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The potential of AI to change HR
Deploying AI as a catalyst for integrated HR solutions, supported by expert-driven services
Reshaping HR and payroll solutions to further improve the customer experience? Check. Maximising people's potential? Double check. Optimising internal processes and operations for peak efficiency? Triple check! It's safe to say that AI adoption comes in various shapes and forms at SD Worx. Here's how we made headway on AI in 2024.
But first… how we look at AI
At SD Worx, AI is at the forefront of our innovation, enabling us to build and integrate superior payroll and HR solutions. AI-powered functionalities enable new, seamless experiences for our customers, making their lives easier than ever before.
AI is also about enhancing expertise and allowing our specialists to focus on complex, high-value customer interactions, human to human. Unlike our competitors, where customers often speak to whoever is available, we ensure our customers to connect with a local HR expert who understands their specific market, regulations and challenges.
Introducing AI and automation in our service teams supports this proven approach by:
- automating routine tasks, freeing up time for expertise-driven human service towards our customers
- ensuring smooth access to the knowledge and resources our people or customers help to excel
- streamlining service delivery to make expert advice more accessible
At SD Worx, we believe AI has the potential to change the world of human resources!
1 Centre of Excellence, 5 key milestones
With our company-wide AI strategy, we aim to empower each corner of the business to drive AI adoption. But to avoid duplicating effort, our AI Centre of Excellence serves as a guiding light, offering cutting-edge technology guidelines whilst safeguarding consistency and compliance. What's more, the Executive Committee actively promotes AI literacy, fostering collaboration and encouraging AI integration into strategic roadmaps.
Throughout 2024, we leveraged this approach to make significant strides in enhancing both customer and employee experiences through AI-powered tools. Here are 5 key milestones:
In 2024, SD Worx enabled the first AI functionalities into several HR solutions.
One example is a personalised assistant that can query tailored knowledge and interact with underlying solutions, while another example is AI technology to manage the planning for our customers’ workforces.
SD Worx actively strives to automate all processes in the background as much as possible to have more time to help its customers with more complex questions
The central automation team was able to avoid more than 45,000 hours of work for our customers and employees by using a combination of AI-enabled robots with AI-enabled low-code applications. Automated solutions are checking documents for completeness and correctness, extracting information, performing up-and-download between systems, etc.
Net Promotor Score (NPS) surveys help us to gather valuable feedback from our customers. But analysing open-ended answers can be time consuming. That’s why we introduced an AI tool to identify key themes in such responses. Based on the resulting insights, our CX team can improve the customer experience across different SD Worx markets.
Multi-language collaboration is crucial for us to serve our international customers. To achieve this, we have developed a secure translation tool specifically for SD Worx. It ensures fast and efficient translations of complete documents while maintaining strict data privacy by not storing processed information.
To ensure compliance with the EU AI Act, we developed a centralised repository for tracking AI projects at SD Worx. This initiative helps to maintain regulatory alignment and governance over AI deployments. It also helps to share inspiration, AI progress within the company and to best practices with each other!
Looking ahead
Generative AI remains a key focus for SD Worx. In 2024, we built a strong framework for AI-driven chatbots to assist with payroll services and internal knowledge sharing. Going forward, we will further bring these solutions into production, enhancing both customer support and employee efficiency.
In short:
AI has the potential to reshape HR and payroll services. By coupling technological innovation with robust governance and proactive regulatory alignment, SD Worx is laying a sustainable and ethical foundation for this transformative role.
Group IT Director at SD Worx
