Enhancing the Employee AI Journey: People-First Steps & Best Practices

Chapters:

• What do we mean by the employee journey?
• What is AI, really?
• Growing adoption of AI in HR and workplace tools
• What do we mean by "Enhancing the employee AI journey"?
• AI tools in the workplace
• How you can use AI to enhance the employee experience
• Best practices for building a positive AI employee journey
• The future of AI in the workplace

What do we mean by the employee journey?

It’s the whole story of an employee’s time with your organization, from the moment they click ‘apply’ to the day they leave (hopefully in the distant future). But it’s not just about processes and policies; it’s about how people feel at every step.

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The employee experience, or journey, is a holistic view of working life: the culture, the tools, the moments that matter. Designing a positive experience with care creates a workplace that boosts performance, improves retention, and attracts future talent. (CIPD)

What is AI, really?

We've all heard the buzz: AI is everywhere. But beyond the hype, what does it actually mean, and more importantly, how does it connect to the employee AI journey?

You might have encountered terms like machine learning or large language models (LLMs) - the technical building blocks behind the scenes. But what we're really excited about is the rise of agentic AI and generative AI. These forms of AI don't just process information - they act, create, and collaborate. And that's where the magic happens for HR and employees alike. Let's take a closer look.

🤖 Agentic AI

Think of agentic AI as an automated employee assistant that lightens the load for you and your HR team.

It cleverly works behind the scenes from pre-configured tasks and workflows designed to understand what employees need and take meaningful action, whether that’s escalating a request, resolving an issue, or guiding someone to the right resources.

Unlike traditional chatbots, which rely on fixed scripts, agentic AI can interpret intent and respond more naturally, with minimal input from you.

✍ Generative AI

Generative AI is the technology that can create new content, like text, images, or video, based on user instructions (or prompts). At its core, it uses patterns learned from existing data to produce something entirely new but still relevant and coherent.

Text generation tools, for example, are trained on vast amounts of language data and can write anything from emails to stories.

Image generation uses deep learning to create images similar to real-world photos or artwork, often used in design and marketing.

Video generation is similar to image generation but pushes this further by predicting and generating sequences of frames, allowing the AI to build realistic videos from scratch.

Growing adoption of AI in HR and workplace tools

With AI becoming an increasingly necessary tool, much like the internet and social media, organizations are recognizing that adopting AI is no longer optional but critical to staying competitive and current in today's work environment.

Research by Science Direct shows that AI adoption in HR brings clear benefits, including accuracy, automation, employee experience, and significant time and cost savings.

While implementing AI has challenges, such as the need for quality data and the protection of confidential information, studies have found that the benefits far outweigh the risks (George & Thomas, 2019). Integrating AI into HR processes can lead to improved employee satisfaction and enhanced productivity (Malik et al., 2021) and can fundamentally alter how companies connect with their employees.

Recent data from HR review reports that 63% of HR professionals now use AI in their daily tasks, a 12% increase from the previous year. This shows growing confidence in AI's potential to improve the employee experience.

So, what do we mean by ‘Enhancing the employee AI journey’?

The employee AI journey is the experience someone has when interacting with AI-powered tools at work, from asking a digital assistant a simple question to navigating complex HR processes using self-service support.

Enhancing this journey means moving beyond basic automation and traditional chatbots. It’s about creating meaningful, helpful interactions that feel human and building AI into the flow of work to empower employees, not frustrate them.

At its core, enhancing the employee AI journey is about:

• Putting people first, not technology
• Designing experiences that feel human and intuitive, not robotic
• Delivering instant, accurate support, without adding complexity
• Personalizing interactions so they’re relevant and respectful

A truly enhanced AI journey doesn’t just solve problems, it improves how employees feel about their workplace. That’s the kind of impact we’re aiming for.

AI tools in the workplace

Many organizations today use AI tools to streamline and enhance the employee experience, from grammar checkers, content generators, digital assistants, and many more. While not every tool uses generative or agentic AI specifically, many rely on advanced language models or automation to improve productivity, personalization, and ease of use.

