RUN Powered by ADP® Customer Experience

RUN Powered by ADP® is a payroll and HR platform built specifically for small businesses that need reliable tools without enterprise-level complexity. Beyond the technology itself, ADP reimagined how small business clients experience customer service—blending empathy, automation, and responsible AI to create a modern, human-centered support model.

At the heart of this customer service approach is the “Alex” program, a service philosophy that puts a real small business persona at the center of every interaction. “Alex” represents the small business owner ADP serves. Before support communications are written or features are designed, teams ask: “What would Alex need? How would Alex feel?” This lens ensures service experiences remain patient, clear, and practical for owners who are not payroll or HR experts.

This philosophy also extends directly into the RUN payroll and HR platform. ADP designed RUN to embed help into the product experience itself, reducing the need for reactive human support. The result is a digital-first—but not digital-only—solution, where intelligent tools manage routine tasks and human experts are available for complex or high-stakes issues.

RUN leverages Robotic Process Automation (RPA), machine learning, and Optical Character Recognition (OCR) to streamline common payroll and HR tasks, reduce manual data entry, and minimize errors. AI-driven tools proactively identify potential issues, guide users step-by-step, and surface relevant guidance at the moment it’s needed.

In-product customer support features also include:
• Payroll Inspector, which scans payroll runs for anomalies before submission
• Guided Assist, which breaks multi-step tasks into clear prompts
• AVA, a 24/7 chatbot that answers common payroll and HR questions and escalates seamlessly to human experts
• and Walk Me guided navigation, which provides real-time, in-app walkthroughs for more complex processes.

All customer support AI capabilities are delivered within ADP’s Responsible AI framework, with a strong focus on data security, privacy, and regulatory compliance. Together, these features reduce errors, save time, and give small business owners confidence that payroll and HR tasks are handled correctly—so they can focus on growing their business.