Connecting AI, Operational Efficiency, and Personal Service to Today's Global Workforce

Artificial Intelligence (AI) has quickly become a key force in today’s business world, and the relocation industry is no exception. Companies across all sectors, both corporate employers and service partners, are working to enhance benefits and service experiences by using AI and machine learning to automate key tasks and to access and interpret relevant data, providing customers and service partners with faster access to answers. The key benefits of these investments in innovation are to automate routine tasks and provide data-driven insights so that professionals in global mobility can add value to the services they manage, whether that’s policy development, service coordination, or a one-to-one local and personal customer experience.  

Natural language queries to large language models (LLMs) to answer questions about an array of benefits and services is fast moving towards becoming the norm in relocation service delivery. In this next-stage, AI-powered environment, everyone in the mobility ecosystem has the potential to benefit from a better organization of data, communications, schedules, and timelines, optimally coordinated through easy-to-use relocation management platforms. The vision is to achieve the ‘single pane of glass’ access to program and services details that has been promised for years.

Many frequently asked questions, covering everything from standard visa application timelines to commute distances and transportation options in destination locations, can be answered through generative AI queries. This is a huge step forward in quickly getting employees in a high-stress situation the information they need to feel positive about their move. 

But what about questions and needs that are highly confidential, personal, or situation-specific, or questions that the model hasn’t yet learned enough about to have the most helpful answer? This is the two-sided challenge that the global workforce mobility industry is rapidly evolving to address. In this article, we’re sharing how Dwellworks is responding to the multi-dimensional need for trustworthy intelligence and expertise to support globally mobile talent.

Employees Expect Simpler, Better Service Experiences

Relocation is a complex process that requires employers, employees, and service providers to collaborate effectively to deliver an experience that results in satisfaction with the move and, ultimately, the retention of high-performing talent. A key driver of that satisfaction can be the experience that employees and those moving with them have with destination services – the suite of services that typically includes area orientation, home finding, school search (as needed), settling in, local registrations, and specialized referrals and research for everything from elder care to finding ways to connect with new neighbors and join communities with shared interests. 

As the world’s largest provider of destination services, supporting the moves of over 20,000 corporate employees each year into thousands of locations, Dwellworks is both accountable to our clients (relocation management companies and corporate employers) and responsible for our customers (the employees experiencing the destination services benefit). In that capacity, we’re proud to have been named a Silver, Gold, and Platinum provider to Cartus across multiple markets, an Innovation, Sustainability and Service award winner by SIRVA, and Bristol Global Mobility’s 2024 Partner of the Year, among other recognitions. We have also been the destination services provider with the highest scores in employee service satisfaction in the Trippel Report for the last three years in a row. 

To sustain these results, we continually invest in skill-building for our service delivery professionals and in process simplification and automation, rich content, and now, in agentic AI. Focused on the customer experience, we’re building the service infrastructure to support both the ‘now’ and ‘next’ expectations of the globally mobile workforce. 

Transformation Begins with Operational Excellence 

In defining our destination services transformation goals, we determined that we want our local Consultants to excel at supporting the unique experience expectations of customers; we do not want each individually reinventing core processes. Our making the processes that support the experience more administratively efficient has translated into a net gain in time, attention, and focus on the customer. 

With a more efficient process, expanded and deeper data capture (in a closed and secure environment), and AI-enabled tools, our service teams and Dwellworks Consultants in the field spend less time drafting emails and chasing data. Instead, communication and feedback are centered around generating automated alerts, analyzing sentiment, and initiating “calls-to-action,” keeping the focus on the customer’s experience, on their needs and their timing.

Effective AI Requires Deep Data, Security Standards, and Expert Analysis

It’s easy to scan news headlines and social media and develop the impression that ‘anyone’ can put AI innovation to use, immediately. In our business, which involves managing support for people through a complex process, using in some instances, personally identifiable information (PII), we act from the position that AI solutions can only be developed after an initial investment in organizing, analyzing, and securing data. 

Dwellworks has strong, systemic guardrails around the information we manage and access in our business, and no information we manage on behalf of our customers, clients, or our business leaks out to train public LLMs. 

Agentic AI is Already Transforming the Destination Services Experience

As always, the annual WERC conference provided an opportunity to table set and explore new options in mobility services. Core sessions on always-essential tax and immigration updates were supplemented by knowledge of emerging developments in temporary living, options like co-living and expanding accommodations choices, as well as a future leaders bootcamp that drew a packed room of founders and innovators. The industry’s new focus on WERCshops – short, intense learning sessions planned for multiple sites in the Americas, EMEA, and Asia Pacific for 2026 – is an example of the kind of real-time learning and solutions development that WERC is advocating for for its global membership. 

