Leroy: When AI stops being a buzzword… and becomes a real lever!

Last January, we launched an internal AI agent at illuxi that we call Leroy.

The goal was simple: respond faster, better, and at scale to our learners’ requests.

With close to 290,000 learners on the platform over the past year, one thing is clear: support requests are not decreasing—they are structurally increasing.

Industry benchmarks are well known:

  1. A high-performing SaaS platform typically keeps support volume below 10% of active users per month (Fullview)

  2. Around 8% of ARR is spent on support and customer success (SaaS Capital)

    The real question wasn’t “should we automate?” The real question was: how do we do it without degrading the customer experience?

 

The Real Challenge: It’s Not AI, It’s Data

An AI agent is not intelligent by default.

It’s only as good as what you feed it.

Since November, the real work has been: structuring our answers, documenting frequent cases, standardizing processes, and continuously enriching our knowledge base.

Leroy isn’t “smart.” He’s well trained.

 

The True Cost of Support

Take a simple example: “I forgot my password.”

It takes only a few minutes to answer.

But the real cost lies in the interruption.

A study by Gloria Mark (University of California) shows it takes on average 23 minutes to regain focus after an interruption.

Internally, we use a conservative assumption of 15 minutes per request.

At a fully loaded cost of $75/hour, that’s $18.75 per 15-minute block.

 

Our Reality After One Month of Optimization (February 2026)

We handled 810 support requests.

Without AI (100% human model): 810 × 15 minutes = 202.5 hours, 810 × $18.75 = $15,187, for an estimated total of ~$15,200.

And that’s theoretical. In reality, no employee is 100% productive—interruptions, meetings, and cognitive load increase the real cost.

 

Cost with Leroy + 1 Human

Breakdown: 421 requests handled by Leroy, 389 escalated to a human.

AI portion: $345 USD (support software) + $370 USD (AI usage) ≈ $950 CAD.

Human portion: 97.25 hours at $25/hour (outsourced) ≈ $2,500 CAD.

 

Total Cost with AI

≈ $3,450 CAD

 

Results

Cost without AI: ~ $15,200

Cost with AI: ~ $3,450

Savings: over $11,700 in a single month (February 2026)

And that doesn’t include 24/7 availability, faster response times, reduced friction, and freed-up time for the team.

 

Leroy, in Practice

This wasn’t a complex project.

No massive budget, no oversized team, no endless timeline.

Just a real need, existing data, and disciplined execution.

 

The Real Question

It’s not “how do we do AI?”

It’s: where are your simplest operational frictions—and how do you eliminate them?

 

What’s Next

Leroy is just the beginning.

Next steps: enrich the knowledge base, improve resolution rates, optimize human escalation, and expand use cases.

 

The Goal

Not to replace humans, but to free up time where it creates the most value.

 

Conclusion

Applied AI is not a promise.

It’s a concrete, measurable, and accessible lever.

Leroy is a simple example—and most importantly, a repeatable one.

The City of Sainte-Adèle Chooses illuxiLMS to Support Firefighter Training

We’re proud to announce a new partnership with the City of Sainte-Adèle, which has selected illuxiLMS to help develop and strengthen the skills of its municipal teams.

This exciting collaboration begins with one of the city’s most essential groups: its firefighters. Through our platform, they’ll be able to access training that’s tailored to the realities of their demanding profession — in a format that’s flexible, accessible, and aligned with their mission to protect the community.

At illuxi, we believe that municipal services — especially first responders — deserve modern tools to help them grow, adapt, and rise to today’s challenges.

A Platform Designed for Municipal Realities

With illuxiLMS, cities like Sainte-Adèle benefit from:

  • a user-friendly, bilingual platform hosted in Canada,

  • access to both asynchronous and live training content,

  • tailored onboarding for all types of staff (managers, frontline workers, administrative teams, public safety, etc.),

  • and detailed progress tracking to support compliance and performance management.

We’re proud to contribute to the professional development of public servants and to help raise the bar for public service delivery — one city at a time.

Welcome to the City of Sainte-Adèle — the newest member of the illuxi family!

Strategic Appointment at illuxi: Alexandre Hénault-Couturier Becomes Chief of Customer Experience and Innovation

illuxi is proud to announce the appointment of Alexandre Hénault-Couturier as Chief of Customer Experience and Innovation. This milestone marks an important step in our growth strategy and our large-scale deployment ambitions.

A role at the heart of our mission

With strong expertise in technology and complex project management, Alexandre will lead two key strategic areas:

  • Deployment of our existing SaaS solutions to our clients, ensuring performance, efficiency, and flawless execution.

  • Leadership of illuxiHERO, our flagship project that leverages artificial intelligence and gamification to transform training and skills certification.

A results-driven, innovation-focused leader

Alexandre brings to illuxi a pragmatic, action-oriented vision — essential for ensuring rapid deployments and delivering an exceptional client experience. His collaborative approach and technical mastery strengthen our ability to deliver smart, personalized, and scalable training solutions.

A shared ambition

By joining illuxi, Alexandre is fully aligned with our mission: to position illuxi as Canada’s leader in training and skills certification in the era of artificial intelligence.

