In this article, we're going to discuss:
- Why AI in HR Matters Now More Than Ever
- Three Ways AI is Reshaping HR Software and Employee Management
- What Do Top HR Teams Do Differently?
- Recommendations: How to Start with AI in HR
- Must-Have Features in Modern HR Software
- Busting Myths: The Truth about AI in HR Software
- AI in Employee Onboarding Software: A Game Changer
- The Future of Employee Management in HR
- Ready to Take the Next Step?
If you’re an HR leader or people manager, you’ve probably wrestled with:
- Overwhelming volumes of repetitive employee queries, especially during onboarding or policy changes
- Frustration with clunky, disconnected HR software that slows everything down
- The challenge of delivering a truly personal employee experience in HR, not just ticking boxes
The good news? A new generation of AI in HR and intelligent employee management software is already changing the game. In this article, you’ll discover fresh insights, real-world numbers, and actionable tips to help you stay ahead.
Want the Full Picture?
If you’d like to dig deeper into these trends and see all the statistics, strategies, and examples in one place, download the complete HR guide here.
Why AI in HR Matters Now More Than Ever
But why the urgency? Here’s what’s keeping HR leaders awake at night:
- Employee expectations for HR support and digital experiences are rising rapidly, with many now demanding the same seamless experiences they receive as consumers (Deloitte Global Human Capital Trends 2024).
- 52% of HR leaders say their current HR technology does not meet employee expectations for personalised or proactive support (SHRM HR Executives’ Perspective on the Role of HR Tech in 2023).
On top of this, Zendesk reports that 89% of HR leaders believe AI will fundamentally transform HR operations by 2028.
It’s clear: AI in HR software is no longer “a nice-to-have.” It is essential for employee management and business resilience.
Download the Full Guide for More Insights
This article covers the highlights, but the full guide provides comprehensive data, survey results, and actionable recommendations.
Three Ways AI is Reshaping HR Software and Employee Management
Zendesk: Three ways AI will reshape HR by 2028
1. 24/7 Employee Support
Today’s employees want the same fast and simple support at work that they get as consumers. HR teams, however, are often spread thin, especially as companies grow or reorganise. This is where AI steps in and changes the game.
- AI Agents provide instant, around-the-clock answers to common HR questions via chatbots and digital knowledge bases, handling repetitive queries and freeing HR teams for more strategic tasks.
- Agent Copilot works alongside HR professionals, suggesting responses and surfacing relevant knowledge articles to improve efficiency.
- QA helps HR leaders monitor and maintain service quality, ensuring both human and AI-powered support meets high standards.
This approach leads to measurable results. For example, Dutch Bros Coffee saw HR query resolution drop from 23 hours to just 1.3 minutes after implementing Zendesk. Explore how Dutch Bros achieved this result.
DPG Media transformed their entire HR support experience by implementing Zendesk. Employees can now find answers in seconds, reducing HR tickets and freeing up staff time.
2. Hyper-Personalised Support that Builds Trust
Generic responses are a thing of the past. Employees want support that fits their role, life stage and location.|
AI in HR software enables this personalisation effortlessly. Copilot can analyse an employee’s history, context, and preferences to suggest tailored responses, while AI Agents can proactively surface the most relevant information for each individual. QA ensures that such personalised interactions maintain both accuracy and a human touch.
- 91% of HR leaders believe top companies will use AI to personalise employee service completely.
- 62% of employees want HR to offer more support tailored to their individual circumstances.
- Personalised HR journeys can boost engagement by up to 20%, according to McKinsey (McKinsey: The new possible: How HR can help build the organisation of the future, 2023).
For example, onboarding can now be tailored to the new hire’s role and location, with targeted resources and relevant reminders. Policy questions receive context-aware answers, building trust and improving the employee experience in HR.
3. Proactive, Anticipatory Employee Management
Traditionally, HR has been reactive, responding to problems after they arise. But AI is shifting HR towards a proactive, even predictive, approach.
Here’s how:
- 92% of HR leaders believe employee service will shift from reactive problem-solving to proactive anticipation of employee needs.
- 65% of employees believe they’ll have access to guided experiences to help them complete tasks by 2028.
- Companies adopting AI for proactive employee management have seen a significant reduction in employee churn.
AI analytics can spot early signs of disengagement or burnout, triggering timely HR interventions. Automated workflows ensure that employee onboarding, offboarding and compliance steps are never missed. The result? Happier teams and a more resilient organisation.
What Do Top HR Teams Do Differently?
The most successful HR teams don’t just chase trends; they set them. Rather than being overwhelmed by new technologies, these leaders are curious, adaptable, and people-focused. They understand that AI in HR is not about replacing the human touch, but about freeing up time to deliver it more meaningfully.
These top HR teams:
- Treat AI as a partner, not a competitor. They use automation to handle repetitive queries, so HR professionals can focus on complex issues and building relationships.
- Select employee management software that simplifies processes for everyone, not just the HR department. Solutions like Zendesk Employee Service Suite are designed with usability and integration in mind, making it easier for both HR teams and employees to get what they need, when they need it. Usability and integration are at the heart of their tech strategy.
- Prioritise upskilling and ongoing learning, ensuring their teams can get the most out of the best HR software available (Gartner, 2024).
- Put metrics front and centre: 91% of HR leaders see clear ROI in better employee service.
