On December 12 this year, ERP Today will hold the inaugural Mastering ERP conference at the Park Plaza London Riverbank. The unique one-day summit brings ERP and AI professionals together with top experts to collaborate on best practices for innovating core ERP applications using artificial intelligence. One of those experts is Nadja Andersen, VP, solution strategy & innovation for Kelly Services, an HR consulting services company specializing in connecting STEM candidates with employers.
ERP Today’s editor-in-chief Giacomo Lee sat down with Nadja for a preview of her Mastering ERP session. As ERP insiders will learn with her talk, before you can embark on the journey to enable AI in your ERP landscape, it’s critical to understand the road ahead. Andersen dives into key AI concepts, emerging trends, and essential terms ERP Insiders need to know for a successful adoption into their organization – in other words, how to set the stage so you’re prepared before you get too far down the automation road.
Giacomo Lee [GL]: What AI insights will you have regarding for ERP and HCM users at Mastering ERP 2024?
Nadja Andersen [NA]: The talk will offer universal insights applicable to any ERP environment. AI in ERP, as we’ll discuss, extends beyond HCM with applications, for example in finance (e.g., invoice processing with Optical Character Recognition, or OCR) and procurement (e.g., predictive order recommendations via ML). By delving into some of these use cases, I’m hoping ERP users across industries can see the value of AI in their respective environments.
GL: Do you agree that HCM seems to be leading on the generative AI (GenAI) front for enterprise tech with more visible use cases already in action?
NA: Yes, HCM does seem to be at the forefront of GenAI adoption, thanks to visible use cases in recruitment, onboarding and workforce management. The staffing industry’s unique demands for quick, personalized responses lend themselves to AI-powered solutions and many HCM systems now feature integrated AI capabilities, like talent sourcing, skill matching and chatbot-led inquiries
GL: What learnings have peers shared with you regarding AI implementation and ethical use plus innovation?
NA: Peers have emphasized the balance of innovation with ethics in AI implementation. Many highlight the need for transparency and have serious concerns around AI in decision-making – building trust is a difficult process. Ethical considerations, like mitigating bias and ensuring privacy, are central and companies often see a cultural shift where ethical AI usage aligns with corporate values. Implementing feedback loops has been a common practice, where peer insights and real-world data continuously improve AI systems while addressing ethical concerns.
GL: How important is intentional design here?
NA: Intentional design is crucial in AI development, guiding AI’s purpose and applications with a “North Star” that prioritizes human benefit. At Kelly, this involves ensuring that AI elevates rather than replaces human roles, focusing on providing tools that support job seekers and companies alike.
GL: How is AI being used to improve customer experience (CX)?
NA: AI is reshaping CX by automating processes and enhancing personalization. At Kelly, for example, AI-driven tools like NLP-based chatbots assist in training, job spec creation, and supporting candidates with resume optimization. By simplifying these processes, AI enables faster, more tailored interactions with candidates and clients, ultimately making the recruitment journey smoother. Looking at uses within ERP systems, AI can help improve CX through predictive rate analysis, chatbots, document summaries and fraud detection, providing responsive, data-informed interactions that meet customer needs dynamically.
GL: What will your presentation explore regarding request for proposal (RFP)?
NA: We’ll touch on AI’s role in RFP responses. Across industries, I have received varying reactions on using AI to respond to RFPs. I don’t want to give to much away ahead of time as I am very curious about people’s perceptions and looking forward to a frank discussion on the pros and cons at Mastering ERP.
Register here for Mastering ERP, taking place in London on December 12, 2024. The conference will be a companion event to The ERP Today Awards 2024 evening celebration at the same venue of the Park Plaza London Riverbank, offering a learning and discussion-based summit delivering the critical information and key connections ERP Insiders need to plan and execute their AI in enterprise resource planning projects for 2025 and beyond.
