4 min read
What employees expect from HR—and how AI helps teams deliver
Employees know what they need to feel properly supported at work. HR leaders are turning to AI to make it happen.
최종 업데이트: April 15, 2025
Employees have a clear vision of what’s required to do their best work—and that’s quick access to personalized support wherever and whenever they might need it.
When faced with an urgent deadline, no one has time to wait until regular business hours for a response. Bottlenecks like these can stall productivity and place unnecessary burden on employees who often have to follow up to get their issue resolved. Instead of being put on hold, employees want to feel empowered with more options to self-serve and greater availability from HR staff if and when they need to escalate.
As HR leaders work to address these service gaps and build the workplaces of the future, they’re betting on AI being the key to a more responsive and supportive team. Thanks to our research with HR leaders and employees, we now have a clearer picture of their plans—and what’s topping their priority list.
Here are just a few: 96% of HR leaders say they’re looking to provide generative AI to their frontline HR staffers to improve the speed and quality of their responses. And 95% are currently or will be investing in AI agents to help answer and field questions—even when humans aren’t available.
From vision to reality
As we inch closer to making this vision of personalized, always-on, AI-powered employee service a reality, we’re already seeing the impact of what it can do. Just look at Hoag Health—their AI agent is able to answer employee questions around the clock. It’s performing so well that 73% of all incoming employees are answered without a human ever needing to get involved. And with time saved from quick resolutions, employees can get back to the work that matters most.
“Employees now have access to tools they never had before,” says Tiffanie Duong, Human Resources Manager at Hoag Health. “And we give back the gift of time, so we’ve been able to tackle larger projects and focus on more complex issues.”
3 ways AI will transform employee service for the better
We’re only scratching the surface of what’s possible with AI-powered employee service. As HR leaders increase their AI investments and keep their eyes on the future, here are three key ways they expect their HR operations to change:
1. AI support for 100% of employee interactions
Soon, 84% of HR leaders expect AI to be infused across every employee touchpoint. That ensures every interaction is informed by every interaction that came before.
Rather than separate forms or intake processes for different types of employee questions (think HR, IT, or something else entirely), all communication will be streamlined through one central AI point of contact. This provides both AI and human agents all the context they need, including issues the employee might have had before, to resolve their issue.
2. Faster support tailored to every employee
At the same time, HR leaders expect AI to scale their ability to deliver tailored, timely support when it matters most. Whether it’s troubleshooting a systems access issue or helping an employee navigate company leave policy, timing and accuracy are key. Already, 90% of HR leaders agree their existing AI copilots are helping human agents deliver faster, more personalized service.
Getting back to our company leave example, instead of serving up a generic list that captures the policies for different countries or in different types of scenarios, AI can actually tailor its response for the employee’s specific needs—say maternity leave policy in North America. And if the employee were to come back with any follow-up questions, the AI agent would remember their previous interaction, saving them the trouble of having to explain again.
3. Self-service at the forefront
No longer the option of last resort when humans aren’t available, HR leaders expect self-service to be the first place employees turn to for real-time, personalized support. This ensures no interruptions in productivity and helps workers focus on the important tasks at hand.
To make this transition, self-service must evolve from its current state to a more dynamic, bespoke experience. Picture this: you need help accessing a new platform and instead of a static article, you get a guided video tutorial or a real-time AI agent to walk you through each step of the process. Support would be available 24/7 with the option to escalate to a human agent if needs be.
Better support for employees—and the business
When employees don’t have to spend their time hunting around for answers or waiting for help, everyone benefits. AI is making it possible to deliver support that’s instant, intelligent, and deeply personalized—at scale. It’s not just an upgrade to the employee experience. It’s the foundation for a more agile, empowered, and future-ready workforce.
Let us help you get it right. Explore our AI-powered employee service solution.
