From Productivity Tool to Operating Model

HSP GRUPPE, a network of tax and legal firms, shifted its focus from using AI for simple tasks like email drafting to embedding it into the firm's core operating model. By treating AI as an organizational transformation rather than a software rollout, they achieved significant operational efficiency: 98.6% of employees reported higher productivity, and the firm logged over 500,000 ChatGPT conversations in six months. This resulted in an estimated 40,000+ hours of additional capacity, which the firm redirected toward high-value advisory work rather than headcount reduction.

Standardizing Expertise via Custom Agents

To ensure consistent quality across the network, HSP moved beyond general-purpose prompting by developing custom Agents that codify best practices. Two notable examples include:

• AI Client Communication: An agent that enforces professional tone, structure, and clarity in client-facing drafts.
• Booking Assistant (SKR03 & SKR04): A specialized tool for classifying and preparing complex booking questions.

These agents democratize expertise, allowing junior staff to perform at higher levels while ensuring that final professional judgment and accountability remain firmly with the human advisor.

Orchestrating Proactive Workflows

The firm is currently evolving from AI-assisted tasks to agentic workflows using ChatGPT Work. The goal is to move from reactive processing to proactive orchestration. For example, instead of waiting months to discover missing information during year-end accounting, HSP is piloting systems that continuously review bookkeeping data throughout the year, automatically identifying gaps and requesting documentation from clients in real-time. This shift represents a move toward AI-driven process management where the software proactively supports the professional's workflow rather than just responding to individual queries.