Chatbots vs. AI Agents in HR: Real Use Cases, Tools, and How to Choose

As companies grow, HR and People Operations teams face mounting challenges: more employees, more systems, and an ever-increasing volume of inquiries and tasks. Routine questions about PTO policies or benefits enrollment can overwhelm HR staff, while complex processes like onboarding or compliance tracking demand significant time and coordination. Hiring additional personnel to manage repetitive tasks isn’t always practical, and neglecting these responsibilities risks errors, delays, and frustrated employees.

Artificial intelligence offers a solution by streamlining HR operations, reducing manual workloads, and enhancing employee experiences. Two AI tools stand out for HR applications: chatbots and AI agents. While both leverage natural language processing (NLP) to interact with employees, they serve distinct purposes. Chatbots excel at answering questions, while AI agents automate multi-step workflows. Jotform’s AI Agents, ChatGPT Enterprise, Moveworks, and other tools like ServiceNow and Workato provide tailored solutions for HR workflows, from answering FAQs to automating onboarding.

This article explores the roles of chatbots and AI agents in HR, with a focus on the capabilities of Jotform’s AI Agents, ChatGPT Enterprise, Moveworks, ServiceNow, and Workato. We’ll cover their applications, benefits, limitations, and real-world examples, supported by insights from recent sources. These tools empower HR teams to scale efficiently while prioritizing employee satisfaction.

Chatbots vs. AI Agents: Understanding the Difference

Chatbots provide quick, conversational responses to employee inquiries, acting as a digital front desk. AI agents, like Jotform’s AI Agents or Moveworks’ AI Assistant, go further by executing tasks, automating workflows, and integrating with multiple systems. Here’s how they compare:

Chatbots: Instant Answers for Employees

Chatbots are designed to handle FAQs and guide employees through simple processes. Integrated into platforms like Slack or company intranets, they reduce ticket volumes by providing immediate, scalable support.

Key Features:

• Respond to common questions in real time
• Guide employees through basic HR processes
• Integrate with HR knowledge bases
• Reduce administrative burden on HR staff

Example Use Cases:

• “What’s the 2025 holiday schedule?”
• “How do I update my emergency contact?”
• “Where’s the link to the benefits portal?”

AI Agents: Automating HR Workflows

AI agents, such as Jotform’s AI Agents, ChatGPT Enterprise, or Moveworks, perform tasks autonomously. They can process form submissions, update systems, and manage complex workflows, making them ideal for multi-step HR processes. These tools combine NLP with system integrations to execute actions like updating HRIS records or routing tickets.

Key Features:

• Automate tasks across HRIS, payroll, and IT systems
• Handle multi-step workflows with minimal human intervention
• Provide personalized, context-aware responses
• Ensure data accuracy through real-time validation

Example Use Cases:

• Automating new hire onboarding across systems
• Updating employee records in HRIS and payroll
• Routing internal help desk tickets
• Collecting and analyzing employee feedback

Comparison Table:

Action	Chatbot	AI Agent (e.g., Jotform, Moveworks)
Responds to “How do I request PTO?”	✅ Provides policy details	✅ Submits PTO requests and updates systems
Answers “When is open enrollment?”	✅ Shares dates and links	❌ Doesn’t handle enrollment processes
Updates an employee’s address	❌ Provides instructions	✅ Syncs changes across HRIS, payroll, etc.
Onboards a new hire	❌ Shares checklists or links	✅ Automates account setup, forms, and tasks

When to Use Chatbots in HR

Chatbots are ideal for scenarios where employees need quick answers or guidance without requiring system updates. They serve as the first layer of support, reducing repetitive inquiries and freeing HR teams for strategic tasks.

1. Answering Repetitive Employee Questions

Employees frequently ask about:

• PTO balances
• Company holidays (e.g., “Is Juneteenth a paid holiday?”)
• Access to benefits or employee handbooks

Chatbots deliver instant responses by pulling from predefined scripts or knowledge bases, improving efficiency and employee self-service.

Recommended Tools:

• ChatGPT Enterprise: Customizable for HR FAQs with enterprise-grade security.
• Intercom: Seamless integration with internal platforms.
• Tidio: User-friendly for small businesses.
• Moveworks: Enterprise-grade for HR and IT support, leveraging ChatGPT’s LLM for conversational responses.