Welcome to the illuxi adventure, Alexandre!

Building Ethical and Sovereign AI to Transform Public Sector Training

In an era dominated by rapid advancements in artificial intelligence (AI), conversations about ethical usage, data ownership, and technological sovereignty have never been more critical. At illuxi, we believe that the future of learning depends not only on innovation but also on values deeply rooted in trust, ethics, and national autonomy.

AI in Education Must Be Ethical by Design

AI-powered learning solutions offer unprecedented personalization, scalability, and efficiency. However, they also raise fundamental concerns: Who owns the data? How is it being used? Are AI models trained on culturally relevant content? These questions are especially pressing in public-sector contexts such as education, health care, and government training.

At illuxi, our answer is clear: AI must be developed and deployed ethically from the ground up. This means complete transparency, explainability of AI decisions, and a commitment to fairness, privacy, and inclusivity.

Data Belongs Here – Not Across Borders

We’re proud that illuxiLMS and illuxiHERO are hosted entirely in Canada, with data centers governed by Canadian privacy laws. Our infrastructure is built to comply with strict local standards like Loi 25 in Quebec and PIPEDA federally. This level of data sovereignty provides public institutions with confidence that their information is secure and not subject to foreign jurisdiction.

A Sovereign Approach to Skill Requalification

Through our collaboration with organizations like JACOBB, illuxi is building Canadian-owned intellectual property in artificial intelligence. Rather than outsourcing key components of our platform to international providers, we’re investing in local expertise and homegrown innovation.

Why does this matter? Because Canada will need to requalify more than 6.5 million workers by 2030. We believe the tools we use to achieve this transformation must reflect our own cultural, linguistic, and social context. That means using Canadian-built systems designed with inclusivity, accessibility, and impact at their core.

Let’s Build a Smarter, Fairer Future – Together

Ethical AI is not just a feature – it’s a responsibility. Sovereign technology is not just patriotic – it’s strategic. At illuxi, we’re committed to building a future where learning technology is both intelligent and principled.

If you’re a public-sector leader, an HR professional, or simply someone who believes in ethical, Canadian-made tech, we invite you to learn more about how illuxi is leading the way.

illuxi Welcomes Mathieu Brillon as Chief Operating and Financial Officer (COO/CFO)

We are pleased to announce the arrival of Mathieu Brillon to the illuxi executive team as Chief Operating and Financial Officer (COO/CFO). This strategic appointment marks a major milestone in accelerating our growth and realizing our vision: to reinvent skills development in the age of artificial intelligence.

Mathieu brings extensive experience in operational management, financial planning, and business scaling. His impressive track record across various innovative organizations makes him a valuable asset in supporting illuxi’s rise—both in Quebec and internationally.

From his very first meeting with our team, Mathieu immediately recognized the transformative potential of illuxi. Faced with the colossal challenge of requalifying over 6.5 million workers in Canada—and over 1 billion globally—he saw a meaningful opportunity to be part of a real and impactful solution.

With its intelligent, personalized, and adaptive LMS platform, illuxi is already a key player in the digital learning space. Mathieu’s arrival will strengthen and accelerate our growth strategy, leveraging operational excellence, financial discipline, and social impact.

Welcome to the illuxi adventure, Mathieu!

A 5th School Board Chooses illuxi: Advancing the Future of Learning in Education

At illuxi, we believe that knowledge is a collective force. That’s why we’re proud to announce that the Centre de services scolaire des Patriotes has selected illuxiLMS as its official Learning Management System (LMS) for employee training. This new collaboration strengthens our commitment to the education sector and marks a significant step in our continued growth.

With nearly 6,500 employees, the Centre de services scolaire des Patriotes joins a growing network of educational organizations relying on our platform. It becomes the 5th School Board to adopt illuxiLMS, reinforcing our position as a trusted partner for Quebec’s public school service centres.

 

Why do School Boards choose illuxi?

Our platform is built for the realities of the public and education sectors:

  • A bilingual, Canadian-hosted solution that meets the highest security standards.

  • A user-friendly interface that facilitates access to learning paths, testing, certification, and completion tracking.

  • Personalized support, tailored to the needs of training managers and IT teams.

  • Seamless integration with existing tools.

 

Specialized expertise in the education sector

After several years of working closely with the education network, our team has developed deep insight into the sector’s key challenges: staff engagement, compliance with ministry requirements, mandatory training tracking, and accessibility for all employee groups.

Our LMS centralizes training management while offering a simple, effective experience for all users—whether they are teachers, administrative staff, professionals, or support personnel.

 

A shared mission: advancing collective knowledge

We are honored to support the Centre de services scolaire des Patriotes in building a modern and effective culture of continuous learning. Together, we’re helping to create dynamic, skilled, and future-ready educational environments.

illuxiLXP: Pioneering the Future of Learning

At illuxi, our foundation is deeply rooted in Learning & Development (L&D). For years, we’ve partnered with HR leaders and organizations dedicated to empowering their teams, guided by a single vision: to revolutionize employee learning with tools that are accessible, adaptable, and—above all—effective.

