How Far Can the Likes of Copilot, Gemini, Slack AI And JIRA Really Support HR?
With AI tools like Microsoft Copilot, Google Gemini, Slack AI, and JIRA AI integrated into workplace systems, many teams assume this will be enough for HR workflows. But these AI tools fall into different categories, each with distinct limitations.
HR AI agents, like Kinfolk, are built specifically to reduce HR workload by integrating directly into HR systems and updating records with the right approvals, can personalize answers based on employee context, and handle tasks like manage system access. Understanding these distinctions is crucial when deciding where to invest in AI.
What Different AI Tools Can and Can’t Do in HR
What They Can Do:
- General AI Assistants (Copilot, Gemini, ChatGPT, Claude): Summarize documents and data, generate content, nd answer general policy questions (if trained on internal docs).
- Embedded AI in Work Tools (Slack AI, JIRA AI): Search conversations and documentation, suggest actions within existing workflows.
- Enterprise Search AI (Glean, Coveo): Connect to knowledge bases for better document retrieval
What They Can’t Do:
- Automate HR tasks – These tools are not integrated into HR systems, meaning they can’t execute approvals, update records, or complete processes.
- Personalize responses – Without employee context from HRIS, they provide generic, one-size-fits-all answers.
- Solve requests before tickets are created – They lack proactive resolution capabilities, leading to more escalations to HR.
- Connect to ticketing systems like ServiceNow or automatically triage requests – Without ITSM integration, they can’t route or resolve complex HR requests.
- Track and report on HR Service Delivery and Operations – They don’t provide analytics on HR efficiency, response times, or issue resolution rates.
How AI HR Agents Go Beyond Other AI Tools
1. AI HR Agents Automate HR Workflows
Unlike Copilot or Gemini, which provide information, AI HR agents take action within HR systems.
Example:
- PTO Request
- Copilot: "Here’s the PTO policy. You can request time off in Workday."
- AI HR Agent: "You have 5 days of PTO left. Your manager is available next Friday. I’ve submitted the request and updated your calendar."
2. AI HR Agents Integrate With HR Systems, Knowledge Bases, and Calendars
While tools like Gemini and Glean can search knowledge bases, they don’t connect to HRIS, payroll, or IT service systems to retrieve live, role-specific data. AI HR agents, however, integrate across HR and IT systems to retrieve information, update records, manage system access, and process approvals automatically.
Example:
- Expense Reimbursement
- Slack AI: "Here’s the expense reimbursement policy."
- AI HR Agent: "Upload your receipt. I’ll verify policy compliance, submit it for approval, and notify payroll."
3. AI HR Agents Have Employee Context for Personalized Responses
General AI models lack HR system integrations, meaning they provide generic, non-personalized responses. AI HR agents, however, have employee-specific context based on role, location, and past interactions.
Example:
- Benefits Inquiry
- Gemini: "Here’s the general benefits policy."
- AI HR Agent: "Based on your role and location, you’re eligible for these specific benefits. Let me know if you’d like to enroll."
This ensures employees don’t see irrelevant information and only receive highly personalized responses, improving HR service quality and compliance.
4. AI HR Agents Solve Requests Before Tickets Are Created
Unlike chatbots that push employees toward submitting HR tickets, AI HR agents proactively resolve issues at the source. This means employees get instant support without waiting in an HR queue.
Impact:
- 50-70% reduction in HR ticket volume.
- Faster issue resolution, preventing unnecessary escalations.
- Employees get real-time, in-the-flow-of-work assistance.
5. AI HR Agents Connect to Ticketing Systems and Track HR Service Performance
General AI tools don’t integrate with ServiceNow, Zendesk, or other ITSM platforms. AI HR agents do—allowing them to triage complex requests, auto-route issues, and provide HR teams with service analytics.
Example:
- AI HR agent logs response times, resolution rates, and ticket volume trends, helping HR optimize service delivery.
- Complex IT-related HR issues (e.g., system access problems) are automatically routed to the right department.
AI HR Agents Deliver More Than General AI Tools
HR teams exploring AI solutions should ask: Do we need an AI that just answers questions, or do we need an AI that actually gets work done?
While Copilot, Gemini, Slack AI, and JIRA AI provide useful information retrieval and content generation, they don’t automate HR processes, personalize responses, or integrate deeply with HR and IT systems. AI HR agents go beyond generic AI assistance—they integrate, execute, and streamline HR at scale, reducing admin workload and improving employee experience.
