Introduction

While the use of Agentic AI across enterprises and especially within HCLTech is rising exponentially across a plethora of use cases, we will focus specifically on how it can be leveraged for internal workloads.

A significant focus of Agentic AI implementation has been on enhancing the experiences and efficiency of internal employees and stakeholders. With the ability to manage and automate various administrative and operational tasks, Agentic AI enables employees to concentrate on more strategic and creative aspects of their roles, fostering innovation and job satisfaction.

Aditionally, this technology can personalize employee support services by analyzing individual needs and preferences, ensuring that each member of the workforce receives tailored assistance.

As a result, global organizations can build a more agile, responsive and motivated workforce capable of driving the company forward amidst the ever-evolving challenges of the global market.

Top use cases for employees and internal stakeholders

Customers, patrons, partners and employees want proactive self-service capabilities integrated efficiently across enterprise applications. For employees and internal teams like HR and Marketing, these capabilities can enhance productivity by reducing time spent on repetitive tasks and allowing quick access to necessary tools and information. Below, we look at some of the key use cases of Agentic AI:

• A conversational solution with agentic AI capabilities that can address employees’ and internal users’ queries on organizational information, policies and updates – reducing service desk tickets to the extent possible, except for complex workloads that only live agents can address
• Context-aware and personalized responses that can provide tailored answers to employees based on role, designation and business unit
• Integration across the various sources of information leveraged by enterprises, ranging from HR data in HRMS systems, SAP, CRM, web pages and intranets to Microsoft collaboration apps like Teams, Viva, etc. to automate routine tasks
• Integration capabilities would also ensure seamless handover to human agents for requests that would need human intervention and would be tightly knit with the organization’s service desk in use
• Robotic Process Automation (RPA) and cloud automation capabilities initiated by the AI agent to execute standard tasks and workflow-driven tasks, e.g., creating meetings, applying for leaves and calculating various prerequisites for employees
• Provide analytics and actionable insights to the leadership to identify specific areas around enterprise functions that see a lot of traction, for example, HR policies, payroll queries and benefits can be addressed more effectively
• Trends, top drivers of queries and sentiment analysis of responses are the other aspects that can be addressed as part of this

Beyond this, an Agentic AI-based solution can also help business functions in an enterprise with service request automation. HR teams can leverage Agentic AI solutions to significantly reduce the onboarding and recruitment process time, increase the speed of candidate evaluations with automated tools, cut costs by minimizing manual intervention and boost overall efficiency with real-time AI-driven insights and personalized support.

The use case for recruitment and onboarding involves leveraging AI and automation to streamline various stages of the hiring process.

• Automated recruitment lifecycle: AI tools are used to enhance job descriptions, screen and match profiles, schedule interviews and generate offer letters. This includes using AI for market intelligence, skill evaluation and interview analysis.
• Interview process integration: The integration of AI with platforms like Microsoft Teams helps automate interview scheduling, recording and feedback collection. AI-generated questions and post-interview analysis provide comprehensive candidate evaluations.
• Onboarding formalities: AI and automation handle onboarding tasks such as background verification, document uploads and creation of employee codes and email IDs. This reduces manual intervention and improves efficiency.
• Candidate engagement: AI chatbots interact with candidates, answer queries and guide them through the recruitment process, enhancing the overall candidate experience.

Similarly, external-facing business functions within an enterprise, e.g., sales and marketing, can benefit greatly from Agentic AI solutions.

Offering personalized automation and recognizing the technology's limitations and rapid evolution will be essential to maximizing its potential and ensuring its seamless integration into our day-to-day transactions.

Organizations that successfully implement these solutions don't just become more efficient; they become more innovative, responsive and attractive to top talent.