistently addresses all of our questions and concerns in a matter of hours. They’re truly committed to our success.” 

 We look forward to powering Ema’s AI agents in the years to come.