Answering policy questions
Human Resources · Payroll & HR Specialist
“Answering policy questions” (Human Resources) is being replaced by AI: it entered in 2023 and is projected to be largely replaced by 2027.
What this task is
HR staff field a steady stream of employee questions about annual leave, expense claims, benefits and insurance through chat, email and in person, and many of the same questions come up again and again.
How AI replaces it
From 2023, HR knowledge-base bots built on large language models began reading company policy documents and answering staff instantly inside workplace chat tools. By about 2027, routine policy questions will mostly be handled by bots.
What stays human
HR handles questions involving sensitive topics or individual circumstances, and keeps the underlying policy documents up to date so the bot's answers stay accurate and consistent.