What happened
UKG's Chief Information Officer, Prakash "PK" Kota, has overseen the launch of 387 internal AI applications from over 1,400 employee ideas since joining in April 2025. Employees have also created more than 12,000 AI agents across Microsoft, Google's Gemini, and OpenAI's ChatGPT.
Why it matters
Kota says HR tech is "going to be a huge area of investment in every company" as AI reshapes work. UKG has measured that AI has added 8,500 hours in productivity each month, and the company has made ChatGPT Enterprise and Google's Gemini Enterprise available to all 14,000 employees.
What to watch
AI-enabled voice and chat agents now handle about 27% of customer inquiries autonomously at UKG. The company's leadership uses a "T3" concept—talent, tools, and tokens—to guide AI adoption spending, with no standard rule for divisional token spend.
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Prakash Kota joined UKG in April 2025 after a seven-year stint as CIO at Autodesk. His first major project was addressing delayed IT integration from the 2020 merger between Kronos and Ultimate Software. Within his first 90 days, he centralized the technology department, and after six months, consolidated software to Microsoft and Salesforce.
UKG's customer service AI agents have created about 300 "case studies" that summarize newly learned issues. Propensity AI models use 300 unique signals to predict customer buying interest. Kota measures success through product features bought, customer sentiment, and upselling, not just coding output.
The broader context shows HR leaders struggle with AI-era workforce planning. Only 11% of HR professionals have strategic workforce plans extending beyond three years, according to a McKinsey study. Job listings mentioning AI are growing almost eight times faster than the total employment market, per PwC.
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