How to Use AI Agents in Human Resources and Beyond

Remember when cell phones were the size of bricks and the most you could do on them was play Snake and call people? Well, today, our handheld devices can do everything from ordering food to booking plane tickets, and their technological capabilities continue to grow.

We can now access an AI like ChatGPT or Gemini and ask them all kinds of questions about the world. They can even offer specific solutions to problems, do coding, create images from text, and even impersonate your favorite AI expert when writing copy. It’s like having a personal assistant in your pocket, and this is exactly what AI agents are for business and people. Artificial intelligence, and AI agents in particular, are making everyone’s work easier, faster, and more efficient.

AI agents are revolutionizing how businesses interact with customers and employees, offering 24/7 availability, personalized experiences, and scalability. The case studies presented in this article demonstrate the diverse applications and tangible benefits of AI agents across various industries, including HR.

The Rise of AI Agents

It comes as no surprise that businesses are increasingly turning to AI agents to address challenges related to customer service, operational efficiency, and employee support. AI agents are intelligent software programs that can understand natural language, perform tasks, and engage in conversations, simulating human interaction.

AI agents have developed significantly over time. They began as simple chatbots, providing basic, scripted responses. They then evolved into conversational AI, demonstrating an increased capacity for dialogue and more natural language processing. Now, the field is advancing towards agentic AI, where these systems are designed not only to converse but also to make decisions and autonomously execute tasks.

It might sound counterintuitive, but AI agents are actually creating more space for human connection. They’re taking up the repetitive, boring, and redundant tasks and this allows people to focus on creativity, nurturing client relationships, and reaching business objectives.

Compared to traditional methods, AI agents offer numerous advantages, including:

• 24/7 availability
• Personalized service
• Reduced wait times
• Improved scalability
• Enhanced customer experience
• Data-driven decision making
• Cost reduction and more

Case Studies: Real-World Applications

When it comes to AI in HR, nothing beats seeing it in action. Theory is great, but real transformation happens in the trenches - where digital agents tackle time-consuming processes, free up HR teams, and deliver measurable results. Below, we’ll walk through six real-world case studies powered by DRUID’s agentic AI platform. From recruitment and onboarding to internal support and compliance, these examples show how intelligent agents are not just streamlining workflows—they’re reshaping the HR landscape.

Case Study 1: Alpha Bank - Automating Personal Information Collection

A leading commercial bank in Central and Eastern Europe, Alpha Bank deployed an AI agent to streamline the process of updating customer information. The AI agent, named Dana, enabled customers to securely update their data through a conversational interface, eliminating the need to visit a branch. This resulted in increased customer satisfaction, improved operational efficiency, and enhanced data quality.

The Juicy Details:

• Compliance
  Dana helped Alpha Bank comply with EU regulations and anti-money laundering (AML) policies.

• Efficiency
  Customers can update their information on their mobile devices, saving time and effort.

• Resource Optimization
  The AI agent freed up bank staff for more strategic tasks.

• Improved Data Quality
  Dana ensured accurate and up-to-date customer information.

Case Study 2: Healthcare - Enhancing Customer Support Responsiveness in Healthcare

A major provider of cloud-based EHR software for home-based and long-term care, implemented an AI agent to improve customer support efficiency. The AI agent provided prompt and accurate answers to customer inquiries, reducing response times and freeing up human agents for more complex issues. This led to increased customer satisfaction, improved operational efficiency, and a more consistent support experience.

The Juicy Details:

• 24/7 Availability
  The AI agent provided continuous support, which is crucial in the healthcare sector.

• Complex Workflow Management
  The agent could escalate issues and track resolutions.

• Comprehensive Knowledge Base
  The agent had access to a vast database of articles and documentation.

• Personalized Support
  The agent used algorithms to learn from interactions and provide tailored assistance.

Case Study 3: Manufacturing - Enhancing Customer Engagement and Operational Efficiency

A leading global wholesaler partnered with DRUID to develop an AI agent for FAQ support on their website. The AI agent provides customers with 24/7 access to information, streamlined customer interactions, and reduced the load on the call center. This resulted in enhanced user experience, increased operational efficiency, and improved customer satisfaction.

The Juicy Details:

• Digital Transformation
  The AI agent supported the company's digitalization strategy.

• Customer-Centric Approach
  The agent prioritized customer satisfaction and efficient interactions.

• Backend Integration
  The agent was integrated with the company's existing systems.

• Future Plans
  The company plans to expand the use of AI agents for other processes.

Case Study 4: Customer Support- Transforming Digital Customer Experience

A leader in the European prepaid corporate services market, implemented an AI agent to automate customer support and improve the digital user experience. The AI agent, named Felicia, provided instant answers to customer inquiries, automated routine tasks, and freed up customer service consultants for more complex issues. This led to increased customer engagement, reduced time-to-serve, and improved operational efficiency.

The Juicy Details:

• Competitive Advantage
  The AI agent helped the company differentiate itself in a competitive market.

