Pilot Launched for New Duke HR Chatbot

Internal tool to assist employees in finding timely and accurate information

HR chatbot called "Ask CHRIS"

Duke Human Resources is introducing an HR chatbot called Ask CHRIS (Chat with HR Information Systems) designed to deliver timely and accurate answers to HR questions related to policies, benefits, programs, services, and resources.

The chatbot has undergone significant internal testing during the last several months and is being shared more broadly as part of a pilot project to identify potential areas for continued enhancement. 

“With thousands of pages of information on the Duke Human Resources website finding the answers to specific questions can be challenging, as evidenced by the 4,000 - 5,000 phone calls and 7,000 - 8,000 web searches HR receives each month,” said Antwan Lofton, Vice President for Human Resources. “The HR chatbot will curate information from a broad knowledge base to deliver timely and accurate answers to employee questions.”

The tool was developed in Microsoft Copilot in collaboration with the Office of Information Technology. Tracy Futhey, Vice President for Information Technology and Duke’s Chief Information Officer, cited the HR chatbot as one of several key projects launched in the last year for Duke’s broader AI initiative. 

“The chatbot integrates information from the HR website along with certain personnel data from Duke@Work,” Futhey said. “Because employees must log-in using their NetID credentials, the chatbot can also provide more specific results based on an employee’s work location, benefit status, and work anniversary.”

Off-site users not on the Duke network must be on the VPN to access and log-in to the HR chatbot. 

During the next couple months, Duke team members are invited to use and test the tool. Feedback can be provided directly through the tool and will be used to continue to refine responses and improve the chatbot. 

“We are excited to introduce this new tool and expect continued improvement with broader testing,” Lofton said, “but the chatbot is not a substitute for professional human resources advice. Users should confirm the accuracy of information before taking any action based on chatbot responses.”

Members of the Duke community can access a quick video that provides an overview of the Ask Chris chatbot functionality.