How AMS embedded agentic AI into Contingent Workforce Management

AMS, a global talent solutions business operating across 90+ countries, partnered with Ema and PwC to transform the manual, system-fragmented processes at the core of their contingent workforce operations — moving from human-orchestrated execution to AI-orchestrated, agentic delivery.

Contingent workforce management (CWM) is process-intensive by design and spans worker onboarding, compliance verifications, approvals, internal system-of-record updates, and extensions and terminations across multiple enterprise clients, each with their own rules and requirements. Most of the processes running it were still manual.

Three structural factors made CWM the right place to start:

• Ownership: Most CWM processes are AMS-owned rather than client-owned, giving AMS the leverage to redesign workflows without disrupting client systems.
• Control: CWM operations are concentrated within a single function, making end-to-end process mapping tractable.
• Standardisation: The contingent technology stack is more standardised across enterprise clients than permanent hiring, reducing integration complexity.
• Business Impact: The cost of inaction amounted to missed SLAs and lost customer time, leading to revenue leakage and limiting AMS's ability to scale delivery capacity without adding headcount.

We needed a platform that was flexible and highly configurable. Our vision was to start small and then scale across our contingent workforce processes. Ema does exactly that - it provides us with agility and control.

Matthew Rodger

Chief Commercial Officer & Corporate Development Officer, AMS

AMS, supported by Ema and PwC, established a structured change program to identify and prioritise agentic AI interventions across CWM operations. Ema's platform capabilities and PwC's transformation expertise helped map the end-to-end CWM lifecycle, evaluate use cases against business value, scalability, delivery effort, and integration risk — and create a clear, investment-ready roadmap for automation.

Of the use cases that advanced to proof of concept, two were selected for full-scale implementation based on a deliberate evaluation of costs and risks, contract extension management and contingent worker onboarding — both high-volume, process-intensive workflows residing within AMS-managed operations.

Ema's platform provided the agentic execution and flexibility layer:

• Integrated across AMS's full technology ecosystem: connecting the VMS and workforce management systems AMS operates, including SAP Fieldglass, Beeline, TalentLink, ServiceNow, Outlook, and Workday, eliminating the manual handoffs that previously bridged each platform. Fully customised to follow AMS's onboarding and contract extension SOPs, with client- and region-specific nuances built into every workflow.
• Built on Ema's GWE (Generative Workflow Engine) to create scalable, configurable workflows — extensible to multiple end clients without rebuilding from scratch for each, and customised to AMS's operational logic at every layer.
• Identity-aware unified front end via Ema's Frontier Apps: a fully customised app built on top of the GWE orchestration layer, giving AMS admins a single pane of glass to manage all onboarding and contract extension tasks across disconnected systems, with no tab-switching or manual reconciliation.
• Intelligent SLA tracking and task prioritisation: automated monitoring ensures SLAs are never missed, with intelligent task allocation to admins based on current workload, availability, and expertise.
• Context-aware approvals and compliance: agentic triggers automatically spawn background check workflows and additional approval processes based on worker and client context; direct ServiceNow and Outlook integration enables admins to draft and send communications to hiring managers and candidates without leaving the platform.
• Human-in-the-loop at every step: approvals routed to the right person at the right moment, keeping AMS's admins in control while agents handle execution.

What stood out is that many TA processes still rely heavily on coordination, multiple handoffs, multiple systems, swivel chair activities that are often manual. With Ema, we are able to design a solution that reduces this tax and scale beyond pilot to full scale implementation.

Jo-Ann Feely

Chief Innovation Officer, AMS

AMS moved from manual coordination to orchestrated delivery across end clients, at scale:

• End-to-end automation of contingent worker onboarding and contract extension management, workflows that previously relied on manual coordination across systems and teams.
• A single pane of glass across AMS's admins and enterprise clients, custom workflows per end client, consistent and auditable execution regardless of volume.
• Full auditability with every agent action logged, traceable, and reviewable, with human-approved decision points built into every critical step.
• A scalable agentic model validated across initial use cases and ready to expand to additional CWM processes and client workflows.

The AMS deployment reflects a broader pattern identified by Everest Group: the fastest route to agentic capability at enterprise scale combines a configurable agentic platform with a transformation partner that brings process expertise and change management depth. Ema provided the execution intelligence, PwC provided the process architecture and business case validation, and AMS provided the operational domain knowledge and leadership to make transformation stick.

For AMS, this was a complete operating model shift — from reactive, human-coordinated execution to proactive, agent-orchestrated delivery.