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, allowing them to focus on 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 led 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 satisfaction and retention. The constant need to adapt to different technologies like artificial intelligence and compliance requirements increased 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 explore how AI and automation could streamline operations and solution delivery.

Krista AI Delivers Efficient Customizations

The HRaaS provider adopted Krista to orchestrate complex processes and manage client customization demands more effectively. Krista consumed the provider’s internal HR documents as a corpus of data for AI-generated answers to client questions. Now, Krista autonomously responds to common HR inquiries, and when unable to answer, she escalates the query to a human expert. Krista orchestrates the entire process—from initial inquiry to resolution—while also updating the machine learning model with new answers, ensuring continuous improvement.

Initial Deployment Results

• Onboarding Improvements: By leveraging AI to organize and categorize data from project management software, Krista automated the onboarding process, reducing high-stakes errors to zero within four weeks.
• Managerial Efficiency: One of the most impactful outcomes was increased managerial efficiency. By automating administrative tasks, Krista allowed managers to handle 50% more employees without additional headcount. This kept costs flat and eliminated the need to hire more managers as the company scaled. Krista streamlined processes that previously took hours, such as employee oversight, task management, and reporting, cutting down time significantly and freeing managers to focus on more strategic initiatives. As a result, the company increased its scalability while maintaining its cost structure, boosting overall operational efficiency.
• Enhanced Customer Experience: Clients, who previously experienced long hold times and poor email support, benefited from Krista’s ability to reduce response times from an average of 8 minutes to under 30 seconds. This dramatic improvement in client satisfaction led to better retention and service ratings. Internal deployment was equally successful, with employees and leadership expressing strong support for Krista’s role in improving efficiency and service delivery.

Following the initial test launch with three customers, the HRaaS provider is rapidly expanding Krista’s deployment to all 200+ clients, ensuring consistent, efficient, and personalized HR support across its diverse client base.

ROI and Impact

Since adopting Krista, the HRaaS provider has seen significant operational improvements. By increasing managerial efficiency and reducing onboarding errors, the company has optimized its processes without the need for additional labor. Furthermore, with the ability to scale up its client base without increasing management staff, the provider expects to handle 50% more capacity without proportionally increasing costs. This not only improves their service delivery but also strengthens their competitive advantage in the HRaaS market.