I’m posting on a throwaway because I have recently been laid off from UKG and I don’t want this to affect my severance. But UKG is not being very transparent and I think you have a right to know.
UKG is moving towards AI-driven customer support, and as part of that transition, a large number of the people currently handling customer calls are being eliminated at the end of this month.
The only option you will have is to speak to the new AI “agent” when you call for support. If you need a human, you may have to request one repeatedly before being transferred to a very small team in India who are already stretched thin. It’s not just the customer service people, it’s also the techs.
I’m sure you’ve probably already noticed a significant drop in customer service and it’s about to get worse. The AI agent is NOT ready to handle the variety of calls we receive and needs a lot more work before it should be the main voice of UKG when you call.
UKG markets itself as a people-focused company, but customers should know that its customer support model is changing substantially and for the most part you’ll no longer be interacting with humans when you call in.
They are not being transparent about what is truly happening behind the scenes with their customers. They claim that the AI is here to “help” their agents, while then quietly laying off hundreds of them.
If you rely on being able to call UKG and reach an experienced human when something goes wrong, be aware that experience is about to change and not for the better.