Example Spotlight: ChatGPT Enterprise

• Scenario: A 500-employee tech company uses ChatGPT Enterprise to handle FAQs like “How do I check my PTO balance?” The chatbot pulls data from the HRIS via API, delivering real-time responses in Slack.
• Outcome: HR ticket volume drops by 40%, saving 10 hours weekly for the HR team.

2. Guiding Employees Through Simple Processes

Chatbots can provide step-by-step guidance for processes like:

• Submitting expense reports
• Applying for learning stipends
• Reporting workplace concerns

By linking to SOPs or HR portals, chatbots ensure compliance without direct HR intervention.

Recommended Tools:

• ChatBot.com: Easy-to-build bots for employee guidance.
• ChatGPT Enterprise: Generates tailored instructions based on company policies.
• Tidio: Affordable for small teams.
• Moveworks: Guides employees through processes like expense submissions with integrated workflows.

Example Spotlight: Tidio

• Scenario: A small retail business with 50 employees uses Tidio to guide staff through expense report submissions. The chatbot provides a step-by-step guide and links to the expense form.
• Outcome: Employees complete submissions 30% faster, reducing HR follow-ups.

3. Preboarding and Day-One Orientation

Chatbots enhance new hire experiences by delivering:

• Welcome messages with company culture insights
• First-day schedules and instructions
• Equipment checklists
• HR portal login links

This ensures a smooth onboarding experience without overwhelming HR staff.

Recommended Tools:

• Talla: Specializes in onboarding and knowledge management.
• ChatGPT Enterprise: Generates personalized welcome messages based on role and department.
• Intercom: Personalized onboarding communications.
• Microsoft Copilot: Integrates with Microsoft 365 for seamless interactions.

Example Spotlight: Intercom

• Scenario: A mid-sized marketing firm uses Intercom to send automated welcome messages and day-one instructions to new hires via email and Slack.
• Outcome: New hires report a 25% higher satisfaction rate with their onboarding experience.

When to Use AI Agents in HR

AI agents are best for automating complex, multi-step processes that involve data updates or system integrations. Tools like Jotform’s AI Agents, Moveworks, ServiceNow, and Workato excel at executing tasks across HRIS, payroll, and IT systems.

1. Onboarding Automation

Onboarding involves tasks like:

• Creating accounts in HRIS, email, and collaboration tools
• Assigning checklists and training modules
• Scheduling manager check-ins
• Sending benefits enrollment forms

AI agents automate these steps, ensuring consistency and reducing manual effort.

Recommended Tools:

• Jotform AI Agents: No-code automation for form-based onboarding.
• Workato: Robust integrations for HR and IT workflows.
• Moveworks: Automates onboarding tasks across platforms like Workday and ServiceNow.
• ServiceNow HR Service Delivery: Enterprise-grade onboarding with comprehensive workflows.

Example Spotlight: Moveworks

• Scenario: Ciena, a global telecom company, uses Moveworks to automate onboarding, creating accounts in Workday, assigning training modules, and scheduling check-ins.
• Outcome: Approval times drop from 3 days to 30 minutes, enabling faster onboarding for 300+ new hires annually.

Example Spotlight: ServiceNow

• Scenario: A large financial institution uses ServiceNow to automate onboarding, integrating HRIS, IT, and payroll systems to set up accounts and assign tasks.
• Outcome: Onboarding time is reduced by 50%, with zero manual errors in account creation.

2. Employee Self-Service Updates

When employees update information like:

• Mailing addresses
• Banking details
• Preferred names or pronouns

AI agents can validate inputs, sync changes across systems, and send confirmations, reducing manual data entry.

Recommended Tools:

• Jotform AI Agents: Automates form-driven updates with integrations.
• Workato: Syncs employee data across HRIS and payroll platforms.
• ServiceNow: Comprehensive employee data management for enterprises.
• Moveworks: Updates personal information with enterprise-grade security.

Example Spotlight: Workato

• Scenario: A 200-employee startup uses Workato to automate employee address updates, syncing data between BambooHR and payroll systems.
• Outcome: Manual data entry is eliminated, saving 5 hours weekly and ensuring 100% data accuracy.

3. Internal HR Help Desk Routing

AI agents streamline help desk operations by:

• Routing tickets based on topic or priority
• Auto-responding to routine inquiries
• Escalating urgent issues to human agents

Recommended Tools:

• Jotform AI Agents: Form-based ticket routing and automation.
• Moveworks: AI-powered ticketing for HR and IT, resolving 73% of tickets autonomously.
• Jira + GPT Plug-in: Customizable for internal workflows.
• ServiceNow: Routes and escalates tickets with enterprise-grade analytics.

