Handling repetitive queries can significantly drain HR resources, creating friction in service delivery and pulling focus from strategic, people‑centered work.
By leveraging technology and implementing strategic solutions , companies can reduce these repetitive queries and improve their HR service desk operations. Here are five hacks to help you achieve this and digitally transform how your HR department functions.
This report delves into the dynamic intersection of AI and HR Service Delivery, unveiling five compelling use-cases where AI technologies can catalyze significant improvements. Read Now.
A well-designed HR portal serves as a centralized hub where employees can easily access critical information and complete basic HR tasks without having to contact HR directly.
To truly optimize an HR portal, choose a purpose‑built HRSD tool that orchestrates employee journeys—bringing together data, personalization, and tasks in one seamless hub.
This approach ensures that the portal is not a one-size-fits-all "link farm" but rather a dynamic, personalized space that becomes the "true home for HR."
Example implementation:
Without these features, adoption rates may drop, engagement may decline, and employees will revert to contacting HR for simple questions. An effective HR portal should ensure employees get fast answers every time, boosting overall efficiency.
💡 Benefit:
According to Forrester, companies that successfully surface commonly searched information to employees through their HR portals can see productivity improvements of up to 62%. Learn more about optimizing your HR portal.
AI assistants—when built into HRSD platforms—can instantly resolve queries, trigger workflows, and update records in real time, cutting ticket volumes and raising service quality.
Leveraging generative AI, these assistants can handle a wide range of tasks, from answering FAQs to guiding employees through processes, all while maintaining a conversational style that aligns with your company’s brand.
The rapid deployment of AI assistants means HR departments can see incredible value in weeks, integrating them smoothly among other priorities.
Example implementation:
HR departments, managing the largest number of internal customers (all employees), should not wait for IT but take the lead on this innovation. The efficiency gains from deploying an AI assistant are substantial, offering quick returns on investment.
💡 Benefit:
Organizations implementing AI assistants see an average ROI of 55% within six months, with some processing as many queries in one hour as a human HR service desk employee can handle in a week.
A centralized knowledge management system allows HR to consolidate all HR-related content into a single, easily accessible repository.
Existing knowledge sources can be quickly integrated, even if they are imperfect. With new AI technologies, it is less important to spend months perfecting all knowledge before launching.
A generative AI‑powered knowledge repository ensures your portal content is accurate, up‑to‑date, and aligned with employee needs—feeding smarter AI assistance and fewer support cases.
Example implementation:
Better-managed knowledge leads to fewer errors and more accurate responses when combined with an AI assistant, reducing the “garbage-in, garbage-out” problem and improving overall efficiency.
💡 Benefit:
Companies with effective knowledge management systems can reduce support costs by 20-40% and save employees up to a day per week in time spent searching for information. Explore the benefits of a robust knowledge management system.
Opting for a true, purpose-built journeys product rather than a retrofitted tool ensures that all critical moments in an employee's lifecycle are covered, not just onboarding.
Aspiring to cover every moment that matters with generative AI-powered personalization can help design better, more engaging journeys.
Example implementation:
Even if starting with onboarding, having a solution that can expand to other critical areas ensures that the HR department is prepared for any eventuality and can provide a seamless employee experience.
💡 Benefit:
Organizations with strong onboarding processes see an 82% improvement in retention, highlighting the importance of a comprehensive employee journey solution. Learn how to elevate employee journeys.
A no‑code HR creator platform empowers HR teams to build, launch, and iterate service‑oriented workflows themselves—reducing reliance on IT and accelerating digital improvements.
This flexibility allows HR to quickly adapt to changing needs and continuously improve processes.
Opting for a no-code platform ensures that innovations can be implemented rapidly, enhancing HR efficiency and effectiveness.
Example implementation:
By continuously bringing more digital HR capabilities and reducing reliance on IT, HR departments can focus on strategic initiatives and improve overall operational efficiency.
💡 Benefit:
By empowering HR to own and manage their digital tools, companies can reduce dependency on IT, leading to faster implementation and greater adaptability. Discover the power of a creator platform for HR.
Reducing repetitive HR queries is essential for improving HR efficiency and employee satisfaction.
By combining optimized portals, AI‑driven assistants, intelligent knowledge, journey orchestration, and creator tools, HR teams can dramatically reduce ticket volume—transforming service delivery into proactive, employee‑first HR.
Implement these strategies in your organization to create a more efficient and satisfying HR experience for your employees.
Ready to unlock the potential of AI in HR?
Discover how to streamline service delivery, reduce HR workload, and deliver more personalized, intuitive support, without adding complexity. Download the AI in HR Service Delivery Playbook for expert insights, practical strategies, and real-world examples that show AI in action.
As Co-founder and CTO of Applaud, Duncan Casemore leverages 15+ years in HR technology to develop AI-driven solutions that simplify processes and enhance EX. His expertise spans roles at Oracle, Xerox and successful HR consultancy. At Applaud, he focuses on making HR services accessible, driving efficiency, and boosting employee satisfaction.