Yet, as the workplace continues to evolve rapidly, so too do the challenges faced by L&D professionals. That’s why we’re not stopping with illuxiLMS. We’re excited to introduce our next transformative step: illuxiLXP—a groundbreaking solution for the future of training, set to launch in 2025.

What to Expect from illuxiLXP

illuxiLXP won’t be just another platform; it will be a comprehensive learning ecosystem that integrates gamification, AI-driven assessments, and micro-learning to redefine training delivery. In today’s fast-paced environment, training must be engaging, hyper-relevant, and personalized—and illuxiLXP is being designed to do just that.

  • AI-Powered Personalization: By leveraging advanced AI, illuxiHero will create individualized micro-learning paths tailored to each learner’s unique needs and progress, whether they are frontline workers or senior managers.
  • Gamified Skill Assessment: Training with illuxiLXP will be anything but passive. Through serious games, it will assess skills in real-time, offering insights into each employee’s strengths, areas for improvement, and growth potential.
  • Adaptive Learning Programs: Once strengths and gaps are identified, illuxiHero will deliver targeted training to bridge those gaps, ensuring learners focus on the most relevant material without wasting time on unnecessary content.

Why Look Forward to illuxiLXP?

The era of “one-size-fits-all” training is over. illuxiHero is being developed for today’s dynamic workforce—one that demands flexibility, interactivity, and customized learning experiences. With the integration of AI and gamification, it will offer training that adapts in real-time to your employees’ needs.

Our mission has always been to make learning intuitive and impactful. We believe that illuxiLXP represents the next bold step on this journey, bringing not just innovative technology, but truly meaningful learning experiences.

We’re not just building a product; we’re shaping the future of learning. And with illuxiLXP on the horizon, this journey is only just beginning.

Let’s redefine training and growth—together. Stay tuned for 2025!

High-Altitude Leadership: What Public Sector Managers Can Learn from Top Gun: Maverick!

In a constantly evolving world, public sector managers are called upon to tackle increasingly complex challenges. To navigate bureaucratic turbulence and rising expectations, they must demonstrate agile leadership, an ability to innovate, and a clear vision—qualities beautifully illustrated in the film *Top Gun: Maverick*.

The Art of Making Quick Decisions:

In *Top Gun: Maverick*, Captain Pete “Maverick” Mitchell faces situations where decisions must be made in a split second, often with limited information. Public sector managers can learn from this approach by developing their ability to make quick and informed decisions. While bureaucratic environments are often synonymous with lengthy processes and thorough deliberations, it is sometimes crucial to act swiftly to respond to urgent situations or seize strategic opportunities.

The Value of Experience and Adaptability:

Maverick, an experienced veteran, combines his accumulated know-how with impressive adaptability to new technologies and young recruits. Similarly, public sector managers must balance their acquired expertise with an openness to innovation and new working methods. This includes integrating artificial intelligence, implementing sustainable practices, and adopting digital technologies to modernize public services.

Servant Leadership:

One of the central themes of the film is the importance of teamwork and mentorship. Maverick is not just an exceptional pilot; he is also a mentor who pushes his teammates to bring out their best. For public sector managers, this means embracing servant leadership, where collective success takes precedence over individual achievements. By nurturing talent within their team and supporting the professional development of their employees, managers can create an organizational culture where innovation and engagement are at the heart of every mission.

Strategic Defiance:

One of the most intriguing aspects of Maverick’s character is his strategic defiance. He does not hesitate to challenge orders when he believes the situation demands it, always with the goal of protecting his team and successfully completing the mission. For public sector managers, defiance may seem like a risky path, but it can sometimes be necessary. It’s not about challenging authority for the sake of it but knowing when to question directives that could harm the efficiency or ethics of public service. This form of managerial courage must be used with discernment, considering potential consequences, but it can be a powerful lever for bringing about positive change in an often rigid environment. Maverick reminds us that a good leader knows when to follow the rules and when it’s necessary to reinterpret them for the common good. This aspect of leadership is also highlighted in the Quebec Government’s Competency Guide, which values managers’ ability to exercise discernment, critical judgment, and integrity in the application of rules and directives.

Managing Change and Resistance:

Just as Maverick faces resistance from both hierarchy and new recruits, public sector managers must navigate environments where change is often met with skepticism. The film shows how strong leadership, combined with transparent communication and respect for traditions, can facilitate the acceptance of change while honoring the organization’s core values.

Resilience:

Finally, *Top Gun: Maverick* is a lesson in resilience. Whether in the cockpit or the boardroom, public sector managers must learn to remain resilient in the face of crises. This resilience is not just about surviving but about using every challenge as an opportunity to strengthen organizational capabilities and improve public services.

Conclusion:

Through Maverick’s adventures, public sector managers can find inspiring parallels to enhance their own leadership. Whether in decision-making, adaptability, mentorship, strategic defiance, change management, or resilience, the lessons from the film are clear: high-altitude leadership is essential for navigating the complexities of the modern public sector. Like Maverick, managers must continually evolve, learn, and adapt to lead their teams to new heights.