IAG Incorporates AI to Transform HR Service Provision
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Brief Overview
- IAG is moving from ServiceNow’s chatbot to the Now Assist AI suite, boosting HR self-service deflection rates.
- Ongoing refinement of 730 HR knowledge base articles for AI enhancement is set to finish in September.
- Now Assist virtual agents achieve a 67% deflection rate in the first month, significantly up from the previous 30%.
Transforming HR Service Delivery with AI
IAG, a prominent insurer, is leveraging artificial intelligence to augment self-service options for employees’ HR inquiries. By implementing ServiceNow’s proprietary AI suite, Now Assist, the firm targets enhancements in how personnel access and utilize HR resources.
Shifting from Chatbots to Superior AI
In the past, IAG employed ServiceNow’s employee service center platform, which included a conversational chatbot. This system supported five main HR discussions, covering areas such as benefits and leave. Although a 30% deflection rate was achieved, IAG recognized the need for further improvement and decided to adopt the more sophisticated Now Assist AI suite.
Enhancing Knowledge Base for AI
A vital measure involved restructuring around 730 HR knowledge base articles for AI compatibility. The initiative, spearheaded by a dedicated team utilizing tools like Copilot, aims to ensure that the AI can effectively interpret and address inquiries, especially in differentiating between Australian and New Zealand regulations.
Realising Elevated Deflection Rates
Following the implementation of Now Assist, IAG recorded an average deflection rate of 67% in the initial month, which more than doubled the performance of the previous chatbot. This notable advancement represents a significant step towards the aim of achieving an 80% deflection rate.
Looking Ahead to AI-Enhanced HR
In the future, IAG intends to investigate more agentic AI workflows in HR, capitalizing on the achievements with Now Assist. This direction illustrates a continual dedication to utilizing technology for improved employee service delivery.
Recap
IAG’s shift to the Now Assist AI suite from ServiceNow’s chatbot signifies a strategic effort to elevate HR self-service capabilities. With initiatives focused on refining knowledge base materials for AI functionality, the insurer has already observed a notable increase in deflection rates, setting the stage for prospective AI-driven advancements in HR service delivery.
Reader questions
Frequently asked questions
Fast answers to the questions readers ask most about IAG Incorporates AI to Transform HR Service Provision.
What is the overarching objective of IAG's AI integration?
The primary goal is to enhance self-service functionalities for employees in search of HR-related information, ultimately boosting deflection rates and service efficiency.
In what ways does Now Assist differ from the earlier chatbot?
Now Assist represents a more sophisticated AI suite that provides a higher deflection rate by expanding the variety of self-service queries it manages compared to the prior conversational chatbot.
What challenges did IAG encounter while implementing AI?
A main obstacle was restructuring HR knowledge base articles for AI optimisation, ensuring precise AI replies, especially in differentiating content between Australia and New Zealand.
What future advancements does IAG expect with AI?
IAG plans to further investigate agentic AI workflows in HR, targeting ongoing enhancement in self-service delivery and employee engagement.
