How AI optimizes HR processes

We recently organized an inspiring webinar in which HR expert Véronique Reijinga and Power Platform consultant Jesse van der Zwet showed how an AI agent improved HR processes within Wortell. In this blog, we share the key insights from this session and show how this technology can help your organization work more efficiently.

The challenge: an overflowing HR inbox

Wortell's HR team works with a shared inbox in which employees can ask their questions. This led to a constant stream of recurring questions, the answers to which were often already in the knowledge base. Answering these manually took a lot of time and was at the expense of strategic HR work. Véronique says: "If I'm honest, answering repetitive questions is not our favorite work. We would like to work on things that really add value."

The solution: an AI agent within the intranet

To address this issue, the product development team worked with Jesse to develop an AI agent and integrate it with the existing knowledge base. This gives employees direct access to organization-related information without the intervention of an HR employee. This keeps the inbox clutter-free and allows the HR team to focus on more complex issues.

Jesse explains how the AI agent works: "We chose Microsoft Copilot Studio, which uses generative AI to get answers directly from the knowledge base. The bot understands context, can ask further questions and works entirely on the basis of the rights within Microsoft 365. This means that employees only get access to information that is relevant to them."

The first results: more time and satisfied employees

Since the implementation of the AI agent, HR has immediately noticed the benefits. The number of repetitive questions in the inbox has been reduced and employees indicate that they receive answers to their questions faster.

In addition, the AI agent also offers an accessible way to look up information. Employees don't have to send an email to HR or wait for a response. This gives them the freedom to ask questions without feeling burdened or having the idea that their question is being registered or assessed. Especially with sensitive topics, such as leave arrangements or terms of employment, employees experience more privacy because they do not have to approach a person directly. This lowers the threshold for requesting information and ensures that employees feel free to look for the right answers without prejudice, without fear that this can be used against them.

The future of AI within your Intranet

The AI agent is just the beginning. New functionalities are already being worked on, such as the direct execution of actions. In the future, the bot will not only be able to answer questions about leave, but also book leave days directly in the HR system. In addition, integrations with quality management systems and other internal tools are being looked at, so that AI takes on an increasingly central role within the intranet.

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