Transforming Back-End Operations in HR
One of the UK's major enterprises has moved fast on AI to fix a familiar problem: repetitive HR helpdesk work that eats time and energy. The goal was simple-free HR teams from routine queries so they can focus on decisions and people.
With thousands of employees and multiple contract types, the volume of questions was constant. The team looked for a GenAI solution that could handle the load with accuracy, speed, and enterprise-grade security.
The HR Helpdesk Problem
Repetitive tasks drain human potential. Policy lookups, benefits clarifications, and "where do I find this?" requests stacked up daily. The cost wasn't just time-it was context-switching and delayed responses that impacted employee experience.
The company needed a reliable way to automate routine, reduce manual work, and keep answers consistent.
Why Oracle-and What Was Implemented
The customer selected a practical stack built to scale and secure sensitive data. An Oracle AION-powered Digital Assistant, trained on internal documentation, now provides instant, accurate support 24/7.
- Oracle Digital Assistant
- Oracle Cloud Infrastructure Generative AI
- Oracle Cloud Infrastructure Compute (VM Instances)
- Oracle Integration Cloud
- Oracle Autonomous Data Warehouse (23ai)
- Oracle Cloud Infrastructure Vault
The result: fewer tickets, faster answers, and a helpdesk that focuses on exceptions-not FAQs.
What Oracle AION Brings to HR
Oracle AION is an enterprise AI assistant framework that connects securely to internal knowledge and databases. Using Oracle Retrieval-Augmented Generation (RAG) and MCP components, it gives context-aware answers to most employee questions.
- Accurate responses based on your policies, docs, and data
- User access controls and data security baked in
- Admin console for monitoring, feedback, and continuous improvement
- Scalable setup that's production-ready for large HR teams
How the Deal Came Together
It started as a discussion about upgrading integrations from Gen 2 to Gen 3. That opened the door to GenAI. Oracle Consulting met directly with the Head of People Tools to map business priorities and show what the stack could deliver.
Delivery covered planning, build, deployment, and managed services-with a partner configuring OCI resources. Clear roles and responsibilities across all teams kept progress steady. One lesson stood out: a well-implemented RACI framework prevents friction.
Outcomes HR Can Expect
Less back-office stress. Faster, consistent answers to policy and benefits questions. A better employee experience without burning out your helpdesk.
The team now spends more time on complex cases, workforce insights, and projects that move the needle.
Practical Steps for HR Leaders Considering GenAI
- Identify top HR inquiry categories (benefits, leave, pay, policies) and gather real examples.
- Clean and standardize source docs-clarity in policy language improves AI accuracy.
- Define access rules early (who sees what) and involve InfoSec from day one.
- Stand up a RACI for the program across HR, IT, Security, and Legal.
- Start with high-volume use cases, measure response quality, and iterate quickly.
- Add feedback loops so employees can flag unclear answers for continuous tuning.
- Train HR on when to escalate from AI to a human for sensitive or unique cases.
Continuous Learning at Enterprise Scale
This engagement is one of the largest GenAI projects delivered by Oracle Consulting EMEA. It generated practical know-how on data preparation, component integration with LLMs, and ongoing optimization.
Those lessons now sit in a reusable toolkit-shortening time to value for the next HR rollout.
Learn More
If you want to explore the underlying tech, see Oracle's product pages for Oracle Digital Assistant and OCI Generative AI.
Upskilling your HR team on practical AI? Explore role-based options at Complete AI Training - Courses by Job.
Contacts
Sales: craig.southerland@oracle.com
Technical: deryk.egan@oracle.com
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