Lessons from Applaud’s AI rollout: An HR leader’s perspective

Lessons from Applaud’s AI rollout

Annabel Joseph, Director of People at Applaud  

2024 has been a transformative year for Applaud, particularly for me as Applaud’s Director of People. With the help of Applaud’s team of experts, we undertook a ground-breaking AI project, implementing our very own AI Assistant and AI-powered knowledge management.

In this blog, I’ll share invaluable tips for those considering their own AI HR initiatives. I’ll discuss the challenges we faced along the way, the strategies we employed to overcome them, and the outcomes achieved so far. Let’s get stuck in!

Chapters:

1. Why we decided to embrace AI in HR
2. Laying the foundation: Building an AI project team
3. Testing Applaud: From expectations to reality
4. Addressing data privacy concerns
5. Rolling out AI: Change management and employee engagement
6. The results: Streamlining HR and enhancing strategic focus
7. Key lessons for other HR leaders
8. Looking ahead: The future of AI at Applaud

1. Why we decided to embrace AI in HR

As one of the first technology companies to release an AI portal designed specifically for HR, the decision to use AI internally was a natural one—but it wasn’t without hesitation. We had the same fears common across the industry: data accuracy, job displacement, and uncertainty about how challenging the implementation process would be.

However, we recognized that if we wanted to truly understand the value of AI and join our customers as pioneers in the field, we needed to take the plunge.

Identifying critical HR challenges for AI to solve

From the get-go, we knew we needed to identify our core needs. Our goal wasn’t to implement AI for the sake of it but to address real challenges. After reviewing the most pressing issues we felt needed to be solved, we saw an opportunity to reduce the time our HR team spent on administrative tasks. This led us to Applaud’s AI Assistant and Knowledge Management product which would allow employees to access HR policies and information more efficiently.

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2. Laying the foundation: Building an AI project team

Before diving into the technical aspects, we knew that assembling the right team was essential. We brought together cross-functional experts from HR, IT, and AI development. This team spent the first few months of the project focusing on our unique requirements and ensuring we were solving the right problems.

I should add that our team had a significant advantage as we could leverage our colleague’s expertise and skill set, but it’s important to acknowledge that AI isn’t a plug-and-play solution. It requires thoughtful planning and a clear understanding of how it will fit into your organization. We needed to ensure that our AI system would reflect the nuances of our company policies, employee needs, and internal processes. To achieve this, we took the time to work through multiple iterations, testing and configuring the system.

"It’s important to acknowledge that AI isn’t a plug-and-play solution. It requires thoughtful planning and a clear understanding of how it will fit into your organization." Annabel Joseph, Director of people at Applaud

3. Testing Applaud: From expectations to reality

Rolling out AI is different from implementing other HR technologies. Unlike traditional HR systems, which are relatively static, AI grows and improves as it interacts with users. This meant our project had to be iterative—requiring constant reflection and adjustment.

We began testing the system with a small, diverse group of employees across different departments and locations. Our goal was to see how well the AI Assistant could handle a range of queries related to HR policies and employee benefits. While the initial tests were promising, we quickly realized that no AI system is perfect right out of the gate, and that was down to us. 

Garbage in, garbage out

During early testing, our employees in India received responses based on UK policies, which highlighted the need for further customization based on location. One extremely helpful thing was how quickly the AI Assistant could help us identify these gaps in our knowledge base. By analyzing the questions employees were asking, we saw which areas of our HR policies needed more clarity or detail. This is a valuable benefit of the testing process and should be top of your list when rolling out an AI Assistant for your organization. With these insights, we could refine our AI Assistant alongside our internal HR documentation to suit the needs of our employees.

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4. Addressing data privacy concerns

Of course, one of the biggest concerns in deploying AI, particularly in HR, is data privacy and we knew this would be a critical aspect of the project. After all, HR is the custodian of some of the most sensitive information in any organization. You might think that, as Applaud’s HR team, this wouldn’t be a worry. But, as an HR team implementing AI for the first time, I could completely relate to the concerns raised by my peers. It was essential to understand data privacy within the system, familiarize ourselves with the guardrails Applaud had in place, and establish clear steps to ensure that personal data remained secure.

Only after this learning process was complete could we confidently continue the implementation.

We developed strict internal policies for using AI tools, including Applaud. We ensured that no personally identifiable information (PII) was fed into the system, and we trained employees on how to use the AI Assistant safely. Rather than banning AI tools (outside of Applaud), as some companies have done, we also opted to guide our employees on how to use them responsibly. By taking this approach, we were able to strike a balance between innovation and security.

5. Rolling out AI: Change management and employee engagement

When we officially launched the AI Assistant, we knew that change management would play a huge role in its success. Our strategy was to take a phased approach to adoption. We didn’t expect everyone to immediately embrace the new system, so we focused on continuous communication and support to encourage usage.

One of the biggest lessons we learned was that adoption takes time. At first, we expected to see a spike in usage, but the increase was more gradual than anticipated. After analyzing the data, we realized that many employees simply didn’t have a pressing need to use the assistant right away. As we continued to promote its capabilities and share success stories from early adopters, we saw engagement steadily rise.

6. The results: Streamlining HR and enhancing strategic focus

The results of our internal AI rollout have been transformative. By automating routine tasks, our HR team has reduced their administrative workload by 50%. This has allowed them to focus more on strategic initiatives, like improving employee engagement and driving talent development. The AI Assistant has also streamlined our HR service delivery. Employees can now get answers to their HR queries, without needing to wait for a response from the HR team.

One of the most powerful outcomes has been our ability to gather real-time insights into employee sentiment. Rather than relying on traditional surveys or pulse checks, we can now analyze the types of questions employees are asking through the AI Assistant. This gives us a much more dynamic view of employee needs and concerns, enabling us to respond quickly and effectively.

7. Key lessons for other HR leaders

For other HR teams considering AI, our journey offers several key takeaways:

• Start small and test thoroughly: AI is powerful, but it’s not perfect. Begin with a limited scope and test extensively before a full rollout.
• Focus on data privacy: Ensure that any AI system you implement follows strict data privacy protocols. It’s essential to train employees on how to use AI tools responsibly.
• Adopt an iterative approach: AI systems evolve with use. Regularly analyze performance, gather feedback, and make necessary adjustments.
• Communicate and engage: Change management is crucial for AI adoption. Continuous communication and promoting early successes will encourage broader use.

8. Looking ahead: The future of AI at Applaud

As we look to the future, we’re excited about the possibilities AI offers. Our next step is to integrate AI further into the employee lifecycle, from onboarding to career development. We’re exploring how AI can support talent management by providing personalized coaching and career guidance to employees. We’re also considering how AI could assist with workforce planning, helping us stay agile in a rapidly changing business environment. Ultimately, we see AI not as a replacement for human expertise, but as a tool that enhances our ability to deliver better HR services. By automating repetitive tasks, AI frees up our HR team to focus on what matters most—building a thriving workplace where employees can succeed.

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Conclusion

Our journey with AI has been one of learning, adaptation, and transformation. While the path wasn’t always straightforward, the benefits have been clear. By embracing AI, we’ve not only improved our HR operations but also positioned ourselves to meet the future needs of our workforce. For HR leaders still on the fence about AI, our experience shows that with the right approach, AI can be a game-changer for your organization.

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About the Author

Annabel Joseph is the Director of People at Applaud. She is a member of the Senior Leadership Team and contributes to shaping the company's direction. Annabel's professional journey, marked by diverse sectors and international experience has led to her role in HR Technology, a true passion of hers given the relatable field. Annabel is CIPD level 7 qualified and holds a bachelor's law degree.