Example Spotlight: Moveworks

• Scenario: Databricks uses Moveworks’ R2DB agent to handle HR and IT tickets, answering over 3,500 questions weekly and routing complex issues to human agents.
• Outcome: Net Promoter Score (NPS) more than doubles, and 73% of tickets are resolved without human intervention.

Jotform’s AI Agents: A Game-Changer for HR Workflows

Jotform’s AI Agents stand out for their ability to combine form technology with advanced automation, making them uniquely suited for HR processes. Unlike traditional chatbots, Jotform’s AI Agents interpret form submissions, execute tasks, and integrate with tools like Google Calendar, Slack, and HRIS platforms. With over 7,000 customizable templates, they cater to diverse HR needs, from onboarding to feedback collection.

Key Features of Jotform’s AI Agents

• No-Code AI Form Builder: Create forms and agents from plain English prompts (e.g., “Build an onboarding form for new hires”).
• Smart Form Interpretation: Analyzes submissions to trigger context-aware actions, such as routing data or sending notifications.
• Automated Workflows: Handles tasks like scheduling, data validation, and system updates without manual intervention.
• Multi-Channel Support: Operates across web, mobile, Slack, WhatsApp, and more, ensuring accessibility.
• Customizable Behavior: Tailors agent responses, tone, and appearance to align with company branding.
• Real-Time Data Validation: Ensures accurate form inputs, reducing errors in HR data.
• Seamless Integrations: Connects with Google Workspace, Slack, and HRIS platforms for end-to-end automation.
• Security Compliance: Adheres to GDPR and HIPAA (via Google’s Gemini Models for HIPAA-compliant accounts), ensuring data privacy.

Jotform AI Agent Use Cases in HR

1. Onboarding Automation
   • Example: A new hire submits an onboarding packet (emergency contacts, payroll info, tax forms). Jotform’s AI Agent collects responses, validates data, routes information to HRIS and IT systems, schedules orientation sessions, and sends reminders via Slack.
   • Outcome: Reduces manual data entry by 80%, ensures compliance, and speeds up onboarding by 2 days.
2. Employee Feedback Collection
   • Example: An AI Agent collects performance review feedback via forms, analyzes responses for sentiment, and generates summaries for managers.
   • Outcome: Cuts feedback analysis time by 50% and provides actionable insights for managers.
3. Internal Request Management
   • Example: Employees submit equipment requests via a form. The AI Agent routes requests to IT, triggers approvals, and updates inventory systems.
   • Outcome: Eliminates back-and-forth, fulfilling requests 30% faster.
4. Compliance and Policy Updates
   • Example: An AI Agent distributes policy acknowledgment forms, tracks completions, and sends reminders for non-compliant employees.
   • Outcome: Achieves 100% compliance tracking with zero manual follow-ups.

Why Jotform Excels:

• No-Code Accessibility: HR teams can build and deploy agents without technical expertise.
• Scalability: Handles growing workloads, from 100 to 10,000 interactions, across pricing plans (Free to Enterprise).
• Data Privacy: Uses secure, GDPR-compliant infrastructure and HIPAA-compliant options for sensitive data.
• Cost-Effective: Free plan includes 5 agents and 100 monthly conversations; paid plans start at $34/month for 25 agents and 1,000 conversations.

Limitations:

• Form-Centric Design: Best suited for workflows involving forms; less effective for non-form tasks.
• Learning Curve: Advanced automation may require time to master.
• Internet Dependency: Requires stable connectivity for cloud-based operations.

ChatGPT Enterprise: Powering HR with Conversational AI

ChatGPT Enterprise, developed by OpenAI, is a conversational AI platform with enterprise-grade security and advanced analytics, making it ideal for HR teams handling large-scale tasks. With over 300 million weekly users as of December 2024, it’s a leading choice for automating repetitive HR tasks and analyzing employee data.

Key Features of ChatGPT Enterprise

• Advanced NLP: Generates human-like responses for complex HR queries.
• Enterprise Security: SOC 2 compliance and data encryption protect sensitive employee information.
• Custom Workflows: Supports tailored HR processes like drafting policies or surveys.
• Analytics Tools: Analyzes employee feedback and trends for data-driven decisions.
• Integrations: Connects with enterprise platforms like Workday via APIs.

