12 Signs Your IT and HR Need Workflow Automation

Automation is the cornerstone of modern business strategy, necessary to optimize operations and sustainable process-oriented growth. Automation buzzwords like AI Automation, Hyperautomation, Workflow Automation are already dominating the boardroom conversations and seems to be a top priority for senior management in most enterprises.  

And so, while the marketplace brims with automation solutions, many organizations grapple with a crucial question: When is the right time to start the automation journey?

In this article, we’ll explore twelve major signs or indicators that may highlight the need for enterprise automation – specifically for IT and HR operations. We’ll also outline actionable next steps and explore how cutting-edge technologies like GenAI and Agentic AI can supercharge your automation strategy.

Let’s get going!

What is Workflow Automation?

Workflow automation refers to the design and implementation of technology-driven processes that execute routine, repetitive tasks without the need for manual intervention. This technology allows businesses to streamline operations, reduce errors, and free up human resources for more strategic, value-driven work. From approving leave requests to resolving IT tickets, automation minimizes bottlenecks, optimizes productivity, and improves overall user experience.

Examples of Workflow Automation in Action:

• HR Onboarding: Automated workflows can guide new hires through the onboarding process, ensuring all necessary forms are filled, access credentials are generated, and training modules are assigned—without HR managers lifting a finger.

• IT Support: Password resets, software installations, and initial triage for service desk tickets can all be automated, enabling technicians to focus on more complex tasks.

• Expense Approval: Employees can submit expenses online, and automated systems can flag discrepancies, process valid claims, and notify finance teams for approvals.

The Role of GenAI and Agentic AI in Automation

Generative AI (GenAI) takes automation to the next level by introducing capabilities like natural language understanding, predictive analytics, and self-learning. Imagine an AI-powered HR assistant that not only answers employee queries in multiple languages but also anticipates their needs based on past interactions.

Agentic AI, a subset of AI focusing on autonomous agents, enables systems to act with a higher degree of independence. For example, an AI agent integrated with IT workflows can proactively identify and resolve issues, such as clearing storage space or deploying updates, without waiting for human intervention.

These advanced technologies expand the scope of automation, creating workflows that are not only efficient but also intelligent and adaptive.

Top Signs That Your IT Needs Automation

1. Password Reset and Other Manual Tasks Consume Too Much Time

If your service desk spends 20-30% of its effort handling password resets, it’s a glaring sign that automation is overdue. Password resets are low-value, high-volume tasks that drain resources unnecessarily. With automation, this process can be fully streamlined:

• Employees can initiate self-service password resets through secure portals or apps.

• Automated workflows verify identity and update credentials instantly, eliminating delays.

This frees up IT staff to focus on strategic initiatives and high-priority incidents.

2. Email- and Phone-Driven Service Desk Operations

Does your Level 1 (L1) support desk still rely heavily on emails and phone calls for ticket creation and triaging? This outdated model is not only inefficient but also prone to errors. GenAI-based solutions integrated into platforms like Microsoft Teams or Slack can:

• Handle initial ticket triaging.

• Collect relevant data from users.

• Create complete, detailed tickets for further resolution.

By automating these steps, your L1 team can concentrate on problem resolution rather than administrative overhead, accelerating service desk workflows and enhancing employee satisfaction.

3. Employee Frustration with Speed of Resolution

Slow ticket resolution is a primary cause of employee dissatisfaction. Employees expect quick fixes to routine issues, whether it’s a broken printer or a software glitch. Workflow automation can reduce resolution times by:

• Automatically routing tickets to the right personnel or team.

• Offering employees self-service tools powered by AI to resolve minor issues themselves.

For example, an employee needing software installation can trigger an automated workflow that verifies permissions and installs the application—without IT intervention.

4. Need for 24/7 or Multi-Lingual Support

Modern workplaces are global and operate beyond the traditional 9-to-5 schedule. Whether it’s an employee in a different time zone or someone needing support at midnight, the lack of after-hours support can lead to productivity roadblocks. Automation, paired with GenAI, addresses this challenge by:

• Enabling AI-driven chatbots to provide real-time assistance in multiple languages.

• Offering round-the-clock ticket resolution for routine tasks, such as software installations or permissions updates.

This ensures that no employee is left waiting, regardless of when or where they work.

5. Technician Burnout and Attrition Risks

IT technicians often face burnout due to monotonous, repetitive tasks and heavy workloads. High turnover not only increases hiring and training costs but also risks knowledge leaving the organization. Automation mitigates these risks by:

• Offloading repetitive tasks like ticket categorization and password resets to AI systems.

• Allowing technicians to focus on complex, rewarding projects that enhance job satisfaction.

• Building a central repository of knowledge, accessible to all team members, to reduce dependency on individuals.

6. Lack of Visibility into Service Desk Operations

If you struggle to quickly assess the status of your service desk operations, it’s a red flag. Workflow automation tools provide detailed dashboards and analytics, enabling you to:

• Monitor ticket resolution times.

• Identify bottlenecks and inefficiencies.

• Make data-driven decisions to optimize performance.

This visibility enhances accountability and ensures consistent service quality.

7. Escalating Costs

Out-of-control service desk costs often stem from inefficiencies, high staffing needs, and reliance on manual processes. Automating L1 tasks alone can result in significant cost savings by reducing the volume of tickets requiring human intervention. Advanced automation solutions powered by GenAI also provide long-term ROI by:

• Reducing downtime and boosting employee productivity.