As a professional content creator, I'll admit, I was among the first to worry my job might become redundant when generative AI tools started to rise. But as it turns out, AI has become more of a personal assistant, enhancing my productivity and creativity rather than threatening my role.

Two tools I rely on daily are generative AI (like ChatGPT) for brainstorming and ideation, and AI-powered writing assistants (like Grammarly) that help proofread and simplify my content.

🔍 Michelle's perspective: Why I love AI tools!

As an HR Content Writer, I've had plain, concise English drilled into me over the years to ensure readability. You might know the quote, "I have only made this letter longer because I have not had the time to make it shorter" (Pascal).

It captures the idea that we're all pressed for time. It's often much quicker to pour out streams of thoughts than carefully craft something concise.

That's where writing assistants are helpful; they not only check for errors, but they also help me ensure my torrents of words are clearer and more digestible. It's a great example of how AI tools can boost productivity without adding pressure.

Generative AI tools are also lifesavers when staring at a blank screen. In moments of stress or creative block, they can help get your brain in gear. When exploring unfamiliar topics, AI gives me a head start on what to research, often revealing angles I wouldn't have considered.

And it's not just in writing that I appreciate support. I'm also a fan of self-service, often preferring the self-service checkout lanes at the supermarket, even with a trolley full. The pressure to quickly pack your bags while the assistant whizzes everything through the checkout is just too much!

As an Applaud employee, I’m a shameless fan of the product suite we've integrated into our work culture. They allow me to find the information I need at my own pace and without feeling like I’m burdening other people.

Of course, self-service isn't for everyone; others prefer the opportunity to interact, and at times, human interaction is absolutely necessary. In such cases, having an option like Applaud’s case management in place ensures an inclusive experience for every employee.

How you can use AI to enhance the employee experience

When integrated thoughtfully into your organization, AI can make a measurable difference in how employees feel supported and connected. Let’s take a look at a few practical examples of how AI can improve the employee experience:

24/7 support with virtual HR Assistants

AI-powered HR digital assistants, like Applaud's AskHR, use a combination of generative AI and agentic AI to provide instant answers to often complex queries, without requiring employees to navigate complex, disparate systems.

Unlike traditional chatbots, they use large language models to chat to users in a way that feels human.

These assistants are especially valuable for distributed or hybrid teams needing consistent, reliable support anytime, from anywhere.

We are a team of remote workers in the UK, with a few of us up north, and everyone else down south, and our team in India take a more hybrid approach. Having these tools in place allows us all to receive consistent support even if hills and oceans divide us.

Virtual assistants can be integrated with popular channels like Slack and Teams, answering employee queries and meeting your employees wherever they prefer to work.

Self-service with AI-powered knowledge management

Generative AI can help HR teams create knowledge articles, policies, and FAQs more quickly and efficiently. Instead of starting from a blank canvas each time, teams can add a few points, and AI will draft a clear, structured article in seconds. 

It's a practical example of how AI can provide faster, clearer, and more consistent answers to employee concerns. When knowledge is searchable, employees are more likely to find what they need independently, leading to fewer support tickets. 

💡 Tip: Combining knowledge management (like Applaud’s Knowledge Management) with virtual HR assistants creates an absolute powerhouse of self-service support.

Streamline complex queries with smarter case management

Even if you have a world-class self-service solution, there are times when employees need a more empathy-led approach to more complex queries.

Having an AI-enhanced case management solution (like Applaud’s Case Management) can direct employees through an experience that feels human, personal, and trustworthy.

If an employee can’t find the support they need from digital assistants, they can quickly and easily raise a support ticket and interact with a member of the HR team.

These tools can:

• Auto-route cases to the right team member.
• Prioritise based on urgency or sentiment.
• Generate summaries and dashboards for HR agents.
• Offer trend insights for managers.
• Provide real-time updates for employees.