ChatGPT Enterprise Use Cases in HR

1. Drafting HR Content
   • Example: An HR team uses ChatGPT Enterprise to generate personalized job descriptions and candidate emails based on role and seniority.
   • Outcome: Reduces content creation time by 60%, ensuring consistent messaging.
2. Employee Engagement Surveys
   • Example: ChatGPT Enterprise creates pulse survey questions tailored to company culture and analyzes responses for trends.
   • Outcome: Identifies key employee concerns 40% faster, improving engagement strategies.
3. Training Recommendations
   • Example: ChatGPT Enterprise suggests role-specific training programs based on employee skill gaps.
   • Outcome: Increases training completion rates by 20% with personalized guidance.

Why ChatGPT Enterprise Excels:

• Flexibility: Adapts to diverse HR tasks, from content creation to analytics.
• Scalability: Handles high query volumes for large organizations.
• Security: Enterprise-grade protections ensure compliance.

Limitations:

• Prompt Engineering: Requires expertise to optimize responses.
• Limited Actions: Focused on conversational tasks, not system-level automation.
• Cost: Pricing requires custom quotes, which may be high for small businesses.

Moveworks: Enterprise-Grade HR and IT Automation

Moveworks leverages ChatGPT’s LLM alongside its agentic AI platform to deliver real-time HR and IT support. It integrates with platforms like Workday, ServiceNow, and Salesforce, automating tasks and reducing ticket resolution times.

Key Features of Moveworks

• Agentic AI: Combines conversational AI with task execution across enterprise systems.
• Enterprise Integrations: Connects with Workday, Jira, and ServiceNow for seamless workflows.
• Ticket Resolution: Resolves 73% of HR and IT tickets autonomously.
• Analytics: Provides insights into employee queries and ticket trends.

Moveworks Use Cases in HR

1. PTO Request Automation
   • Example: An employee submits a PTO request via Slack. Moveworks processes the request, updates Workday, and notifies the manager.
   • Outcome: Reduces approval time from 2 days to 1 hour.
2. Policy Query Resolution
   • Example: Moveworks answers complex policy questions (e.g., “What’s the parental leave policy?”) by pulling data from HR knowledge bases.
   • Outcome: Cuts query resolution time by 50%.
3. Onboarding Task Automation
   • Example: Moveworks automates account setup and training assignments for new hires at a 1,000-employee company.
   • Outcome: Saves 15 hours per onboarding cycle.

Why Moveworks Excels:

• Enterprise Focus: Tailored for large organizations with complex systems.
• High Automation Rate: Resolves most tickets without human intervention.
• Scalability: Handles thousands of weekly queries.

Limitations:

• Cost: Enterprise-only pricing is expensive for smaller firms.
• Complexity: Requires integration setup for full functionality.
• Specialization: Primarily focused on HR and IT, less versatile for other functions.

ServiceNow: Comprehensive HR Service Delivery

ServiceNow HR Service Delivery is an enterprise-grade platform that automates HR workflows, integrating with HRIS, IT, and payroll systems. It’s designed for large organizations seeking end-to-end automation and analytics.

Key Features of ServiceNow

• Comprehensive Workflows: Manages onboarding, offboarding, and employee updates across systems.
• AI-Driven Case Management: Routes and resolves HR cases with intelligent automation.
• Analytics Dashboard: Tracks HR metrics like case resolution time and employee satisfaction.
• Integrations: Connects with Workday, SAP SuccessFactors, and other enterprise platforms.

ServiceNow Use Cases in HR

1. Case Management Automation
   • Example: A 5,000-employee company uses ServiceNow to route HR cases (e.g., benefits inquiries) to the right team based on topic and urgency.
   • Outcome: Reduces case resolution time by 60%.
2. Offboarding Automation
   • Example: ServiceNow automates offboarding by deactivating accounts, collecting assets, and conducting exit interviews via forms.
   • Outcome: Ensures 100% compliance with offboarding protocols.
3. Compliance Tracking
   • Example: ServiceNow tracks mandatory training completions and sends automated reminders.
   • Outcome: Achieves 95% training compliance within deadlines.

Why ServiceNow Excels:

• Enterprise-Grade: Ideal for complex, multi-system environments.
• Robust Analytics: Provides deep insights into HR operations.
• Scalability: Supports thousands of employees and processes.

Limitations:

• Cost: High pricing limits accessibility for smaller firms.
• Complexity: Requires significant setup and training.
• Customization: May need IT support for advanced configurations.

