BDO Colombia improves payroll efficiency with AI in HR operations

BDO Colombia, part of a global network operating in 164 countries with over 950 employees, has overhauled its payroll and finance processes using Microsoft Copilot Studio and Power Platform.

The internal virtual assistant, BeTIC 2.0, now centralises and automates key tasks, reducing operational workload by 50% and optimising 78% of internal processes.

The firm faced challenges with manual procedures, process traceability, and multiple communication channels that slowed response times and caused errors.

According to Luis Montenegro, Payroll Manager at BDO Colombia, “BeTIC 2.0 allowed us to simplify request management and offer an agile and intuitive experience. Previously, the team managed multiple communication channels, which led to errors and stress. Now, we have reduced the operational workload by 50%, enabling us to focus on higher-value tasks for the firm.”

Senior Manager of Innovation and Digital Transformation, Ivan Darío Niño Alfonso, said the tool was designed to empower employees while maintaining security and privacy. Since launch, BeTIC 2.0 has handled over 1,700 requests with 99.9% accuracy, significantly freeing the finance and payroll team to focus on strategic activities, including developing 25 new payroll update services.

The virtual assistant operates 24/7, providing employees autonomy to resolve queries and track requests, improving satisfaction and operational efficiency.

Deisy Milena Cuevas, Senior Manager of BSO, commented, “Before BeTIC 2.0, frequent queries and help desk cases overwhelmed the team. With its implementation, cases decreased by 50%, freeing up time for strategic tasks and improving service quality.”

BDO now plans to expand BeTIC 2.0 across nine countries in the Americas, targeting 2,500 users, while integrating advanced generative AI capabilities to provide more personalised responses.

Explore how AI can redefine your HR strategy and employee experience in the full story.