ADT brings its AI strategy to HR
The home security provider cuts time to hire by 50% and gives employees answers to 90% of their basic inquiries with Oracle Fusion Cloud Applications.
North America | Professional Services
“ADT chose Oracle Fusion Cloud HCM and Fusion Agentic Applications because we needed a unified foundation that would help our people move with the same speed, the same simplicity, and the same confidence we expect in our customer experience.”
ADT is a leading provider of smart home security, fire detection, and related alarm monitoring services for homes and small businesses. Founded in 1874 as American District Telegraph, the company used one of the era’s newest technologies, the telegraph, to connect homes in a community to help provide safety and security. Today, the company is extending its long history of adopting new technology to AI, including using conversational AI for customer interactions and ambient Wi-Fi AI capabilities for camera-free motion detection in its home security systems.
Dave Scott, ADT’s executive VP and chief people and administration officer, also saw an opportunity to bring HR data and AI together to tackle three connected HR priorities: using workforce data to improve talent, compensation, and other decisions; giving employees faster answers to their questions; and automating repetitive work. ADT has also established clear governance for responsible AI use, which, together with the identified priorities, has given the company a practical framework for expanding AI across the employee experience while keeping the focus on measurable business and workforce outcomes.
ADT connects HR data to support AI
Several years ago, ADT made an organizational decision to transition from its on-premises applications to cloud-based ones across all major operations. To help it integrate and manage key HR processes, ADT turned to Oracle Fusion Cloud Human Capital Management (HCM) and Oracle Fusion HCM Analytics, part of Oracle Fusion Data Intelligence.
ADT is now extending that strategy with Oracle Fusion Agentic Applications for HR, bringing employee self-service, recruiting, workforce data, and AI agents into the same Oracle Cloud HCM environment. Connecting these capabilities gives ADT a more consistent way to apply AI across HR processes without having to assemble and manage a collection of separate systems.
ADT uses workforce data to sharpen decision-making
With its HR data more closely connected, ADT is using analytics and AI to spot workforce patterns sooner and support better decisions. ADT draws on data from routine HR transactions, help desk inquiries, performance check-ins, goal updates, and employee self-service activity, using the analytics platform to examine attrition patterns, performance trends, manager effectiveness, employee performance, and other workforce factors.
ADT leaders and managers use dashboards to view workforce dynamics by location, role, manager, tenure, and time period. Those insights help executives and HR staff identify areas that need attention, recognize strong performance and emerging leaders, and make more informed decisions about talent, compensation, and resource planning.
Scott sees agentic AI as a way to spur more proactive decision-making, describing the opportunity as “anticipating needs, surfacing insights, and orchestrating work in the background.” ADT is starting to use AI to surface emerging employee flight risks, identify skills gaps, and suggest internal mobility opportunities, helping HR and business leaders act on workforce needs earlier.
For example, the company built a turnover prediction model by group, role, and location. That model is now 78% accurate, Scott says, prodding managers to intervene before employees give their notice. “I’m not sure how we would have done that without a consolidated, unified HCM system and a unified database,” he says.
ADT is careful to apply AI to governed workforce data and use the resulting insights to support decisions while keeping people involved where judgment matters most.
AI gives ADT employees faster answers to their questions
ADT first applied AI to areas where Scott’s team saw an opportunity to quickly improve daily work, including employee self-service, performance management, goal setting, and onboarding. The company reports that employee self-service has increased by more than 200%, and AI now resolves 90% of basic HR inquiries. HR Central, ADT’s shared services organization, has reduced ticket volume by 26%, giving HR specialists more time for workforce planning and business support.
ADT hires more than 5,000 people each year, making onboarding another important area where Scott’s team wanted to use conversational AI to improve the employee experience. Oracle Cloud HCM’s Onboarding Assistant AI agent gives new hires guided assistance and information exactly when they need it, and it helps ADT provide a more consistent onboarding experience across a large and frequently changing workforce.
AI automates repetitive HR work
ADT is also applying AI and automation to HR activities that previously required a lot of manual effort from managers and recruiters. Oracle Cloud HCM’s embedded generative AI author assistance feature, for example, is helping company managers save two to three hours per direct report on writing performance evaluations and goals, in some cases amounting to a full week regained each year. Managers can redirect that time toward coaching, employee development, and performance conversations.
High hiring volumes make recruiting another natural target for automation. Using Oracle Recruiting with supporting point solutions, ADT has reduced time to hire by 50% and decreased attrition in key roles by 30%.
ADT has also automated more than 400,000 recruiting actions, including background checks and offer transactions, saving recruiters thousands of hours. Those efficiencies let recruiters focus more attention on candidates, hiring managers, and work that depends on judgment and relationships.
Governance keeps people in control
As ADT expands AI across HR and other processes and workflows, governance remains central to its strategy. The company has established an AI Change Management Council, a product registration process, named owners for AI agents, and security reviews with IT partners. Those controls give the company visibility into where teams are using AI, who owns individual AI experiences, which tools are being used, and which employees those tools affect.
“We operate entirely within the Oracle secure framework, and that gives us the comfort to be able to trust that experience,” Scott says. “Every named AI agent has a named owner, so we know who owns it and is responsible for it. We ensure that our teams have the freedom to innovate safely while making sure that the human is in the loop for our major talent decisions.” Scott also emphasizes that major talent decisions are always led by people.
At the same time, ADT wants its governance model to give employees room to experiment and bring forward ideas within defined guardrails. That balance gives the company a framework for expanding its use of AI and agentic capabilities while maintaining security, accountability, and human oversight.
About the customer
Founded in 1874 as American District Telegraph Co., whose telegraph-based “call boxes” let individuals in a neighborhood signal for assistance to a central office, ADT is a smart home security provider for homes and small businesses. The company is evolving from a services organization into a technology-focused business, building on its leading position in the competitive smart home security market.