AUTOMATIC DATA PROCESSING INC

Use of Artificial Intelligence in Customer Support and Internal Workflow

• ADP Lyric:

  • Introduced as a human-centric global HCM platform, integrating Generative AI technology.
  • Offers predictive analytics, anomaly detection, and personalized recommendations.
  • Designed to meet the evolving needs of the modern workforce, supporting payroll in over 75 countries.

• Generative AI Investments:

  • Ongoing investments in Generative AI to enhance client experiences and employee productivity.
  • Tools developed include:
    • Call summarization tools improving service interactions.
    • Virtual knowledge assist and guided workflows for associates.
  • These technologies boost productivity and aim to improve client satisfaction.

• Intelligent Workflow Automation:

  • Launched technology in Workforce Now to create personalized employee experiences, especially during onboarding.
  • Helps reduce manual tasks for HR practitioners, improving internal operational efficiency.

Application in Enterprises and Employees' Internal Productivity

• WorkForce Software Acquisition:

  • Enhanced ADP’s capabilities in workforce management solutions, especially for complex global organizations.
  • The integration expands ADP's service offerings and enhances competitive positioning in the global HR market.

• Results from AI Deployments:

  • Early feedback from newly implemented AI tools shows impressive results in productivity for associates.
  • Emphasis on making processes easier for clients resulting in higher Net Promoter Scores (NPS) and better retention rates.

• Strategic Focus:

  • Continuous evolution of workforce management solutions to adapt to changing employer needs.
  • Investment in technology and innovative solutions positions ADP for future growth in customer service effectiveness and operational productivity.

Summary of Key Insights

• ADP's initiatives in AI and workforce management are framed within a strategic context of enhancing service delivery, client satisfaction, and operational effectiveness.
• Focus on human-centric approaches underscores the importance of adaptability and responsiveness to both client needs and internal efficiencies, setting a forward-looking growth narrative for the enterprise.