Handling repetitive queries can significantly drain an HR department's resources, leading to inefficiencies and decreased productivity. 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.
5 Ways to Reduce Repetitive HR Queries:
- Optimize the HR portal
- Implement an AI assistant
- Leverage knowledge management
- Streamline employee journeys
- Utilize a creator platform
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.
1. Optimize the HR portal
Hack: Centralized information hub
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, it is important to choose a tool that brings together critical employee information from multiple sources and uses AI personalization.
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:
Custom branding and user experience: Personalize the portal with your company’s branding to ensure consistency and familiarity, boosting engagement and ease of use. A customizable portal helps maintain high adoption rates and continuous employee engagement. - AI search: Use AI-powered search functionalities to help employees find answers to common queries quickly. This reduces the burden on HR staff and improves employee satisfaction by providing instant, accurate answers.
- Integration with multiple systems: Ensure the portal integrates seamlessly with other HR systems, such as payroll, benefits, and time-off management, to provide a comprehensive, one-stop solution for employees.
- Mobile access: Ensure that the portal is mobile-friendly, allowing employees to access information anytime, anywhere, enhancing flexibility and convenience.
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.
2. Implement an AI assistant
Hack: Real-time query handling with generative AI
AI assistants can instantly respond to employee queries, providing real-time support and reducing the number of HR tickets.
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:
- Integration with knowledge: Connect the AI assistant to your existing knowledge sources to ensure accurate and up-to-date responses. This reduces the need for employees to navigate multiple systems to find information.
- Conversational interface: Use a natural, conversational interface to engage employees, making it easy for them to get the help they need without breaking their workflow. This can significantly improve the user experience and efficiency.
- Multi-channel availability: Deploy the AI assistant across various platforms like Slack, Teams, or WhatsApp to meet employees where they are, ensuring consistent support across different communication channels.
- Data privacy and security: Partner with a vendor that prioritizes data privacy, security, and safeguards. This ensures that sensitive employee data is protected, building trust in the AI assistant’s usage.
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.
3. Leverage knowledge management systems
Hack: Centralized knowledge repository with AI integration
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 management system can help identify coverage gaps, tone of voice issues, bias, and outdated content, ensuring the information remains current and relevant, even if that content lives in multiple sources.
Example implementation:
Personalized knowledge hubs: Tailor the knowledge base to individual employees based on their roles, locations, and aspirations. This ensures that employees only see content relevant to them, enhancing usability. - Automated content updates: Use AI to automatically update or retire outdated content, ensuring the knowledge base remains accurate and reliable.
- Gap analysis and content creation: AI can spot content gaps, score existing content for quality, and even generate new content in the company’s tone of voice, ensuring comprehensive coverage.
- Analytics and feedback: Implement analytics to track the most frequently accessed information, identify gaps, and gather employee feedback to continuously improve the knowledge base.
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.
4. Streamline employee journeys
Hack: Comprehensive, purpose-built journeys
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:
- Onboarding and beyond: Automate not just onboarding but also other key processes like promotions, benefits enrollment, performance reviews, and family leave. This ensures a consistent, high-quality experience across all critical employee interactions.
- AI-powered personalization: Use AI to personalize each journey, tailoring steps and guidance to individual employee needs and roles. This enhances the relevance and effectiveness of the journeys.
- Nudges and reminders: Implement automated reminders to keep employees on track with their tasks, reducing the need for HR follow-ups and ensuring timely completion of tasks.
- Feedback collection: Integrate feedback mechanisms to continuously improve the processes based on employee input and analytics to track progress and sentiment.
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.
5. Utilize a creator platform
Hack: Enterprise-grade, no-code digital workflows
A creator platform enables HR teams to design and implement custom digital workflows without needing extensive IT support.
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:
- No-code tools: Use no-code tools to create and modify workflows easily. This allows HR to innovate quickly without waiting for IT resources.
- Integration capabilities: Ensure the platform integrates seamlessly with existing HR systems and other enterprise applications. This ensures a unified digital experience and efficient data flow across the organization.
- Global and multilingual support: Choose a platform designed for enterprise organizations that operate in multiple countries and languages. This ensures that the solution can scale globally and meet diverse needs.
- Automated triggers and notifications: Implement automated triggers to send out nudges and reminders at the exact right moment, ensuring critical tasks are completed on time and reducing the need for manual follow-ups.
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.
Conclusion
Reducing repetitive HR queries is essential for improving HR efficiency and employee satisfaction.
By optimizing HR portals, implementing AI assistants, leveraging knowledge management systems, streamlining employee journeys, and utilizing creator platforms, companies can significantly decrease the volume of HR service desk tickets and enhance overall productivity.
Implement these strategies in your organization to create a more efficient and satisfying HR experience for your employees.
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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.