Transforming HR Solutions with AI Assistance

Delivering Tailored HR Services for Diverse Clients

A premier HRaaS (Human Resources as a Service) provider delivers comprehensive HR services, including managed HR, payroll, benefits, talent acquisition, and learning and development. Acting as a fractional HR department, this provider integrates with clients’ existing technologies to simplify complex HR tasks. With a focus on scalability and customization, they support over 200 clients, ensuring they can concentrate on their core operations while effectively managing HR challenges.

Navigating Diverse Client Needs

This HRaaS provider supports hundreds of clients, each with unique HR needs and processes. Managing this diversity presents significant challenges. The team must deliver customized solutions for every client, a time-consuming and complex task. Integrating with various HR systems, maintaining compliance with evolving labor laws, and delivering scalable yet cost-effective solutions strains resources, making it difficult to deliver the high-quality, personalized service each client demands.

Customizations Increased Operational Costs

Managing diverse client customization needs leads to inefficiencies and service gaps. The team struggled to meet the customization demands, resulting in delayed responses and less personalized support. Frustrated clients felt neglected, jeopardizing their satisfaction and retention. The constant need to adapt to different technologies like artificial intelligence and compliance requirements increases the risk of errors, further straining client relationships and potentially leading to costly compliance violations. The pressure to provide tailored solutions to each client without compromising quality or efficiency intensified. Therefore, the leadership initiated a project to understand how AI and automation could provide innovative approaches to streamlining operations and solutions delivery.

Krista AI Delivers Efficient Customizations

The HRaaS provider adopted Krista to orchestrate complex processes. The company provided its internal HR documents to Krista as a corpus of data for AI-generated answers to client questions. Now that Krista has consumed the content, she answers common HR questions from customers autonomously. When Krista can’t answer, she escalates to a human expert, orchestrating the entire process from initial inquiry and resolution to updating the machine learning model with new answers.

Initial deployment results were promising:

• Onboarding Improvements: Automated onboarding by leveraging AI to organize and categorize data from project management software and reduced high-stakes onboarding errors to zero within four weeks.
• Managerial Efficiency: Automated managerial oversight, allowing managers to handle 50% more employees, resulting in significant cost savings.
• Enhanced Customer Experience: Previously, clients experienced long hold times and poor email support. Krista reduced response times from an average of 8 minutes to under 30 seconds, significantly improving client satisfaction. Internal deployment was well-received, with employees and leadership expressing strong support.

The initial test launch with three customers proved successful, and the provider plans to quickly expand the AI assistant to all 200+ clients, ensuring consistent, efficient, and personalized HR support across their diverse client base.