Amelia’s Technologies Can Transform Human Resources

By Evan Dashevsky, Senior Writer
November 16, 2018 • 4 minute read

For companies around the world, AI solutions are automating processes related to finance, IT Ops and customer experience, but some of the greatest potential lies in reimagining how Human Resources departments engage with employees and perform their everyday duties.

For more than 20 years, IPsoft has been building innovative Artificial Intelligence (AI) solutions for the world’s largest enterprises. Our intelligent solutions have impacted everything from internal IT service desks to external customer experiences to fraud detection. However, some of the greatest potential for AI lies in the transformation of Human Resources.

HR involves many highly routine tasks, which make them particularly ripe for AI-powered automation. When HR teams are freed from these high-volume but not necessarily high-value tasks, they can address complex or unique HR needs, or otherwise apply their uniquely human people skills to other projects and goals. Automation can help make these teams more productive, and also make their jobs more rewarding.

Not only can AI automate tasks within an HR department, it can break down silos and support relevant workflows that span multiple departments. For example, when it comes to onboarding a new employee, HR reps are essentially tasked with acting as an employee concierge for new hires to help them navigate various internal departments and unconnected digital systems (IT, Payroll, Facilities, etc.). AI allows complex processes to be automated into a single workflow.

Amelia AIOps (formerly 1Desk) is our AI-based autonomic backbone that unifies an enterprises’ existing systems into a single unified platform, including IT operations and shared services such as HR systems. Once an employee is entered into a HR system, AIOps can initiate automations to secure the employee a laptop with the IT department, a workspace with Facilities and Payroll information, and send the employee a welcome email with links to relevant corporate information. A similar set of cross-departmental automations can be designed for off-boarding, promotions, relocations or other employee transitions.

Workflows can be programmed into AIOps, but the platform also can suggest new automations through Machine Learning. It also offers unparalleled data-driven insights into processes to help managers make the department more efficient overall.

AI can also be used to empower employees to locate relevant HR information on their own and execute tasks with limited-to-no human intermediation. Our industry-leading digital colleague Amelia is the cognitive interface for AIOps, offering employees 24/7 omnichannel access to HR services. Instead of filing support tickets, navigating confusing websites or emailing HR staff, employees can engage directly with Amelia (via text or voice) through the power of conversation. Amelia’s Natural Language Interface allows any user, regardless of their technical proficiency, to find relevant HR information and execute tasks such as filing PTO requests. When Amelia automates the User Experience, employees benefit through easy and always-available access to information and services, while HR teams can concentrate on how to make employees’ working environments better.

In previous blogs and media posts, we’ve examined AI’s impact on HR from a variety of angles. Here’s a summary:

Personalizing Human Resources Through Artificial Intelligence

Jonathan Crane, IPsoft’s Chief Commercial Officer, in this post details a vision for AI-powered HR services. “HR professionals…are often stretched thin in their roles. Despite their best efforts, many HR specialists simply do not have time to provide personalized service to every employee,” Crane writes. “To change this situation and make improvements in HR departments, company executives might assume that they need to hire more staff and spend more on programs.

“However, I believe there is a more sustainable approach. It might sound counter-intuitive, but Artificial Intelligence (AI) can help, and open up new avenues for companies to relate to their employees.”

Click here to read more.

AIOps for HR: Faster Requests and Easier Access to Information

We’ve written at length about AIOps' end-to-end automation ability and how it can integrate with a company’s business systems, including finance, procurement and CRM tools. In this blog post, we focus on AIOps' ability to connect employees and HR tools.

Click here to read more.

Amelia Connects AIOps to Users Through the Power of Conversation

For employees, Amelia will be the cognitive UI to an autonomic framework in AIOps. She empowers users to independently execute tasks, resolve issues and answer questions across all departments. For example, an IT worker can inquire about how many vacation days they have without relying on intermediation from anyone on the HR team or even needing to directly access the HR system (e.g. Workday, ADP, etc.). In this post, we explore Amelia’s role in delivering HR services through AIOps.

Click here to read more.

Your Employees Will Thank You for AIOps

With AIOps, we’ve taken the latency out of basic IT and back office processes like HR, and allow employees to get everything they need immediately — and we suspect your employees will be grateful for the time AIOps will save them. Read this post to learn why.

Click here to read more.

DWS 2018 Video: Junichi Kudo, NTT Communications

NTT Head of Applications & Content Junichi Kudo in this video talks about how his company used Amelia to reinvent external communications, as well as internal HR communications (under the name “Randy-San”).

Click here to read more.

In the Media: AI is Reimagining the Hiring Process

Writing for RRHHDigtal, a publication for Spanish-language HR professionals, IPsoft’s Global Head of AIOps Dan Thomas writes about how AI can be used to reinvent the recruitment process. “Once the needs of the recruiter have been identified, the AI ​​system will perform an independent search in several candidate databases and on different job search web pages,” Thomas writes (translated). “Even the most advanced intelligent systems can take advantage of their Machine Learning capacity to anticipate possible recruitment needs without having received any previous information, since the system knows if the position requires a university education, some linguistic competences and even what is the average salary for that specific position.”

Click here to read more; Google Translate here

In the Media: Don’t Fear the Future: Embrace AI by Managing Employee Expectations

Parit Patel, Head of Solution Architecture at IPsoft, in a post on offers advice on how a company might gain an upside from AI while minimizing employee disruption. “AI solutions will help employees move up to more interesting roles. Businesses should start by helping their staff understand how they will benefit from the reduction of repetitive and unrewarding tasks with the introduction of cognitive and AI technology,” Patel writes. “Employees will be more motivated if they realize their importance and spend more time handling complex queries that require dealing with new exceptions and drawing deeply on emotional connections.”

Click here to read more.

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