TLDR: MiHCM has launched an AI-powered support agent designed to provide 24/7, real-time, and human-like assistance to its customers. Leveraging AI agentic frameworks and large language models, this solution aims to efficiently handle queries, resolve issues, and integrate with existing support portals for seamless human escalation. The rollout began on March 1, 2025, for selected customers, with general availability starting April 1, 2025.
MiHCM, a prominent HR tech leader, has announced the release of its new AI-powered support agent, marking a significant advancement in transforming customer support workflows. The announcement was made during the Microsoft AI tour in Singapore on March 19, 2025. This innovative agent is built upon an AI agentic framework and utilizes large language AI models to deliver a highly adaptable and near-human chat experience.
The primary goal of the 24/7 support agent is to enhance user experience by efficiently and effectively addressing customer queries and resolving issues around the clock. It is designed to comprehend natural language requests, pinpoint problems, and provide comprehensive solutions promptly. For complex or unresolved issues, the AI agent seamlessly integrates with the MiHCM support portal, ensuring timely human intervention when necessary.
Harsha Purasinghe, CEO of MiHCM, emphasized the strategic importance of this launch, stating, “The launch of our agentic AI-powered MiHCM support agent marks a significant milestone in our commitment to delivering outstanding support to all our customers. By leveraging cutting-edge AI and natural language processing, we are ensuring that our clients receive instant, accurate, and human-like assistance around the clock.” He further added that MiHCM plans to continuously improve the agent’s capabilities through regular updates and fine-tuning.
Unlike traditional digital agents that often rely on rigid, programmed conversations, MiHCM’s new agent can effortlessly decipher natural language queries and engage in dynamic conversations to identify and address customer problems. This capability aims to eliminate the common frustrations associated with automated support systems. The agent has been extensively trained on MiHCM’s existing knowledge base to provide personalized responses and is also being prepared for future enhancements, including the introduction of training scripts.
The phased rollout of the AI-powered support agent commenced on March 1, 2025, for a select group of customers, with full availability for all MiHCM clients scheduled for April 1, 2025. MiHCM has been a key player in digital HR and work tech solutions since 2017, serving over 1,000 companies across 22 countries in various sectors, including Banking and Finance, Technology, Manufacturing, Telecommunication, and Diversified Groups.
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This move by MiHCM aligns with broader industry trends where AI agents are increasingly reshaping enterprise workflows. According to Gartner, by 2026, 80% of enterprises are expected to adopt AI APIs and agent-based systems to manage business processes. These intelligent software systems are designed for autonomous task execution, learning, and decision-making with minimal human intervention, offering enhanced autonomy, better natural language understanding, seamless integration, and real-time decision-making capabilities. Companies adopting these technologies early are poised to gain a significant competitive advantage in optimizing business processes and improving human-machine collaboration.
