EY announces modernization of payroll employee care using ChatGPT In Azure OpenAI
Leverages ChatGPT In Azure OpenAI service to build proof of concept in collaboration with Microsoft to scale an enterprise-ready payroll chatbot to answer complex questions
Uses an underlying large language model ("LLM") to analyze and critique the vast compliance data contained within EY global payroll regulatory library
- Expected to reduce the burden on employers by more than 50% by answering complex employee payroll questions and personalizing the employee experience
LONDON, March 29, 2023 /PRNewswire/ -- As part of their combined commitment to utilize the most advanced Azure OpenAI technologies in the tax and legal industry, EY today announces a deepened strategic collaboration with Microsoft to develop EY Intelligent Payroll Chatbot as part of the Next Gen Payroll Platform.
By leveraging the Microsoft Cloud and Azure OpenAI Service – enhanced by the collective intelligence of EY payroll offerings – clients will soon be able to modernize payroll employee care; improve employee satisfaction; automate payroll administrator controls, checks, and workflow; and harness strategic insights to nurture the workforce of tomorrow.
The generative AI chatbot is expected to enhance both employee satisfaction (CSAT) and first-contact-resolution (FCR) key performance indictors (KPIs) by greater than 50%, assisted by an initial result of 93% correct first-time answer ratio, based on proof-of-concept (POC) findings.
Many organizations struggle with how to answer employee tier-1 questions effectively due to language, time-zones, payroll subject-matter complexity, and the volume of data needed to resolve queries. Traditional call centers, basic chatbots, language lines, and employee information portals have failed to improve the employee experience or reduce the human burden (including cost-to-serve) of high call-volumes related to payroll questions.
EY teams have built a LLM and generative AI chatbot POC using ChatGPT In Azure OpenAI service, to understand the "anatomy of an individual's pay slip" and to link regulatory compliance elements with company policies – all to answer granular questions and generate highly personalized explanations for employees.
The EY Intelligent Payroll Chatbot will add to EY Employee Experience Mobile and Web Applications, which provides compliant pay slips, tax documents and insights to employees in over 159 countries, natively in 49 languages. EY teams will continue to work with Microsoft to build and deploy LLMs and new AI Tax applications to codify EY leading practices around Tax and payroll intelligence.