Docusign rapidly scales its AI strategy by enabling its global workforce with Gemini
Shivi Singh Verma
Senior Manager, Engineering (Cloud Apps), Docusign
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SIGN UPNotebookLM is a key differentiator for us. Because its knowledge base is built on our own unique data, everyone at Docusign can easily find any information they need.
Snapshot: As a pioneer in electronic signatures, Docusign has always operated with a technology-first mindset. In its search for innovation, it became an early adopter of Gemini and today relies on Google Workspace with Gemini to power its global team’s productivity and collaboration.
- 90% reduction in time spent on performance review preparation with NotebookLM
- Saves 1-4 hours per employee per week
- 80% of employees feel Gemini has a positive impact on their day-to-day work
- Automated support chat for new policies with NotebookLM and Gemini-based chatbots
- Switched from Office365 to Google Workspace to give Docusign a more modern, intuitive, and collaborative working experience
Origin story
From its inception, Docusign has helped lead efforts to standardize and redefine the perception of electronic signatures. Our teams do this by committing themselves to using new technologies to shape internal operations and develop our products for more than 1.7 million customers. Most recently, that means dismantling barriers to AI and weaving it into our daily workflows. We see our company’s collaboration solutions as the starting place for our teams’ innovation, but that wasn’t always the case.
Our previous collaboration solutions were disconnected and software sprawl made it challenging for everyone to work together. Our systems of record and everyday work tools were disconnected, forcing employees to spend valuable time searching for information before they could act. We knew there had to be more efficient ways to connect our global teams and deliver faster by offering better-connected and more user-friendly tools.
By building a list of “gold standard” Gemini responses, Docusign works to continually refine and hone prompting to make every team as efficient as possible.
The switch to Google Workspace and NotebookLM
We chose to move from Office365 to Google Workspace to give Docusign a more modern, intuitive, and collaborative working experience. It was especially important for us to work in a cloud-first environment that reflected how our teams already operated, including native integration with our other apps. Now, we trust Google Drive as our central repository for all of our data while communicating through Gmail, collaborating in real time through Docs and Slides, and even collecting internal data with Forms. The real evolutionary leap came when we adopted Gemini, giving our teams access to generative AI directly within the apps they already use every day.
After consulting with other enterprise users, we saw that Gemini’s feature set was growing, and it supported our ability to scale AI quickly. It also meets the same enterprise security standards as the rest of Google Workspace, allowing us to confidently integrate AI while maintaining our zero-trust architecture and access controls. Our implementation team then helped introduce our entire org to the ways that AI could fit uniquely into our workflows. They educated us, for example, on the best practices for prompting.
Investing early in training helped accelerate responsible AI adoption across the organization. We used Forms to collect feedback from our teams. That survey found 80% of participants reported a positive impact on their work lives and 67% saved 1-4 hours of time each week, boosting their productivity. With that time back, everyone at Docusign can focus their attention on higher impact, strategic work to grow the company. As a result, Gemini is now a critical tool for us on new projects, data analysis, and employee learning.
NotebookLM has also become a powerful knowledge and research assistant for our teams. Because its knowledge base is built on our own unique data, everyone at Docusign can easily find any information they need, and customize it for their format preferences. I can use it to generate infographics for updates to leadership just as easily as I can craft more tailored, comprehensive performance reviews for my team. Conducting quarterly performance reviews used to take me four to five hours per person. With unique notebooks, I can query existing notes, build a report, and be ready to meet with them in less than 30 minutes. As thousands of employees at Docusign embrace this paradigm shift, we’ll only continue to innovate and drive insights faster.
With Gemini and NotebookLM embedded into day-to-day work at Docusign, every team member is helping build an AI-first culture.
Looking ahead
NotebookLM has already had such an impact at both the individual and the organizational level by introducing more automation and broadening access to our institutional knowledge. We continue to refine these processes by evaluating prompt accuracy against “gold standard” reference answers to ensure we’re getting the most out of each request.
We want to continue to support our teams through solutions like Gemini Enterprise. Our vision is to deploy agents that serve as a single point of entry for groups of employees at Docusign. This may look like an HR agent that supports new hires with questions about onboarding or agents that support our product engineers by surfacing product documentation. This ongoing work to improve access will help all of us drive innovation, collaboration, and productivity across the globe.
