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As the integration of large language models like ChatGPT rapidly advances workplace automation, the HR domain will see a huge shift in the way they function. The once-traditional role of HR professionals may become obsolete and pave the way for newer and advanced HR roles.
Recently, Rezolve AI, a service desk and workplace automation firm, integrated ChatGPT to automate employee support. With this, the company is looking to automate more than half of Level 1 support.
Rezolve AI platform uses LLM-based models that are trained on huge datasets, thus making them more effective at handling complex queries in a “human-like conversation experience”. LLM models can also help maintain HR data which is often “sensitive and requires a high degree of accuracy and security”.
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LLM in an HR workspace is necessary irrespective of the size of the organisation. “While the volume of queries may be low in small organisations, the complexity of queries can be high which [in turn] makes LLM-based models a valuable tool,” said Saurabh Kumar, CEO of Rezolve AI, in an interaction with AIM.
Founded in 2016 and headquartered in San Ramon, California with offices in Chennai and Dehradun, India, Rezolve AI was co-founded by IIM-B alumni Saurabh Kumar, Udaya Bhaskar Reddy and Manish Sharma. The company works with AI-powered auto resolution skills to deliver advanced employee service experience. The company also raised Series A funding worth $11 million recently from SIG Venture Capital, alongside Exfinity Venture Partners, 9Unicorns, and Tri Valley Ventures. The company now aims to surpass $50 million in the next three years and plans to acquire nearly 1,500 clients globally. Its major markets are the US and Canada. The co-founders believe that there is a huge requirement from companies to automate their human resources support.
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Kumar said that the company’s mission is not to eliminate jobs but to provide a better service experience to employees and help companies optimise their resources. “Our AI-powered service desk is designed to handle repetitive and time-consuming tasks, such as password resets or software installations, freeing up human agents to focus on more complex issues that require empathy and critical thinking,” he explained.
Kumar further added that, “AI can offer proactive help instead of a reactive approach”.
With AI-powered service desks, the HR workflow will be different. By automating routine tasks, HR professionals can shift their focus towards strategic initiatives such as talent development and workforce planning.
Besides Rezolve AI, other platforms such as Zoho also concur with their stance on AI.
In conversation with AIM, Director of AI Research, Zoho Corporation, Ramprakash Ramamoorthy said that AI will not replace employees in an HR space but an employee equipped with the know-how of AI tools might replace another who is not. Ramamoorthy further explained that AI will improve the productivity of employees by allowing them to focus on problems that “require human intervention” and forgo redundant and mundane tasks. However, he also believes that with the fast-moving adoption and “commodification of AI”, it has become essential for HR personnel to stay abreast with AI tools and technologies because it will help them leverage tools that provide an edge in terms of workflow.
Ramamoorthy explained that “empathy” will always remain a key ingredient in every HR role and there are no LLMs that are either “empathetic” or “sentient” yet in order to be able to change the HR landscape and eliminate specific HR roles.
Intuitive AI Model
No matter how well-trained an AI model can be on a set of functions or queries, the intuitiveness of the chatbots becomes an integral part when employed in the HR sector. When ChatGPT cleared multiple professional exams, the common concern in the furore was that the chatbot struggled with questions of ambiguity. When the questions posed were from set theories and processes, the AI chatbot was able to solve them. However, the chatbot was unable to respond accurately to questions that involved reasoning and logical thinking.
Read: When ChatGPT Attempted UPSC
Similarly, in the HR workspace where employees route questions to the chatbots, there will be two segments of queries. For straightforward questions that come under the purview of ‘documented’ frequently asked questions (FAQs), the chatbot will be able to resolve them.
However, if the conversation with the chatbot transitions to a level where the posed questions are undocumented or the chatbot is unable to interpret the employee’s queries, the AI platform should be able to identify this and be intuitive enough to transfer the case to a human agent. Ramamoorthy believes that this level of intuitiveness for a bot may be a struggle and handing over the query to its human counterpart will define the quality and the user experience of chat-based platforms in the HR sector.
Zoho Corporation has already implemented various AI models on its platforms and is currently evaluating the privacy implications of LLMs for integrating chat-based platforms into their HR workflow. Currently, there are AI chatbots employed for query resolution related to organisational policies. They also have an AI-based document processing technology called ‘IDP’ which helps process and extract information from documents and other AI-based tools for various functions, such as grammar checks and information retrieval from images.
The scope for ChatGPT-like models in HR workflows is plenty and organisations are slowly adopting the nascent stage of chat models in their workflow. Multiple HR functions including recruiting, training and HR data management can also be facilitated with LLM models. This shift also presents a unique opportunity for these professionals to upskill and evolve with the changing times, paving the way for exciting and innovative new roles in the field of HR.
So, whether you’re a seasoned veteran or only beginning your professional career, it’s time to embrace the future of work and take the necessary steps to stay relevant in the face of this transformative technology.