IBM reimagined its HR support by evolving AskHR into an intelligent, conversational agent. The system automates over 80 HR tasks and processes millions of employee interactions yearly. It now handles ~94% of routine queries, while human experts handle complex issues. AskHR integrates deeply with systems like Workday, SAP, and Concur. It also uses agentic AI to decide when to escalate or act autonomously. The result: a 40% reduction in HR operational costs over four years, a 75% drop in support tickets since 2016, and productivity gains of up to 75% in certain HR areas. The adoption among managers is nearly universal.
In academic partnership with Virscend University, a WASC-accredited institution in Irvine, California.