What HR Teams Need from AI (That They’re Not Getting)

Despite the hype around AI, many HR teams are still left wanting more, especially when it comes to benefits. The promises of predictive insights, personalized experiences, and workload reduction sound great in theory. Too often, AI solutions in practice have fallen short of expectations. 

Beneath the promise of automation and intelligence lie critical gaps — missed opportunities to truly support employees, ease administrative burden, and deliver strategic value. 

What HR leaders actually need from AI is clear: actionable insights, real-time responsiveness, and support that simplifies, rather than complicates, the benefits experience for both employees and administrators. Yet, on most platforms, what they get are dashboards full of data with little strategic guidance, rigid automation with no human safety net, and engagement tools that aren’t translating into action. 

Empyrean is a leader in developing and providing benefits administration technology that is setting a new standard for AI in HR. 

The Five AI Gaps HR Leaders Are Tired of Navigating 

Here are five common areas where expectations of AI by HR leaders continue to outpace delivery, and how Empyrean is bridging those gaps. 

1. Insight Without Action

HR teams don’t need more reports. They need direction. Many AI systems surface data but stop short of recommending next steps. Without context, a spike in FSA underutilization or a dip in preventive care engagement becomes just another number on a dashboard.

The evidence: A study by the AIHR Institute reveals that traditional employee surveys frequently fail to yield actionable insights. AI can process vast amounts of feedback in real time, offering valuable insights into employee sentiment and workplace culture, enabling HR to take informed actions promptly. 

Empyrean’s response: Our platform delivers AI-powered insights that go beyond observation. We help HR teams interpret trends, surface cost-saving opportunities, and understand which actions will move the needle on utilization, satisfaction, and ROI. 

2. Automation Without Humanity

Today’s AI tools often automate tasks. However, with benefits, employees need support that is both smart and ​​truly ​empathetic. In many cases, employees grappling with benefits-related topics want to feel cared for, not routed through a chatbot maze with no way out.

The evidence: According to a SHRM report, 35% of organizations believe that automation or AI lacks the "human touch." This highlights the importance of striking a balance between AI efficiency and human empathy in HR processes. 

Empyrean’s response: We combine AI-powered assistance with frictionless escalation to live experts. Employees can chat with our virtual assistant for quick answers and connect with a human when needed, without having to start over. 

3. Engagement Without Timing

It’s not enough to push benefits reminders during open enrollment. Employees need help when life happens, whether that’s having a baby, seeking mental health support, or picking up a prescription. Most AI platforms miss these moments entirely.

The evidence: A study by CultureMonkey emphasizes that AI can enhance employee engagement surveys by automating feedback analysis and providing deeper insights. This faster analysis enables HR to address issues promptly, ensuring that communications are timely and relevant. 

Empyrean’s response: We provide scalable communications and event-driven nudging. Our platform recognizes important care-related events in an employee’s life and supports segmented outreach to prompt employees with personalized actions. For example, helping them add a newborn to their benefits plan or find an in-network provider or explore ancillary benefits for specialized care. 

4. Personalization Without Relevance

Generic personalization, like autofilling the first name of each recipient in a mass email, doesn’t cut it anymore. HR leaders want AI tools that lead to better outcomes. Taking into account an employee’s life stage, job role, benefit utilization, and other factors can drive relevant communications that prompt more meaningful actions. The days of one-size-fits-all recommendations are over.

The evidence: Forbes reports that AI-driven personalization in HR transforms employee engagement by tailoring experiences through predictive analytics and real-time insights, ensuring that communications are both personalized and relevant. 

Empyrean’s difference: We deliver tailored communications and benefit suggestions based on participant preferences, health claims, and financially optimal actions. Whether it’s guiding a young employee toward HSA investment strategies or alerting them about an available supplemental payout for a recent accident injury, we make benefits interactions timely and valuable. 

5. Support Year-Round, Not Just During Enrollment

Too many platforms treat benefits as a once-a-year task. HR needs AI that supports their people throughout the year, not just for two weeks during open enrollment.

The evidence: A report from Mercer indicates that organizations are increasingly using AI for HR and benefits to gain deeper insights into their employee population. As a result, they’re creating more personalized benefit experiences and more effective engagement strategies throughout the year. 

Empyrean’s response: We’re activating benefits 365 days a year. From nudges for preventive and specialty care to triggers of errors in medical billing ​​and ​ongoing employer benefit campaigns, Empyrean keeps employees connected to their benefits throughout the year. 

A Smarter, More Human Approach to AI in Benefits 

What HR teams are really looking for is a platform that turns data into better outcomes, not just a static benefits module analyzer. They want and need technology and support that makes us feel like a partner, not a project or a shiny object. They want a platform that bridges technology with empathetic service and turns data into high-value employee support and confidence. 

At Empyrean, we call this benefits activation. It’s how we help employees take the best action at the right time. It’s also how we help HR leaders turn the burden of benefits complexity into a business advantage. 

This is what AI in HR and benefits should be. This is Empyrean.