How can you do more with less in HR? The answer is AI. Here’s what you need to know to set your team up for success.
Imagine if you could spend your workday actually getting work done, and not waste time on low-value tasks like searching for benefits information or payroll documents. In fact, employees report wasting 13 hours per week due to poor digital experiences like this. AI in HR is poised to make employee work processes easier and more efficient, ultimately redefining how we work.
Artificial intelligence (AI) in HR is more than just a trend: It promises to help not only employees, but the 90% of HR professionals who feel overwhelmed trying to meet their organization’s needs. By integrating AI into their work systems, companies can automate routine tasks, deliver better employee experiences, and gain viable insights that can help improve HR operations. Here are three ways AI in HR is shaping the workplace, and how you can get started.
What is AI in HR?
AI in HR is the integration of AI technologies into HR processes. This includes using machine learning algorithms, AI agents, natural language processing (NLP), and data analytics to automate repetitive tasks, such as answering common employee questions like:
- What are my options for benefits?
- What items are eligible for reimbursement?
- What’s our expense policy?
AI can also provide valuable insights into employee behavior and trends, aiding in strategic decision making. By using AI, HR professionals can focus on high-value activities like employee development and engagement, ultimately creating a more streamlined and effective HR function.
What are the benefits of AI in HR?
With AI in HR, teams become more efficient and productive. An AI in HR platform like Salesforce Employee Service helps you achieve the following.
Connect employees to the right answers fast
This is one of the most significant benefits of AI in HR. For example, in an employee portal, workers can use a generative AI-powered search feature to instantly access a wealth of information without needing to read through each article. Whether they need to understand company policies, check their benefits, or learn about upcoming training opportunities, employees will quickly get the information they need to perform their jobs effectively.
Set up HR teams to support employees faster
AI also helps HR teams provide faster and more efficient support to employees. With an AI-driven HR service console, for example, HR professionals can automate routine tasks such as answering frequently asked questions, processing requests, and managing employee records. This frees up HR teams to focus on more strategic and high-value activities, like employee development and engagement. By reducing the time spent on administrative tasks, HR teams can offer more personalized and timely support to employees to improve overall job satisfaction and productivity.
Boost employee and HR team efficiency with AI agents
AI agents are another powerful tool in the AI in HR arsenal. They can handle a wide range of employee inquiries and requests, from scheduling meetings to providing guidance on complex HR policies. And with prebuilt integrations into systems like Workday, AI agents like Agentforce can understand and respond to even complex employee queries in a humanlike manner, providing accurate and helpful information around the clock. This not only boosts employee efficiency by giving them instant access to the support they need, but reduces the workload for HR teams and lets them focus on more critical tasks.
How to get started with AI in HR
Integrating AI into your HR processes can seem daunting, but by following a few easy steps, you’ll be on your way. Here’s how to get started:
- Locate your HR content
Gather all your HR-related content, including policies, benefit plan summaries, standard operating procedures, employee handbooks, and any other relevant documents. Don’t worry if this content isn’t already in Salesforce — you can import content from various repositories like SharePoint into Salesforce Knowledge or Data Cloud. Centralizing your HR content is crucial for creating a comprehensive and accessible knowledge base.
- Start building your service catalog
Next, think about the services and requests you want to offer employees. Identify the most common requests and determine if they can be turned into catalog items that employees can request via the portal. For example, requests for leave, benefits changes, or a corporate credit card can be automated: After an employee provides the required information, a case would be created and routed to the appropriate fulfillment team.
- Decide on the right channels
Employee Service can be delivered through multiple digital channels, including a portal, email, AI agents, web chat, WhatsApp, and more. Consider which channels are right for your organization. Different channels cater to different employee preferences and can enhance the overall employee experience. For instance, some employees earlier in their careers might prefer web chat or SMS, while others might be more comfortable with email.
- Start building your business case
To get your leadership on board to invest in AI for HR, you’ll need a strong business case. Begin by estimating how much time you could save your HR specialists and business partners if common inquiries and tasks were handled by AI. Consider what strategic projects these specialists could focus on with that extra time. Finally, calculate how reduced case-handling time and case age could decrease the cost to serve, making your operations more efficient and cost-effective.
Succeeding with AI in HR
AI in HR is transforming how we work. It simplifies finding answers and completing tasks, boosts HR team productivity by automating routine tasks, and uses AI agents to handle mundane tasks efficiently.
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