Journeys

By combining knowledge management with other AI-powered features like personalized content, intelligent search, tailored recommendations, and generative workflow actions, you can design and build journeys using tools such as Applaud’s Journeys that guide employees through important and memorable touchpoints that feel relevant and human.

HR Portal

Solutions like Applaud’s HR Portal can combine knowledge management, virtual assistants, journeys, and case Management, and layer them with next-gen search, smart widgets for things like pay and time off, and engagement features like badges, feedback, and nudges, to create a dynamic, one-stop home base for employee services - all working together to make a seamless, AI-enhanced employee experience that supports, engages, and empowers your people at every stage of their journey with you.

Best practices for building a positive employee AI journey

At Applaud, we approach experience design through the employee's eyes, ensuring every step is intuitive and meaningful.

Design thinking helps create people-first, technology-second solutions that remove friction and make workplace experiences smoother. Here's how:

#1. Start with the employee, not the tech

Think about the moments and pain points that matter in an employee's lifecycle. Co-design your AI journey and the tools with your employees, rather than trying to do it on their behalf. The outcome is nearly always different than what you expected (and better). The goal isn't just efficiency; it's relevance.

#2. Make it feel human

Find solutions that interact in a human-like way, using natural language, and natural interactions. Generative and agentic AI can help personalize and simplify communication, but it shouldn't sound robotic or overly formal. Tone and timing matter just as much as functionality.

#3. Don't rely on AI alone

AI is a powerful enabler, but there should always be a clear path to human support. Whether it's an AskHR assistant handing off to case management or surfacing contact options in search, ensure people don't get stuck. When using content creation tools, it's important to remember that AI can make mistakes, so even beautifully crafted content from AI will need human interaction to check it for accuracy and tone.

#4. Personalize where it counts 

Select tools that offer personalization where applicable, use intelligent search, tailored content, and recommended resources to show employees what matters to them. Done well, this builds trust in you and the tools you offer.

#5. Test with real people

Pilot your AI tools with actual employees, not just internal testers. If you’ve been co-designing with employees, testing will be just an extension of that. Their feedback will surface gaps, confusing moments, or opportunities to delight you might not see from the admin side.

#6. Measure and iterate 

Use sentiment analysis, usage data, and feedback loops to spot what's working and what isn't. A successful AI journey shouldn't be static. It should evolve and improve continuously.

The Future of AI in the Workplace

As mentioned earlier in this article, I was initially skeptical about AI. Like the popular myth, I worried it might replace my role entirely.

But the more I've used AI tools in my own work, the more I've come to see it differently.

Who doesn't want tools that make life easier?

Just as smartphones, automatic cars, and kitchen aids (to name a few) made our daily tasks easier without replacing us, I've come to see AI the same way: a tool that works with us rather than threatens us.

According to Forbes, AI isn't just improving the way we work; it's also creating entirely new roles. It's taking on repetitive queries, summarizing complex data, and handling administrative tasks, leaving us to focus on what we do best: creativity, strategic thinking, and empathy-driven problem-solving.

The future of an AI-driven workplace is a collaboration between humans and AI, working together, learning from each other, and creating a better experience for everyone involved.

See how Applaud can enhance your employee AI journey

Don’t let the word ‘automation’ trick you into thinking the experience becomes robotic and impersonal. The best automated onboarding process is precisely what frees up valuable time and headspace for those moments that build genuine human connection, like a personalized note from a manager or a quick video chat with a buddy.

Download our guide to see a breakdown of a people-first automated onboarding experience - from preboarding to the first three months - providing clear actions, notifications, and resources.

See how Applaud can enhance your employee AI journey

Give your most important customers the experience they deserve
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Let’s help HR do more for their people—starting with an exceptional employee experience.

About the Author

Michelle Donnelly is a technical writing manager with nearly twenty years of experience in design, communication, training, and enablement. She brings a unique blend of creativity and clarity to technical writing, product enablement, and customer education, ensuring that complex information is both accessible and engaging.