The HRA chatbot launch showed that a focused, collaborative approach can deliver meaningful results for the HR community. Several factors contributed to its success:

• On-Time Delivery: Staying aligned with the original rollout schedule built trust and kept momentum strong.
• Content Improvements: Identifying and addressing documentation gaps strengthened HR resources and improved the quality of information available.
• Audience-Specific Training: Delivering 19 targeted sessions ensured each group received relevant, practical guidance.
• Collaborative Development: Ongoing engagement with sponsors, stakeholders, and Bot Managers helped shape the tool to meet real HR needs.
• Iterative Refinement: Continuous feedback and usability testing improved the chatbot’s performance—so much so that the vendor adopted some enhancements for wider use.

The combination of timely execution, strengthened content, focused training, and collaborative problem-solving created a strong foundation for the chatbot’s long-term sustainability and scalability.

• Complex and Unique Questions: During testing and early rollout, incoming questions required frequent review by the project team to verify accuracy and identify gaps in the chatbot’s knowledge or supporting documentation. Notably, there were little to no repeat questions, creating a unique challenge in both refining the chatbot’s responses and ensuring its knowledge base could address a constantly changing set of inquiries.
• Adoption Impact: Usage patterns and the quality of feedback were directly influenced by the university’s overall readiness to adopt AI tools. Understanding AI literacy in the HR community highlighted the need for training focused on the development of skills in how chatbots work, when to use them, how to interact with them effectively, and how to interpret their results.
• Content Quality and Accessibility: The chatbot can only access and use content from documents that meet accessibility standards. Before the HRA could be fully trained, UHR needed to revise and correct certain materials to ensure they were complete, well-structured, and accessible. High-quality, accessible content is essential for generating accurate and useful responses.

Overall, the HRA chatbot initiative is demonstrating strong progress toward its intended outcomes of improving efficiency, user confidence, and documentation quality. Usage metrics from the Admin Portal indicate growing adoption, with an increasing number of unique and repeat users, signaling both initial engagement and sustained confidence in the tool’s value. Positive feedback trends suggest improving perceptions of accuracy and usefulness, while ongoing content and documentation enhancements are reducing the need for remediation and strengthening best practices among subject matter experts. To maintain these gains, the chatbot will need to be continually monitored and adapted as user needs and usage patterns evolve. Continuous performance tracking, proactive communication, vendor collaboration, and targeted response optimization will ensure the tool continues delivering measurable time savings and operational benefits across University Human Resources.