According to OpenText's customer story, IBM's HR function serves 280,000 employees with 99% faster HR process execution, a 94% inquiry containment rate and a 40% reduction in HR operating costs, after centralizing HR documents in OpenText Content Management for SAP SuccessFactors and integrating OpenText Content Aviator with its AskHR assistant.
Accessing HR documents manually used to take up to three weeks, creating frustration for employees and operational burden for HR service centers. IBM also needed strict role-based access across dozens of jurisdictions. "We need to ensure that when an employee requests a document, it is secure, reliable, and the correct data is returned," said Elaina Chan, Senior Delivery Lead, Automation and AI, IBM. "That trust is absolutely essential in HR."
IBM implemented OpenText Content Management for SAP SuccessFactors to centralize HR documents, embedding content management directly into HR workflows. It then integrated OpenText Content Aviator with AskHR, its conversational assistant powered by Watsonx. Chan explained: "AskHR acts as the experience layer, while OpenText Aviator is the expert agent that interrogates the document storage. When an employee asks for a pay slip, AskHR connects with OpenText, retrieves the document, and returns it within minutes." Working with OpenText Professional Services, IBM optimized metadata models and ingestion processes to support high-volume automation and multiple languages.
The system powers HR operations across dozens of countries, generating more than 200,000 HR letters on demand in 31 languages and managing millions of documents across employee workspaces. The page reports 98% manager adoption, 97% executive adoption and 11 million annual interactions. "Last week, I generated a verification letter in two minutes," says Chan. "That used to take weeks. It's a fundamental shift in productivity."
IBM is next integrating AskHR, OpenText Aviator and SAP Joule into a tri-agent ecosystem that will let employees complete complex HR tasks, such as real-time pay slip analysis, through a single conversational interface. Future innovations include AI-powered document comparison.
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