What happens when cutting-edge technology meets the human heart of employee experience? At this year’s Employee Engagement Summit, attendees found out firsthand during one of the most talked-about sessions on the main stage: AI Powered‑ Employee Service – Leveraging AI to Transform HR Service Delivery. This energising talk explored how artificial intelligence can elevate HR support, not just for operational efficiency, but for a more meaningful and connected workplace culture. If you missed it live, the podcast replay is one you’ll want to prioritise – expect bold ideas, realworld‑ insights, and a glimpse into the future of employee engagement.
Darren Parker, Regional Vice President for Customer Success at Zendesk, opened the session with a challenge to rethink what “employee service” really means. For Darren, it’s far more than a support function – it’s a key driver of engagement, retention, and organisational belonging. When employees get quick, effective responses to their needs, they feel seen and respected. That emotional connection fuels motivation and loyalty, especially when times get tough.
He also addressed the reality many HR and people teams face: growing demands, dispersed workforces, and the expectation that internal services should rival consumer‑grade experiences. Darren revealed how Zendesk’s Employee Service Suite, powered by AI, brings this vision to life. Purpose‑built for HR, the platform blends automated workflows, next‑generation knowledge management, and multichannel communication to make help faster and more intuitive. A standout feature – the Resolution Platform – aligns cost directly to successful outcomes, ensuring investment is tied to measurable value.
Next to take the stage was Ona Morris, Zendesk’s Solutions Consultant, who brought it all to life with implementation stories from the field. Ona introduced the idea of the “super worker”, a term coined by Josh Bersin, explaining how AI liberates people from repetitive tasks and empowers them to focus on creative, human‑centred work. She reminded us that automation isn’t about replacing people; it’s about giving them back time to connect, collaborate, and innovate.
Ona’s core advice? Start with the “why”. Before diving into tools and features, organisations should be crystal clear on what problem they’re solving and what success will look like. Without that purpose, even the most advanced technology risks becoming just another system. Her message resonated strongly across the room – HR reinvention begins with intention.
The session closed on an uplifting note: AI can – and should – support the people-first ethos that underpins great workplaces. By automating the mundane, we create space for more genuine human moments.
Want to hear the full conversation, including stories from real-world HR transformations? Tune into the session podcast and discover how AI is reshaping the future of employee engagement – one meaningful interaction at a time.
To register your interest for the 2026 Engage Employee Summit click here: https://www.engageemployee.com/engage-employee-summit-registration