International Journal of Science, Engineering and TechnologyAuthors: Kranthi Kumar Routhu
Abstract: The HR help desk has traditionally operated as a reactive, ticket-driven function, often hindered by slow response times, manual misrouting, and fragmented knowledge repositories that frustrate employees and burden HR staff. Advances in natural language processing (NLP) and conversational AI are transforming this paradigm into one of proactive, employee-centric service delivery, where queries can be understood in context, routed accurately, and resolved efficiently across multiple channels. Within this landscape, Oracle Cloud’s HR Help Desk and Digital Assistant (ODA) stand out by embedding conversational workflows, intelligent ticket classification, and knowledge-driven escalation mechanisms directly into the HCM ecosystem, enabling seamless integration with payroll, benefits, and talent processes. This paper traces the evolution of help desk automation from static, rule-based models to deep learning architectures and contextual NLP, positioning Oracle’s innovations as a critical inflection point. We argue that conversational AI in HR is no longer a peripheral convenience but a strategic enabler of engagement, trust, and organizational agility in the digital era
DOI: http://doi.org/10.5281/zenodo.17291857
