Cropland

High Complexity, Numerous Inquiries

Complex systems lead to numerous questions, for which employees expect precise answers. This prevents HR teams from using their expertise where it truly matters.

According to the Global Payroll Complexity Index, which ranks countries worldwide by the complexity of their payroll systems, Belgium ranks third. The increasing demand for hybrid work arrangements adds to this complexity. As a result, expectations for HR staff are high, and they frequently face repetitive questions that prevent them from focusing their expertise where it truly matters, says Frank De Weser, CEO of Syntegro.

“Complexity generates inquiries for HR professionals. Employees often find the answers to these questions within the policies and procedures set by their employer. Yet, they prefer reaching out directly to their HR colleagues, diverting the HR team's focus from adding real value and achieving job satisfaction."

To address this, we are exploring the role AI can play in such environments. We are tackling this challenge with CROPLAND, an Antwerp-based AI solutions expert.”

AI Expertise Across Three Key Areas

Founded 11 years ago by CEO Geert Vromman, CROPLAND has developed significant expertise in AI solutions. The company has guided numerous Flemish companies toward AI opportunities as part of Agoria's Start AI initiative.

“We specialize in three main areas: guiding companies through AI and data strategies, conducting data engineering, and developing tailored solutions. With the advent of powerful cloud technologies, we are now able to combine these technological components into custom solutions with our extensive expertise. This is precisely what we are doing in collaboration with Syntegro.”

AI Chatbot for Frequently Asked Questions

An AI chatbot can swiftly and accurately answer common questions, thereby reducing the workload for HR teams.

Together with CROPLAND, Syntegro is developing an AI chatbot for a client whose HR department receives approximately 20,000 inquiries annually. The goal is to create a solution that provides quick and accurate answers to common questions while reducing the HR team's workload.

“Our chatbot aims primarily to resolve straightforward inquiries without HR intervention,” explains Geert. “Questions like 'What should I do if my company car's windshield has a chip?' or 'How many days am I allowed to work from home, and how do I apply for it?'”

Geert and Frank emphasize that it is crucial for the AI chatbot to provide 100% accurate answers. For complex questions, the chatbot will redirect the user to a human HR staff member. By doing so, Syntegro and CROPLAND aim to address the majority of the 20,000 annual inquiries efficiently through the AI chatbot.

Challenges and Prospects

AI offers potential efficiency gains, increased job satisfaction, and motivation, along with the promise of expanding opportunities in the future.

Frank and Geert acknowledge that the project's main challenges lie in its complexity. Crafting accurate responses to questions involving multiple regulations is difficult, even for an AI chatbot.

Despite this, the potential impact of this AI innovation on companies is significant. Employees benefit from quick assistance and companies gain tremendous efficiency, while the job satisfaction and motivation of HR teams improve, according to Syntegro and CROPLAND. With rapidly advancing technology, the possibilities continue to grow, notes Geert.

“Language technology is becoming better at understanding context, reducing the need for literal wording to find correct solutions. In the future, the transition from chatbot to human support will be seamless. Additionally, using a chatbot enables organizations to analyze all inquiries, maintaining awareness of what’s happening within the company.”