How GenAI Can Cut Oracle HCM Support Tickets By 50% In Local Councils

Generative AI refers to a class of artificial intelligence that can generate human-like text and understand natural language. These models are trained on vast amounts of data, enabling them to simulate conversation, interpret user intent, and create responses that feel intuitive and helpful.

In the context of Oracle HCM, GenAI transforms how support is delivered. Instead of relying solely on helpdesk teams or HR staff to answer every question manually, GenAI solutions can offer direct assistance to users by responding to questions, helping them navigate complex workflows, and surfacing relevant information. This allows routine tasks to be handled instantly, while more complex support issues are intelligently routed to the right team members.

For organisations using Oracle HCM Cloud, particularly in the public sector, the value lies in improved efficiency and reduced operational load. With GenAI, councils and institutions can reduce support backlog, maintain service level agreements, and deliver a consistent, reliable experience to end users — even during peak periods.

Oracle HCM is powerful, but its depth can be a double-edged sword. Councils, universities, and healthcare organisations often deal with hundreds of user roles, each with different permissions, workflows, and support needs. What seems like a simple issue — such as a missing payslip or incorrect leave balance — can trigger a chain of support interactions that consume hours of effort.

Employees across departments submit similar tickets daily, whether they're seeking help with policy interpretation, logging into self-service, or fixing payroll discrepancies. Even though many of these queries have standard answers, they still generate tickets that require a human to read, respond, and close them. This repetitive workload takes time away from high-value support work and strategic HR projects.

Moreover, many public organisations lack the resources to maintain large IT or HR support teams. As a result, tickets pile up, employees grow frustrated, and service quality suffers. GenAI addresses this issue directly by handling routine tickets autonomously and ensuring that complex cases are prioritised correctly.

One of the most immediate ways GenAI can reduce support ticket volumes is by introducing AI-powered chatbots. These chatbots act as digital assistants for users, answering frequent questions and guiding them through processes without human intervention.

In local councils and public bodies, employees often face simple yet time-sensitive questions about payslip access, leave policies, expense claims, or benefits enrolment. A GenAI chatbot can respond to these questions instantly, using up-to-date information from the Oracle HCM system and internal HR policies.

Unlike static FAQs or long policy documents, AI chatbots provide dynamic, conversational assistance that adapts to the user’s question. Whether an employee is accessing the chatbot via a web portal or Microsoft Teams, the interaction feels fast, personal, and accurate. This drastically reduces the number of tickets reaching support desks.

Chatbots also operate 24/7, making them especially useful for healthcare and education workers with irregular schedules. In councils where ticket queues typically grow over weekends or during payroll periods, chatbots can help flatten these peaks by resolving inquiries as they arise.

Even when a question requires human attention, GenAI still plays a crucial role. Natural Language Processing (NLP) allows AI systems to read and interpret ticket content, extracting the underlying intent and urgency of the request.

Traditionally, when a ticket is submitted, it’s manually read by someone who must determine the category, assign it to the right team, and prioritise it. This manual triage is prone to error and creates unnecessary delays. A misrouted ticket might sit in the wrong queue for days before being noticed.

GenAI changes this by automating the triage process. As soon as a ticket is submitted, the AI analyses the language used, identifies the likely issue, and routes it directly to the correct group — whether it’s payroll, benefits, onboarding, or technical support.

The result is faster resolution times and better workload distribution. Tickets get to the right people sooner, while HR and IT staff are freed from repetitive sorting tasks. For large organisations with thousands of employees, this leads to dramatic efficiency gains and a smoother user experience.

Another critical advantage of GenAI is its ability to summarise and contextualise large knowledge bases. Most public organisations already have HR policies, user manuals, and how-to documents — but employees rarely use them. These documents are long, hard to search, and filled with legal or technical jargon.

When employees can't find what they need, they open a ticket. In some organisations, 30% of support tickets could be avoided if employees could simply access and understand the information that already exists.

GenAI solves this by creating a conversational interface on top of your knowledge base. Instead of browsing through folders or reading a 40-page PDF, a user can ask a simple question and receive a summarised, relevant response within seconds.

For example, if an employee asks, "What’s the paternity leave policy for part-time staff?" the GenAI assistant can read the relevant policy document, extract the correct information, and respond with a clear answer. This not only reduces ticket volumes but also encourages self-service adoption across the organisation.

In practice, these solutions deliver measurable results. A local authority in the UK recently implemented GenAI tools to manage Oracle HCM support across payroll and leave management. Within three months, routine ticket volume dropped by nearly half. Employee satisfaction scores improved due to faster, more reliable responses, and support staff were able to focus on process improvements instead of firefighting.

A healthcare provider in the US used GenAI to handle complex shift-related payroll issues. During high-pressure periods, such as end-of-month or holidays, the system helped prioritise critical tickets, ensuring that payroll disputes were resolved before they became compliance issues.

In higher education, universities with thousands of staff and adjunct faculty have seen onboarding and recruitment-related tickets drop significantly after implementing summarised GenAI help assistants for HR portals.

These results aren’t isolated. Across the public sector, GenAI is consistently reducing support workloads, improving resolution speed, and enhancing user confidence in the Oracle HCM system.

FirstCron specialises in combining Oracle ERP expertise with next-generation AI solutions for the public sector. We understand the complexity of government, education, and healthcare environments and how Oracle HCM operates within those systems.

Our team works closely with clients to design, deploy, and optimise GenAI-powered support tools that match your unique workflows, policies, and compliance requirements. We don’t offer off-the-shelf chatbots — we build purpose-driven automation that integrates seamlessly with your existing Oracle HCM architecture.

From chatbot deployment and NLP triage setup to knowledge base ingestion and employee training, FirstCron provides full-cycle delivery and long-term support. We also ensure that all AI tools comply with regional data privacy laws, such as GDPR or HIPAA.

For public sector organisations using Oracle HCM Cloud, the cost of inefficient support is no longer acceptable. Employee expectations are rising, budgets remain tight, and service quality is under constant scrutiny. Generative AI provides a timely and powerful way to transform the support model.

By leveraging AI chatbots, smart ticket triage, and knowledge base summarisation, councils and public institutions can reduce ticket volumes by 50% or more. This frees up HR and IT staff to focus on value-added work, accelerates issue resolution, and improves the user experience across the board.

With FirstCron as your implementation partner, you gain not just AI tools — you gain a strategic advisor with deep Oracle HCM knowledge and proven public sector experience. We help you design an AI support strategy that’s scalable, secure, and aligned with your mission.