Ulta offloaded routine HR tasks like W-2 checks to AI bots
Rachel Williamson · How A Beauty Company Built An AI Agent — With Rachel Williamson and Josh Siebert · Jun 8, 2026 · at 12:29
Rachel Williamson, VP of People Strategy at Ulta Beauty, details how the company chose which HR tasks to automate using ServiceNow AI agents.
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“So we looked at my team's Like, top contact drivers, and we did go through that list and determined, you know, just that conversation of what are we comfortable with completely, you know, offloading to a bot? What do we think is so benign that we're okay with? And they're simple things like updating my address, updating my preferred name, updating checking on my W-II status, things like that.”
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