Learning from the data we manage and maximizing our AI development capabilities, Dwellworks has built a fully integrated destination services experience that optimizes and accelerates AI-supported communication between internal program managers and our global field force of over 2,500 consultants. We’re also designing and executing an upgraded AI experience for relocating employees that will be built on the robust and compliant use of complementary AI agents, making it easier to ask questions and get answers from myDwellworks through secure AI agent orchestration.

Services already available to customers include the capability to scan, analyze, and comment on leases in multiple languages. We’re providing locally informed, accurate feedback to transferring employes in fast-moving rental markets and providing an additional level of support and confidence for RMCs and corporate clients. This automated lease review capability will also be available for temporary living documents, providing much-needed simplification and acceleration for one of that service line’s key requirements. 

“Next level” destination services from Dwellworks, empowered both by AI and our investments in operational effectiveness, will be released in continuous sprints over time, will be designed and executed to align with the service expectations of a new generation of mobile talent, and, importantly, will be available in preferred communication apps such as What’s App, Slack, and Teams, depending on corporate client and RMC commitments to secure data transfer and platform integration. 

Agentic AI has the potential to save time, lower costs, and create powerfully positive customer experiences in global mobility. It depends on deep data, streamlined business processes, development investment, and shared stakeholder vision to translate expectations to reality. And even then, for all of its promise, AI is still only a part of the customer experience story. 

Empathetic Destination Services Solutions for Every Program and Policy 

The delivery of destination services is also shaped by the individual requirements and personal attention needs of each transferring employee. Having supported over half a million moves since our founding in 2007, Dwellworks has a data-rich understanding of core and commonly used services, frequently requested support needs, and those service requests that are truly custom, unique, or exceptional. Every request deserves customized attention, and we’re making sure that happens.

Recognizing that clients as well as transferring employees value choice and options, we’ve used customer feedback and data analytics to build a suite of solutions, ranging from specialized microservices priced under $500 to full-service, multi-day destination services packages. Our experience supporting moves from recent graduate new hires to CEOs has taught us that the need for destination services support has not decreased with the ubiquity of search engine technology or generative AI. This need to connect human-to-human has been validated in numerous research findings from Deloitte, E&Y, Ipsos and others, and is the focus a recent blog we contributed to for WERC. 

Supporting destination services for people relocating for work means more than enabling interactive Q&A from an AI agent. It’s about extending and validating a customer’s online research with specific local expertise. When a problem arises, time is short, or information from one online resource conflicts with another. A relocating employee, regardless of their level in the organization, expects to be able to reach an expert. That’s the promise made and kept by destination services. 

Dwellworks Consultants know the answer to questions that AI, as fast as it is, cannot always keep up with in real time. In the US, for example, this could be time-sensitive answers about which local Social Security Administration offices are the best staffed or how to implement on Monday a policy change that the government announced in a late Friday afternoon bulletin. In the UK, the questions may be about the Renter’s Rights bill and in Hong Kong about openings in top tier international schools.

Our services expand support beyond the reach of agentic-AI to deliver final-mile solutions, including validating rental listing information, confirming viewing appointments with hard-to-reach landlords, accompanying employees on property visits, and providing information on frequently updated regulatory and policy changes. A local Consultant who works with relocating employees every day in their unique market is often the most trustworthy knowledge source to tap. 

Global Mobility Service Excellence That is "Both/And", Not "Either/Or"

Properly designed, built, tested, and executed as the Dwellworks strategy is, combining enriched AI resources with local expertise, destination services with embedded AI will support an experience that delivers what talent mobility customers expect while being cost-competitive, scalable, and adaptive.

About Dwellworks:

Dwellworks is the world’s largest provider of destination-related services and temporary living solutions for the globally mobile workforce and business travelers. We provide business-to-business solutions for Fortune 1000 and emerging companies directly and through their relocation management partners. Whether a company needs to relocate its employees across the country or around the world, we provide a range of support services to help employees and their families transition successfully from their home location to a new destination.

Dwellworks supports the diversity of our clients’ globally mobile workforce with personalized destination solutions in 16 countries, covering hundreds of major relocation markets. Dwellworks Living, our global furnished temporary living solution, offers corporate housing accommodations for relocation and business travel customers in 125 countries. Our full-service real estate brokerage, Station Cities, supports home rentals, sales, and purchases in the Tri-State New York area and Chicago. Visit our homepage, learn about our services, and read our blogs to learn how we can help with your relocation and business travel needs.