Workato: Flexible HR and IT Integrations

Workato is a powerful automation platform that connects HRIS, IT, and payroll systems, enabling seamless data flows and task automation. It’s ideal for mid-sized to large organizations seeking flexible integrations.

Key Features of Workato

• Robust Integrations: Connects with over 1,000 apps, including BambooHR, Workday, and Slack.
• Workflow Automation: Automates multi-step processes like onboarding and data updates.
• Custom Recipes: Allows tailored automation workflows without coding.
• Real-Time Sync: Ensures data consistency across systems.

Workato Use Cases in HR

1. Payroll Sync Automation
   • Example: Workato syncs employee banking updates between BambooHR and ADP in real time.
   • Outcome: Eliminates manual payroll updates, saving 8 hours weekly.
2. Onboarding Workflow Automation
   • Example: Workato automates onboarding by creating accounts, assigning tasks, and notifying managers via Slack.
   • Outcome: Reduces onboarding time by 40%.
3. Employee Data Updates
   • Example: Workato updates employee records across HRIS and IT systems when an employee submits a change request.
   • Outcome: Ensures 100% data accuracy with zero manual effort.

Why Workato Excels:

• Flexibility: Supports custom workflows for diverse HR needs.
• Scalability: Handles growing data and system complexity.
• No-Code: Accessible to HR teams without coding expertise.

Limitations:

• Learning Curve: Advanced workflows require initial setup time.
• Cost: Subscription pricing may be high for small businesses.
• Dependency: Relies on stable app integrations for performance.

Tool Comparison: Choosing the Right Solution

Tool	Best For	Chatbot / Agent	Strengths	Limitations
Jotform AI Agents	Form-based HR workflows	AI Agent	No-code, scalable, multi-channel support	Form-centric, learning curve
ChatGPT Enterprise	Custom FAQ bots, analytics	Both	Flexible, secure, scalable	Prompt tuning, limited actions
Moveworks	HR + IT helpdesk	Both	Enterprise-grade, high automation rate	Expensive, complex setup
Tidio	Quick onboarding Q&A	Chatbot	Easy setup, affordable	Limited workflow logic
Workato	HRIS/IT automation	AI Agent	Flexible integrations, no-code	Steep learning curve, cost
ServiceNow	Full HR delivery	AI Agent	Comprehensive, enterprise-grade	High cost, complex setup

Best Practices for Implementing AI in HR

1. Start with Pain Points
   Identify repetitive tasks (e.g., FAQ responses, onboarding forms) and deploy tools like Jotform’s AI Agents or Moveworks to address them.
2. Define Clear Workflows
   Map out processes before automating to ensure tools like ServiceNow or Workato execute tasks accurately.
3. Ensure Data Security
   Use GDPR- and HIPAA-compliant tools like Jotform and ChatGPT Enterprise for sensitive employee data.
4. Communicate Transparently
   Inform employees about AI usage and provide escalation paths to human support to build trust.
5. Monitor and Optimize
   Use analytics from Jotform, Moveworks, or ServiceNow to review performance and refine workflows.

Tailoring AI to Company Size

Company Size	Best Chatbot Use	Best AI Agent Use
50–100	FAQ bot, handbook bot	Jotform AI Agents for onboarding and feedback forms
100–300	Help desk routing, policy Q&A	Jotform + Workato for multi-system automation
300+	Scheduling, compliance Q&A	Moveworks + ServiceNow for enterprise workflows

The Future of AI in HR

As HR complexity grows, chatbots and AI agents like Jotform’s AI Agents, ChatGPT Enterprise, Moveworks, ServiceNow, and Workato offer scalable solutions. Chatbots handle communication, while AI agents execute workflows, integrating seamlessly with existing systems. By automating repetitive tasks, these tools free HR teams to focus on strategic priorities like talent development and employee engagement.

Jotform’s AI Agents are a standout for form-driven workflows, offering no-code automation and multi-channel support. ChatGPT Enterprise excels in conversational tasks and analytics, while Moveworks and ServiceNow dominate enterprise-grade automation. Workato provides flexible integrations for mid-sized firms. Start small with a free plan from Jotform or ChatGPT, and scale with tools like Moveworks or ServiceNow as your needs grow.

Next Steps: Explore Jotform’s AI Agents at jotform.com/ai/agents, ChatGPT Enterprise at openai.com/enterprise, or Moveworks at moveworks.com to transform your HR operations.