IBM HR Transformation: AskHR conversational AI with multiagent orchestration

IBM transformed HR support by consolidating 25 chatbots into a single AskHR interface for employees and managers.

Using IBM's AI assistant builder and generative AI, AskHR expanded from baseline HR Q&A into transaction execution and multiagent orchestration.

The system became the digital front door for HR transactions, supporting always-on self-service and backend execution for requests such as employee transfers and employment verification letters.

1. 01HR responses were fragmented across 25 chatbots.
2. 02First-line managers needed a single entry point for support.
3. 03HR support needed automation for repeatable transactions.

1. 01IBM used its AI assistant builder to create chatbots for baseline HR questions and then consolidated them into a single AskHR interface.
2. 02The team added generative AI capabilities to expand AskHR's usefulness.
3. 03AskHR was extended with transaction execution and multiagent orchestration so it could coordinate autonomous agents and complete HR tasks in backend systems.

1. 01AskHR improved internal CSAT from -35 to +74.
2. 02It handled more than 16 million user messages in 2025.
3. 03It facilitated about 90,000 employee transfers per year.
4. 04AskHR became the single entry point for first-line managers and 85% of upline managers.

• Unified HR support into a single digital front door
• Enabled always-on HR self-service
• Automated HR transactions in backend systems