Reducing Payroll Response Times by 20% with AI-Powered Drafting
“Wayside makes it easier to be accurate and efficient. The more we use it, the better it’s going to get.”
— Becky Jacobs, Director of Payroll Operations, Infiniti HR
Infiniti HR supports over 23,000 worksite employees and processes payroll for 1,000+ clients in a fast-paced, service-heavy environment. Their payroll team handles continuous payroll cycles alongside a constant stream of client and employee inquiries.
To improve efficiency and maintain service quality at scale, Infiniti HR partnered with Wayside to automate repetitive payroll workflows without adding headcount.
The Problem
Infiniti HR’s payroll team spends a significant portion of its day responding to repetitive inquiries, including W-2 requests, pay stub questions, and PTO balance lookups. These requests require both speed and accuracy, often pulling specialists away from higher-value work.
With payroll running every day of the week, the workload is constant and time-sensitive.
“We pay people every day… it never stops. We're always doing something.”
The team needed a way to reduce manual effort, improve response times, and scale operations without increasing staffing.
The Solution
Infiniti HR implemented Wayside’s AI drafting to automate email responses using internal SOPs and real-time data from PRISM. This allowed the team to standardize responses while reducing the time spent manually researching and writing replies.
Wayside:
- Reads inbound emails
- Generates draft responses using SOPs
- Pulls accurate data (e.g., PTO balances)
- Allows payroll specialists to review and send
Implementation
The rollout was fast and required minimal internal effort, largely due to Infiniti HR’s existing SOP infrastructure. Because processes were already well-documented, the team was able to quickly train the system and start seeing value.
- <10 hours of internal time required
- Live within 4 weeks
- Leveraged existing SOPs for immediate impact
Results
Within the first four weeks, Infiniti HR saw meaningful improvements across efficiency and response performance. By automating repetitive inquiries, the team was able to reclaim time while maintaining accuracy.
20% decrease in response time for pilot users
Faster turnaround across payroll-related inquiries
34.5% of inquiries automated
Tier 0 and Tier 1 requests handled by Wayside
40+ hours saved
Manual workload reduced for a single department over a 6-week period
Why It Worked
Infiniti HR was well-positioned to adopt AI due to its strong operational foundation and team mindset. The combination of structured SOPs and a receptive team enabled fast adoption and early success.
Strong SOP foundation
Well-documented processes made AI outputs reliable from day one
Immediate value use case
High-volume email workflows were ideal for automation
Team readiness
The team was already familiar with AI tools and open to adopting new technology
What’s Next
Infiniti HR is now exploring expanding Wayside beyond drafting into workflow automation. This includes automating one-off system changes such as bonus entries and deduction setup.
These workflows are expected to eliminate manual data entry, improve accuracy, and introduce an additional layer of validation across payroll processes.