Are you ready for the AI-powered HR revolution?
According to Zendesk’s latest research, 2025 marks the turning point where forward-thinking HR teams begin transforming how they serve employees. And by 2028, nearly every HR touchpoint—from answering a question to anticipating a need—will involve artificial intelligence.
At Gravity CX, we help organisations prepare for this shift using Zendesk's powerful support tools. If you're in HR, you won’t want to miss this moment.
What’s changing?
Zendesk surveyed 600 HR leaders and 800 employees in late 2024, uncovering three powerful trends shaping the future of employee service:
1. Employees Expect 24/7 Support—And AI Delivers
More than half of employees feel HR isn’t available when they need them most. They want fast, seamless answers—just like they get from customer service chatbots.
🔍 By 2028, 90% of HR leaders expect employees will interact with AI first before speaking to a human. AI is already helping teams manage repetitive questions and guide employees to helpful content without delay.
2. Personalisation Builds Trust
While AI handles the basics, personalisation is where it wins hearts.
62% of employees want more personalised HR support based on their individual circumstances—and 91% of HR leaders believe top companies will deliver it using AI.
🎯 Imagine an AI agent that knows your role, location, and benefits eligibility—and responds accordingly. That’s not a future dream. It’s happening now.
3. From Reactive to Proactive Support
HR’s not just about answering questions anymore. It’s about solving problems before they happen.
📅 AI can remind employees to renew credentials, complete open enrollment, or book time off before deadlines pass—boosting efficiency and satisfaction across the board.
Want the full breakdown?
Zendesk’s VP of People Operations, Mariah Schuknecht, shares how AI will completely reshape employee service over the next three years. The full report includes detailed stats, insights, and case studies from leading organisations like Dutch Bros Coffee.
👉 Get your free copy of the guide:
“Three Ways AI Will Reshape HR by 2028”
Why Gravity CX?
We’re Zendesk specialists helping HR leaders adopt AI-powered tools with confidence. From self-service portals to intelligent agents, we design support systems that empower employees and HR teams.
Let’s build the future of employee service together.
Learn more about Gravity CX →
