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, Belgium ranks third in worldwide payroll system complexity. Hybrid work arrangements intensify this challenge. HR staff face frequent repetitive questions that divert attention from higher-value work, according to 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 challenge, Syntegro is partnering with CROPLAND, an Antwerp-based AI solutions expert.
AI Expertise Across Three Key Areas
Founded 11 years ago by CEO Geert Vromman, CROPLAND specializes in AI solutions. The company has guided numerous Flemish companies through AI opportunities via 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.
Syntegro and CROPLAND are developing an AI chatbot for a client receiving approximately 20,000 HR inquiries annually. The solution aims to deliver quick, accurate responses to common questions while reducing HR team burden.
“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?’”
Both leaders emphasize that the AI chatbot must provide 100% accurate answers. Complex questions will be redirected to human HR staff, enabling the system to address the majority of annual inquiries efficiently.
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 the project’s main challenges involve complexity—crafting accurate responses to multi-regulation questions proves difficult even for AI.
Nevertheless, the potential impact is substantial. Employees receive quick assistance, companies gain efficiency, and HR team satisfaction improves. Technology continues advancing rapidly, 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.”
