What's Happening?
Coles Group is advancing its use of agentic AI technology to streamline the leave booking process for its 120,000 employees. The initiative, led by Caroline O'Brien, General Manager of Data and Intelligence, was discussed at the SAP NOW AI Tour in Melbourne. The AI assistant, known as mycoles Assistant, is already operational on the mycoles staff portal, providing answers to employee queries related to people and culture. Since its launch, the assistant has reduced portal queries by 85% and received high satisfaction scores. The next phase involves evolving the assistant to perform actions, such as checking leave balances and booking leave, requiring integration between Microsoft and SAP systems. This development is part of a broader strategy to enhance employee productivity through AI tools.
Why It's Important?
The implementation of agentic AI by Coles Group signifies a shift towards more efficient and automated HR processes, potentially setting a precedent for other large retailers. By reducing manual intervention in leave booking, Coles aims to improve employee satisfaction and operational efficiency. This move could lead to significant cost savings and productivity gains, as employees can focus more on their core responsibilities. Additionally, the integration of AI tools in everyday tasks may transform job roles and workflows, offering insights into how AI can reshape retail operations. The success of this initiative could encourage other companies to adopt similar technologies, impacting the broader retail industry.
What's Next?
Coles Group plans to further develop the mycoles Assistant to become a goal-oriented, action-taking agent. This involves working closely with SAP and the company's architecture team to optimize system integrations for seamless leave booking. The company is also exploring other applications of agentic AI to provide value to employees, including custom agents for specific tasks and AI productivity tools. These developments could lead to a transformation in how employees perform their jobs, potentially altering traditional retail operations. As Coles continues to innovate, other retailers may follow suit, leading to widespread adoption of AI in HR processes.