• Minimizing errors and rework.

• Scaling support operations without proportional increases in staffing

Let’s see what are some critical indicators of HR automation requirement across an enterprise.

Top Signs Your HR Needs Workflow Automation

Much like IT departments, HR teams are often bogged down by routine, repetitive tasks that can sap productivity, frustrate employees, and lead to burnout. As the backbone of workforce management, HR requires streamlined operations to maintain efficiency and deliver an exceptional employee experience. Let’s explore the signs that indicate your HR department is in dire need of workflow automation.

1. HR Associate Burnout from Repetitive Tasks

HR associates often spend a disproportionate amount of their time on mundane, repetitive activities such as processing leave requests, updating employee records, or answering FAQs about policies. These low-value tasks not only consume valuable hours but also contribute to burnout and low morale within HR teams.

With automation, these tasks can be:

• Streamlined: Automated systems can handle leave approvals, document requests, and policy FAQs without manual intervention.

• Self-Service: Employees can access answers to common queries via AI-powered chatbots or portals, reducing the HR team's workload.

By automating repetitive processes, HR associates can redirect their energy to strategic initiatives like talent acquisition, employee engagement, and workforce planning.

2. Missed SLAs and Ignored Issues

If your HR team uses a case management solution but consistently misses SLAs (Service Level Agreements), or worse, operates on an email-based support system where issues risk being ignored, it’s a clear sign that workflow automation is overdue. Manual systems lack the structure and tracking capabilities necessary to meet deadlines and ensure accountability.

With automation:

• Case management workflows can ensure that issues are logged, prioritized, and routed to the right personnel.

• SLA tracking systems can send automated reminders for pending tasks, minimizing the risk of escalation.

• AI-driven tools can handle initial triaging, ensuring that no issue slips through the cracks.

This creates a robust support system that boosts HR efficiency and employee satisfaction.

3. Repetitive Queries Tax Productivity

Employee queries usually involve repetitive concerns such as benefits enrollment, payroll issues, or training schedules – and this quickly eats up valuable time of your HR team. These routine issues are ideal for automation.

Examples of Automatable Repetitive Issues:

• Benefits Enrollment: Automated workflows can guide employees through the enrollment process, verify documentation, and send confirmations.

• Payroll Queries: AI chatbots can answer FAQs about payslips, deductions, and tax filing.

• Training Management: Automation can assign training modules, send reminders, and track completion rates without manual intervention.

By eliminating repetitive tasks, automation enhances HR productivity and ensures employees receive quick, accurate responses.

4. Lack of Visibility and Data

A lack of visibility into HR operations—such as incomplete records, unclear metrics, or insufficient tracking of employee issues—hampers decision-making. If your team struggles to quickly access accurate data, it’s time to implement workflow automation.

Automation tools provide:

• Centralized Dashboards: Gain real-time insights into HR metrics like open cases, resolution times, and employee satisfaction scores.

• Predictive Analytics: Use AI to forecast trends such as turnover rates or engagement levels, enabling proactive decision-making.

• Audit Trails: Maintain a comprehensive record of HR activities for compliance and reporting purposes.

Data-driven insights empower HR leaders to optimize processes, improve employee experience, and make strategic workforce decisions.

5. Need for HR Support Across Regions and Languages

Global organizations often face challenges in providing consistent, multilingual HR support across regions. Employees in different time zones or non-native speakers may struggle to get timely and accurate assistance.

How GenAI Solves This Challenge?

• Language Translation: GenAI-powered systems can translate HR communications and chatbot responses in real-time, ensuring seamless interactions in any language.

• 24/7 Availability: AI tools can provide around-the-clock support, ensuring that employees receive assistance regardless of time zone.

• Cultural Nuance: Advanced AI systems can adapt responses to align with regional preferences and norms, improving the employee experience.

Automation makes HR support accessible to a diverse workforce, fostering inclusivity and engagement.

Wrap-Up: Use DeskIQ Assessment to Know Your IT & HR Automation Opportunities

Recognizing the signs that your IT and HR departments need workflow automation is the first step toward transforming your operations. But identifying automation opportunities and implementing them effectively can be challenging. That’s where Rezolve.ai’s DeskIQ Assessment comes in.

What Is DeskIQ Assessment?

DeskIQ Assessment is a comprehensive evaluation of your organization’s IT and ticketing data, designed to uncover:

• Hidden Insights: Identify inefficiencies, bottlenecks, and areas ripe for automation.

• Automation Opportunities: Highlight repetitive tasks and processes that can be streamlined with AI-driven tools.

• Optimization Strategies: Provide actionable recommendations to enhance workflows, reduce costs, and improve employee satisfaction.

Why Should You Take DeskIQ Assessment?

DeskIQ Assessment by Rezolve.ai can help you unlock hidden ticketing and employee support insights, and you can map out all possible automation opportunities. Moreover, you get;

• Free Service: Despite delivering thousands of dollars’ worth of value, DeskIQ is offered free of charge.

• GenAI-Powered Analysis: Leverage cutting-edge technology to uncover insights that traditional evaluations might miss.

• Tailored Roadmap: Receive a customized automation strategy aligned with your organization’s goals and challenges.

Final Thoughts

Workflow automation isn’t just about improving efficiency—it’s about empowering your IT and HR teams to focus on meaningful work while providing employees with faster, more reliable support. By leveraging GenAI and workflow automation tools, organizations can enhance productivity, reduce costs, and create a thriving workplace culture.