AI and HR

For over 15 years, the Neocase solution has offered an HR knowledge base for employees, accessible via a self-service portal from a laptop, mobile phone or chatbot integrated into the Teams software. The cornerstone of the Neocase solution, this knowledge base, complemented by modules for digitizing HR processes and HR documentation, has rapidly established Neocase as an international leader in the digitization of HR services.

The tool enables employees to find answers to their day-to-day questions. It is centered on the employee – and, where applicable, the manager – and is based on his or her profile, enabling only relevant articles to be viewed according to organization, function, location and status. Until 2023, this knowledge base was based on a “full text” engine enriched with algorithms to improve the relevance of results.

It now faces several challenges:

  1. HR terminology, which employees don’t always use
  2. Spelling and typing errors, which can affect search results.
  3. The question, which doesn’t always reflect the need
  4. Polysemy: the same term can have two meanings.

An early adopter of OpenAI GPT technology on Azure from February 2023, Neocase has been able to enhance its knowledge base in 3 ways:

  1. AI can understand questions even with errors or incorrect terminology.
  2. Semantic-based vector searches improve results.
  3. Generative AIs can create answers from multiple HR articles.

After a phase of testing and research, and in co-innovation with its customers (UCB, Cerba Healthcare), an HR knowledge base based on an AI engine was launched in July 2024. It is now in production at Cerba Healthcare. An agentic selfservice chatbot will be delivered in November 2024, and an HR manager co-pilot will be offered in Q1 2025 to generate suggested answers to employee questions.

Initial tests show an improvement of more than 60% in the quality of answers and a reduction of more than 20% in queries thanks to answers found by employees themselves in the knowledge base. This reduction is in addition to the so-called Tier0 rate (rate of resolution of requests without formulating a request) observed by our customers with the Neocase solution, which can reach a score of 80% for some of them.

 

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