HR Path Brazil: Expediting quick and reliable HR support with AI-infused talent management
A pivotal role for AI in HR
HR Path Brazil, part of the global HR Path Group, wanted to help employees better handle HR complexities by infusing AI into its talent management operations. The company activated the Joule capability embedded in SAP SuccessFactors HCM, helping automate key HR administration tasks and boost employee engagement while redirecting HR team effort to strategic areas.
| Industry | Region | Company Size |
| Professional services | São Paulo, Brazil | 250 employees |
reduction in HR support cases for standard queries.
increase in HR task completion efficiency.
hours of HR support workload eliminated each week.
CEO, HR Path Brazil
Shielding employees from complex HR systems and processes
HR Path Brazil is part of the global HR Path Group, an SAP gold partner and leader in HR consulting and HR information system solutions. Founded in 2001, the Group is trusted by businesses to navigate the complexities of human resources technology.
Specializing in HR technology advisory and implementation as well as operational services for payroll, HR Path Group focuses on delivering solutions to enhance efficiency and foster growth. The Group has a presence in 28 countries and more than 3,000 active customers.
Beyond technical and functional expertise, the Group demonstrates a deep understanding of the HR cycle, from strategy to operations, assigning specialized teams that work in a coordinated manner. While each team contributes its expertise—whether in talent, payroll, or administration—they all work under the same methodology, with shared objectives and a deep understanding of the client’s business. This allows companies in HR Path Group to set themselves apart by delivering a continuous and consistent experience.
Looking to help employees traverse the complexities of HR processes and procedures, HR Path Brazil sought to infuse AI into its HR operations to reshape administration tasks and boost employee engagement.
Empowering employees to handle HR tasks with a natural-language copilot
Recognizing the potential for using SAP Business AI to make HR more efficient, inclusive, and responsive to the needs of a modern workforce, HR Path Brazil set about unlocking AI features embedded in SAP SuccessFactors HCM.
Given HR Path Brazil’s deep knowledge of SAP SuccessFactors solutions and understanding of HR processes and best practices, activating the Joule capability was a straightforward exercise, mitigating any custom development needs. As a starting point, the company enabled document grounding and role-based permissions to empower employees to self-serve HR-related tasks and find forms and guidance themselves through the natural-language copilot. This would simultaneously lift the HR support burden from its HR team.
Since its employees relied on Microsoft Teams for most work tasks, the company also configured an integration with Microsoft Teams, allowing AI functionality to be accessible through the collaboration tool. This approach allows managers to receive alerts directly in Microsoft Teams, where they can approve leave requests and retrieve employee performance forms, without having to log into SAP SuccessFactors to manage and respond to HR tasks.
As part of the rollout, HR Path Brazil organized a robust change management process, providing training to boost users’ confidence in adopting the Joule copilot to navigate its HR systems, policies, and tools.
CEO, HR Path Brazil
Enhancing employee experiences while improving operational efficiency
By activating the Joule capability embedded in SAP SuccessFactors HCM, there’s been a clear reduction in the number of HR support tickets for standard queries. That’s because Joule helps deflect many of those questions by guiding employees to the right answers or documents. In fact, HR support tickets for policy-related information and forms have decreased by 7%. What’s more, employees are liking the ability to navigate to the HR information they need in an instant and are now finding the HR system to be more intuitive and less frustrating. This has translated into a 3% reduction in time spent completing routine HR tasks, while shaving about two hours off of HR-related demands each week, improving response times to other HR queries.
HR Path Brazil can also see the potential for faster onboarding of new users and managers who need to learn how to perform certain tasks in SAP SuccessFactors. That’s because they can now ask Joule for guidance rather than tracking down documentation or raising a ticket with the HR team.
CEO, HR Path Brazil
Rolling out expanded AI capabilities
Aligned with SAP’s road map for introducing advanced AI capabilities, HR Path Brazil is now looking to scale up its use of Joule with SAP SuccessFactors HCM and expand document grounding. The company wants to incorporate more internal policy documents, frequently asked questions, and knowledge bases to enhance the accuracy and coverage of the copilot’s responses. It also wants to activate more-advanced features for analytical interactions, tracking which queries are being asked, missing answers, user satisfaction, and more, so it can constantly improve content and performance.
HR Path Brazil is also planning to extend Joule with custom skills and agents using Joule Studio in SAP Build solutions.
And given the success of the integration with Microsoft Teams, HR Path Brazil now wants to deepen this integration with more of Microsoft’s tools to allow employees to access the AI feature from their standard collaboration tools.