EY collaborates with Microsoft to develop Intelligent Payroll Chatbot using Azure OpenAI

EY collaborates with Microsoft to develop Intelligent Payroll Chatbot using Azure OpenAI

(IN BRIEF) EY has announced a deepened collaboration with Microsoft to develop the EY Intelligent Payroll Chatbot as part of the Next Gen Payroll Platform. Using Azure OpenAI Service and EY payroll offerings, the generative AI chatbot is designed to modernize payroll employee care, improve employee satisfaction, automate payroll administrator controls, and provide strategic insights. The EY Intelligent Payroll Chatbot is expected to enhance employee satisfaction and first-contact-resolution KPIs by over 50%, based on proof-of-concept findings. The chatbot will be integrated into EY Employee Experience Mobile and Web Applications and will provide personalized explanations to employees in over 159 countries and in 49 languages.

(PRESS RELEASE) LONDON, 30-Mar-2023 — /EuropaWire/ — As part of their combined commitment to utilize the most advanced Azure OpenAI technologies in the tax and legal industry, EY announces a deepened strategic collaboration with Microsoft to develop EY Intelligent Payroll Chatbot as part of the Next Gen Payroll Platform.

By leveraging the Microsoft Cloud and Azure OpenAI Service – enhanced by the collective intelligence of EY payroll offerings – clients will soon be able to modernize payroll employee care; improve employee satisfaction; automate payroll administrator controls, checks, and workflow; and harness strategic insights to nurture the workforce of tomorrow.

The generative AI chatbot is expected to enhance both employee satisfaction (CSAT) and first-contact-resolution (FCR) key performance indictors (KPIs) by greater than 50%, assisted by an initial result of 93% correct first-time answer ratio, based on proof-of-concept (POC) findings.

Many organizations struggle with how to answer employee tier-1 questions effectively due to language, time-zones, payroll subject-matter complexity, and the volume of data needed to resolve queries. Traditional call centers, basic chatbots, language lines, and employee information portals have failed to improve the employee experience or reduce the human burden (including cost-to-serve) of high call-volumes related to payroll questions.

EY teams have built a LLM and generative AI chatbot POC using ChatGPT In Azure OpenAI service, to understand the “anatomy of an individual’s pay slip” and to link regulatory compliance elements with company policies – all to answer granular questions and generate highly personalized explanations for employees.

The EY Intelligent Payroll Chatbot will add to EY Employee Experience Mobile and Web Applications, which provides compliant pay slips, tax documents and insights to employees in over 159 countries, natively in 49 languages. EY teams will continue to work with Microsoft to build and deploy LLMs and new AI Tax applications to codify EY leading practices around Tax and payroll intelligence.

Marna Ricker, EY Global Vice Chair, Tax, says:

“EY Tax is committed to improving the client experience with advanced technologies and generative AI that allows for greater conversational capabilities and the ability to parse extremely large volumes of content faster leading to better outcomes for all stakeholders. The expected addition of EY Intelligent Payroll Chatbot on our Next Gen Payroll Platform will highlight our continuous innovation and collaboration, alongside Microsoft, to provide market-leading services.”

Eric Boyd, Corporate Vice President, AI Platform, Microsoft, says:

“We are excited that EY is utilizing Azure Open AI Service, to deliver innovative regulatory compliance solutions, that take advantage of the world’s most advanced AI models, backed by Azure’s trusted enterprise-grade capabilities and AI-optimized infrastructure. As a result of our longstanding alliance with EY, customers around the world, will benefit from new AI-enabled payroll applications.”

Sheri Sullivan, EY Global Payroll Operate Leader, says:

“The Global Payroll World has been waiting for technology that can easily connect the high volume of data elements in different languages and country-specific information to provide real-time visibility, controls, and insights with consumer-grade employee experience. The game changer is the alliance between EY and Microsoft, which combines Microsoft’s leading technology with EY’s regulatory compliance knowledge. With the combined power of ChatGPT In Azure OpenAI, EY “Smart Agent” and Microsoft VIVA, the future of one-touch payroll is right around the corner.”

Ken Priyadarshi, EY Global Tax Prompt Engineering Leader, says:

“The technical strength of the EY Intelligent Payroll Chatbot is its ability to understand the ontological structure of an employee’s pay slip using LLMs. We believe that LLMs are the future for encoding knowledge-worker intelligence, and Azure OpenAI Services helps us responsibly build the latest generative AI has to offer into our solutions.”

To address the growing complexity of payroll data and international policies, EY teams will continue to work with Microsoft to develop solutions leveraging EY’s AI principles, responsible AI capabilities within Azure OpenAI and Azure Data technologies to enhance client payroll employee and administrator experiences with trust.

For more information on the EY-Microsoft alliance please visit ey.com/microsoft.

About EY

EY exists to build a better working world, helping create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform, and operate.

Working across assurance, consulting, law, strategy, tax, and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

EY refers to the global organization and may refer to one or more of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data, and a description of the rights individuals have under data protection legislation are available via ey.com/privacy. EY member firms do not practice law were prohibited by local laws.  For more information about our organization, please visit ey.com.

This news release has been issued by EYGM Limited, a member of the global EY organization that also does not provide any services to clients.

Media Contact:

Barbara Dimajo
Assistant Director
Media Relations and Social Media Ecosystems
Ernst & Young LLP

SOURCE: Ernst & Young Global Limited