Our client is a private healthcare group that employs tens of thousands of people, running hospitals and clinics across numerous countries. Their HR function had become increasingly burdened by high, growing volumes of routine requests, largely deriving from queries about short-term incentive scores and sick leave balances. Additionally, the ongoing need for manual updates to personal and banking information led to heightened risk of errors, fraud and data privacy violations.

Advance leveraged its proprietary System42 platform, designed to build and safely deploy production grade Agentic AI to large enterprises, in tandem with SAP’s Joule, to provide secure, conversational self-service for routine inquiries. This has dramatically lowered the volume of requests that have to be dealt with by HR practitioners in the group. Inquiries resulting in changes to data are processed using System42. It autonomously extracts the relevant, country dependent information and can be extended for validation against an external source where appropriate, and then handles updates.