What challenges did IBM face before AI implementation?

HR responses were fragmented across 25 chatbots. First-line managers needed a single entry point for support. HR support needed automation for repeatable transactions.

What was the impact of the AI solution?

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

Source

IBM HR Transformation: AskHR conversational AI with multiagent orchestration

Use case typeAI agentsUpdated Jun 26, 2026

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.

Organization: IBM
Industry: Other
Location: United States
Published: June 2026

Reported outcomes

+107%

internal CSATCustomer experience

74 scoreinternal CSAT16,000,000 messagesuser messages handled90,000 transfers/yearemployee transfers facilitated

Strategic outcomes

Employee experienceUnified HR support into a single digital front doorOther strategic outcomeEnabled always-on HR self-serviceCost efficiencyAutomated HR transactions in backend systems

Catalog median for customer experience deployments: +69% across 99 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1AI agents
2Workflow automation
3Employee productivity

HR responses were fragmented across 25 chatbots.
First-line managers needed a single entry point for support.
HR support needed automation for repeatable transactions.

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

Technologies

IBM watsonx.ai Generative AI Multiagent orchestration

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

Architecture

IBM built HR chatbots with its AI assistant builder, consolidated them into AskHR, added generative AI, and enabled multiagent orchestration so AskHR could coordinate autonomous agents and execute HR transactions in backend systems.

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: Jun 26, 2026Publisher: IBMEvidence: PrimaryConfidence: High

Primary source

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Customer evidence