From Manual to Autonomous — HR Workflow Automation for a Global Enterprise
Project Overview
We deployed an Agentic Knowledge Worker to assist employees in automating everyday HR tasks—leave management, policy queries, and document requests. The agent integrated with internal systems like SAP SuccessFactors and Microsoft Teams, enabling self-service for 15,000+ employees across geographies.
Duration
3 months
Team Size
6 specialists
Industry
HR Tech
The Business Need: HR Teams Overwhelmed by Repetitive, Manual Requests
In today's fast-moving, people-first organizations, the HR function plays a critical role in shaping employee experience and engagement. However, a leading global enterprise with over 15,000 employees across multiple geographies found its HR department bogged down by a growing volume of routine, repetitive queries.
Despite having enterprise systems like SAP SuccessFactors in place, employees continued to depend on HR service desks and email chains for basic support—leading to:
Key Challenges
- HR teams spending 65% of their time on routine queries like leave approvals, policy clarifications, and document requests
- Average response times exceeding 24 hours for even basic questions
- HR team burnout due to high ticket volume (8,500+ tickets monthly)
- Frustrated employees, especially across time zones
- Limited bandwidth for HR to focus on strategic initiatives
- Inconsistent answers creating policy confusion across regions
The enterprise needed a scalable, intelligent solution to elevate the employee experience and shift HR from ticket processors to transformation enablers.
The Solution: An Agentic Knowledge Worker Embedded Across the Enterprise
Syncortex deployed an AI-powered Agentic Knowledge Worker, designed to serve as an autonomous, always-on HR assistant for every employee. This wasn't just a chatbot—it was a contextual, integrated digital co-worker trained specifically on HR workflows.
Key elements of the solution:
Natural Language Interface
Employees interacted with the assistant in plain English via Microsoft Teams, removing the need to navigate complex portals.
Deep System Integration
Connected to SAP SuccessFactors for real-time leave balances, payroll details, and policy documents. The agent pulled live data, triggered workflows, and provided tailored responses instantly.
Automation of Repetitive Tasks
The agent autonomously handled queries related to leave, policies, documents, and more—either resolving them completely or escalating only when human judgment was needed.
Multi-Language Support
Designed to handle conversations in 8 languages across the organization's global footprint, with localization for regional HR policies.
Continuous Learning
Using feedback loops and HR training data, the assistant improved its accuracy and coverage over time, adapting to local policies and global nuances.
Secure and Compliant
All interactions were compliant with enterprise-grade data protection policies, ensuring employee data remained secure.
The Outcome: Frictionless HR Self-Service at Scale
Within weeks of deployment, the Agentic Knowledge Worker was adopted widely across the organization. What was once a bottleneck became a seamless, intuitive, and efficient experience:
Key Results
80% of HR ticket volume eliminated
With the agent resolving most queries without any human intervention.
24/7 availability
Giving employees the ability to get instant answers across time zones, offices, and remote setups—no more waiting for HR office hours.
Rapid Adoption
Over 12,000 active users engaged with the assistant within the first quarter, with repeat usage and positive feedback from employees and HR leaders alike.
Reduced Onboarding and Training Burden
New hires found it easier to get help navigating HR policies without relying on managers or HR teams.
The Impact: Redefining HR as a Strategic Function
This transformation marked a fundamental shift in the way HR operated at the enterprise. No longer overwhelmed by routine requests, the HR team could now focus on:
Long-term Business Benefits
- HR productivity increased by 40% with focus shifting to strategic initiatives
- Employee satisfaction with HR services improved from 67% to 92%
- Onboarding time reduced by 30% as new employees could self-serve information
- Consistent policy enforcement across global locations
- Data-driven insights from agent interactions helped identify policy gaps and improvement areas
- HR operational costs reduced by 25% despite growing headcount
By implementing an Agentic Knowledge Worker, the company not only solved an immediate operational challenge but fundamentally transformed its HR function. The HR team evolved from administrative request handlers to strategic business partners, while employees gained a frictionless, always-available channel for HR support.
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