The secret sauce is continuous improvement. These HR leaders listen to feedback, experiment with new AI tools, and always keep the employee experience in their sights. This approach not only boosts engagement and retention but also transforms HR into a strategic powerhouse.
Don’t Miss Out on Deeper Strategies
You’ll find more lessons from industry leaders in the full downloadable AI guide for HR.
Recommendations: How to Start with AI in HR
Getting started with AI in HR doesn’t require a massive overhaul or a huge budget. The smartest organisations begin by identifying the areas where automation and intelligence can make the biggest difference, often starting small and scaling up as confidence grows.
Here’s a roadmap that works:
- Map your pain points. Look for bottlenecks. Is your HR team overwhelmed by repetitive requests or slow manual processes?
- Choose HR software with built-in AI. Platforms like Zendesk Employee Service Suite, equipped with AI Agents and Copilot, are designed for easy automation, personalisation, and analytics.
- Pilot and scale. Test your new solution with a single HR process, such as onboarding or FAQs. Gather feedback from users, then expand to other processes.
- Measure and iterate. Keep track of key metrics like response times, employee satisfaction, and time saved. Use these insights to refine your approach, with QA ensuring quality as you scale.
- Upskill your team. Adopt a learning mindset. 84% of HR leaders say failing to integrate new tech risks losing talent and satisfaction.
Remember, the journey to AI-powered HR is a marathon, not a sprint. Start with what matters most to your people, celebrate small wins, and keep evolving.
Must-Have Features in Modern HR Software
Choosing the best HR software means looking beyond feature checklists and considering what will truly empower your people and processes. Modern HR platforms like Zendesk Employee Service Suite are about more than digital forms. They’re about delivering an employee experience that’s fast, simple, and personal.
Look for HR tools that offer:
- Smart self-service and conversational AI, letting employees resolve issues on their own terms.
- Personalised employee portals and dashboards that adapt to individual needs.
- Real-time analytics and reporting for data-driven decision making.
- Seamless employee onboarding and offboarding workflows, ensuring no one slips through the cracks.
- Secure, compliant data management, so sensitive information stays protected.
- Integration with your wider employee management ecosystem, connecting HR with IT, finance, and more.
The right employee management software should grow with your organisation and your people, making life easier for everyone, not just HR.
Busting Myths: The Truth about AI in HR Software
Let’s clear up some common misconceptions:
Myth 1: AI in HR will replace HR professionals
Reality: Most HR leaders see AI as an opportunity to enhance HR roles rather than a threat to jobs.
Zendesk: Three ways AI will reshape HR by 2028
Myth 2: AI makes HR less personal
Reality: 62% of employees want more personalisation, and 91% of HR leaders believe AI will enable it.
Myth 3: Only big companies can afford AI in HR
Reality: According to Gartner, cloud HCM suites allow organisations of all sizes to implement and scale HR technology solutions globally (Gartner: Market Guide for Cloud HCM Suites, 2023).
AI in Employee Onboarding Software: A Game Changer
First impressions count more than ever in today’s competitive talent market. A memorable employee onboarding experience not only helps new hires feel welcome but also sets the tone for their entire journey with your company. In the past, onboarding was often a paperwork-heavy process, bogged down by manual steps and inconsistent communication.
AI-powered employee onboarding software is rewriting this story:
- Routine admin is automated, freeing up HR and managers to focus on human connections.
- Learning and support are tailored from day one, with personalised workflows and targeted resources for each new hire.
- Managers receive timely prompts to check in, reducing the risk of new employees feeling lost or overlooked.
- Smart analytics can flag when someone needs extra help, ensuring no one gets left behind.
Dutch Bros Coffee’s experience is a great example. By implementing Zendesk, they cut HR query resolution time from 23 hours to 1.3 minutes, proof that digital transformation can have an immediate, tangible impact on staff engagement and productivity.
Facilicom used Zendesk to streamline onboarding across multiple business lines, ensuring every new employee had access to relevant, timely support and resources.
A streamlined, supportive onboarding experience isn’t just a “nice to have.” It’s a critical part of employee management that can boost retention and satisfaction from the very start.
The Future of Employee Management in HR
So, what does the future hold for employee management in HR? If current trends are any indication, the next wave of innovation will make HR more proactive, seamless, and human-centred than ever.
Leaders are already anticipating big changes.
Zendesk: Three ways AI will reshape HR by 2028
We can expect guided, AI-powered employee experiences to become the new normal in HR, with data-driven insights informing every decision, from recruitment to learning and wellbeing. Employees will benefit from support that’s not just reactive, but predictive. HR will anticipate needs, spot potential issues before they escalate, and deliver the right resources at the right time.
For HR teams, this shift means moving from “problem solvers” to “experience designers.” It’s an exciting time to be in the field. And those who embrace AI and modern HR software, like in Zendesk Employee Service Suite, will be the ones shaping the future.
📥 Future-Proof Your HR Team
Curious about the next big HR trends and how to prepare?
Download the full guide for future-focused strategies.
Ready to Take the Next Step?
The world of AI in HR is fast-paced, exciting, and yes, a little daunting at times. But you don’t have to go it alone.
Premium Plus, a Zendesk EMEA Partner of the Year, can help you set up and optimise Zendesk for HR — whether you’re just starting out or ready for a full transformation. We’re always happy to chat, share what we’ve learned, and help you unlock the potential of AI in HR.
How is your HR team using AI, or what’s holding you back from getting started?
Let’s shape the future of employee management together.
