Case Study: IBM achieves faster, smarter HR support with IBM Consulting’s watsonx Orchestrate

IBM cuts HR operational costs by 40% with IBM Consulting

The customer, IBM, faced significant challenges within its global Human Resources department due to siloed processes, inconsistent regional policies, and a heavy reliance on manual tasks. This led to low user satisfaction and delayed responses. Despite previous digital efforts, traditional solutions were insufficient, prompting IBM to seek a new approach with vendor IBM Consulting and its product IBM watsonx Orchestrate.

The solution implemented by IBM Consulting involved enhancing the existing AskHR virtual agent with the agentic AI capabilities of IBM watsonx Orchestrate. This created a unified, conversational system that automated over 80 HR tasks. The results were substantial, including a 40% reduction in operational costs over four years, a 94% containment rate for common questions, and a 75% reduction in support tickets since 2016, demonstrating the significant impact achieved by IBM Consulting.

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