• Omnichannel Communication
  Felicia was available on multiple channels, including their app and websites.

• Customer Satisfaction
  The agent improved customer experience by providing instant support and self-service options.

You can read more about the case study here.

Case Study 5: Georgia Southern University - Revolutionizing Campus Communications

Georgia Southern University launched an agentic AI tool powered by DRUID to enhance campus communications and operations. The AI agent, named GUS, provided students and staff with 24/7 access to information, automated administrative tasks, and improved service accessibility. This resulted in increased student engagement, streamlined administrative processes, and a more connected campus environment.

The Juicy Details:

• Meeting Student Expectations
  GUS helped the university meet the demands of digital native students.

• Advanced Features
  The agent offered campaign management, survey administration, and HR functionalities.

• Personalized Responses
  GUS understood natural language and provided tailored guidance.

• Future Expansion
  The university plans to expand GUS's capabilities for proactive support.

Case Study 6: Liberty Global - Enhancing Employee Experience and Streamlining Internal Processes

Liberty Global, a multinational telecommunications company, chose DRUID to create a virtual assistant to enhance employee experience and streamline internal processes. The AI agent, known as LISA, provides support for various HR, IT, and administrative tasks, automating processes and improving employee satisfaction.

The Juicy Details:

• Employee Self-Service
  LISA enables employees to access information, complete tasks, and resolve issues independently, reducing reliance on support staff.

• Process Automation
  The AI agent automates various HR and IT processes, such as onboarding, training, and password resets, improving efficiency and freeing up HR and IT teams for more strategic work.

• Multilingual Support
  LISA supports multiple languages, catering to Liberty Global's diverse workforce across Europe.

• Improved Employee Engagement
  The AI agent provides a user-friendly and accessible platform for employees to interact with internal services, leading to increased engagement and satisfaction.

Have a peek at the full case study here.

Critical Key Capabilities and Features You Need in an AI Agent

It’s clear by now that AI agents are redefining what’s possible in HR—taking on the repetitive, always-on work so your people can focus on what they do best: building a thriving workplace. Here’s how they make a real difference:

Better Employee Experience and Satisfaction

AI agents provide instant, 24/7 support for common HR questions—think “How many vacation days do I have left?” or “What’s the policy on remote work?” This always-available assistance means faster answers, less frustration, and happier employees.

Streamlined HR Operations and Lower Costs

From automating leave requests and benefits enrollment to managing payroll queries and onboarding checklists, AI agents handle high-volume tasks that used to require manual effort. That means fewer emails, reduced ticket backlogs, and real cost savings for your HR team.

Boosted HR Team Productivity and Focus

AI agents take care of the repetitive “ask-and-answer” grind so your HR pros can focus on strategic work—like developing talent, improving DEI programs, or leading culture initiatives. Less admin, more impact.

Always-On HR Support, No Extra Headcount

Whether it's a new hire trying to set up direct deposit at 11 PM or a manager checking performance review timelines on a weekend, AI agents are always available—no need to scale up your team to handle off-hours requests.

Personalized Employee Interactions & Smart Insights

AI agents can tailor interactions based on employee profiles, job roles, and history. For example, they can guide a new employee through their onboarding process step-by-step or recommend upcoming training courses based on their role and goals. Bonus: All these interactions generate valuable insights HR can use to improve programs and policies.

The 24/7 Digital Teammates of the Future

Imagine intelligent digital teammates transforming the way HR teams work. That’s the power of agentic AI. Platforms like DRUID make it easy to build and deploy AI agents tailored for HR, along with the knowledgebases and smart apps they need to automate processes, enhance employee experiences, and drive operational efficiency.

Say goodbye to clunky systems and repetitive admin work. AI agents are reframing how HR teams engage with employees, from automating onboarding and answering policy questions to streamlining recruitment and managing internal requests. It’s not just an upgrade, it’s a game-changer for the people function.

Download our Human Resources whitepaper: "The New Normal in HR Is Agentic".

Click here to access our "AI at Work: Empower Employees and Unlock Efficiency with AI Agents" webinar replay. You'll learn more about AI automation and the best use cases for AI agents in HR.

FAQs 

How are AI agents different from traditional HR software or chatbots?

Unlike static HR portals or basic bots, AI agents are autonomous problem-solvers. They don’t just respond, they understand, act, and evolve. Think of them as digital teammates who never sleep, constantly learn, and make life easier for HR and employees alike.

Can AI agents really handle complex HR tasks like onboarding or policy compliance?

Absolutely. Today’s AI agents can walk new hires through onboarding, answer compliance questions, automate document handling, and even send reminders for training, all without HR lifting a finger. They’re not replacing people, they’re removing the grunt work.

What kind of ROI can I expect from using AI agents in HR?

Whether it's cutting response times in half, slashing ticket volumes, or boosting employee satisfaction, AI agents deliver serious value. And because they scale effortlessly, your ROI keeps growing with your business.