An agent for the questions employees bring to HR. It answers from the policy that applies to that person's country, contract and role, names the document, and turns a request such as a certificate or a change of details into a routed case for the right HR owner.

HR teams answer the same questions every week. How many days of leave do I have left, what is the notice period, how do I claim parental leave. The answer depends on the country, the contract type and sometimes the hire date, so a general reply is often wrong for the person asking. Meanwhile the questions that need a human, a conflict, a health matter, wait in the same queue.

This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse our internal knowledge demonstration, where answers come only from documents the asker's roles allow, with the source named and unknown answers stated. Policy variants by country and contract, HR case routing and connection to an HR system are not built.

02The problem

What Goes Wrong Without It

One answer for everyone

A reply written for one country is read by an employee in another.

The policy nobody can find

It exists as a file attachment in an email from two years ago.

Sensitive questions in an open channel

An employee asks about sick leave in a team chat.

Simple requests that wait

An employment certificate takes a week because it needs a person.

HR as a search engine

The team spends its day pointing at documents.

Advice it should not give

An assistant offers an opinion on a dispute.

03In practice

How One Request Moves Through

An example of one case, in 6 steps. The same steps play in the picture at the top of this page.

Question asked

An employee asks, in a private chat, how parental leave works.

Policy selected

Their country and contract type come from the directory. The matching policy is chosen.

Answer given

The reply states what the policy says and names the document and its date.

Balance read

Asked how many leave days remain, the agent reads the figure from the HR system.

Request opened

The employee asks for an employment certificate. A case is opened for the HR owner.

Sensitive matter routed

A later question about a conflict with a manager goes to a named HR partner, privately.

→Request a quote

What We Need to Scope This

The process as it runs today, in a few lines.
The systems it touches, for example HR system, policies, identity, cases.
Rough monthly volume, and who approves what.

Request a quote Book a 30-minute callA quote starts from a written scope, so that the figure means something.

04HR service agent

Six jobs it carries through

Policy answers

Answers from the policy that applies to the asker.

Selects by country, contract and role
Names the policy and its date
Says when no policy covers it
Flags a policy past its review date

Works inHR policies

Where it stopsIt answers from policy text, not from general knowledge.

Personal entitlements

Gives figures from your HR system, not from memory.

Leave balance and accruals
Notice period on record
Benefits the person is enrolled in
Says when the system cannot be reached

Works inHR system

Where it stopsA balance is read from the system at that moment.

Request intake

Turns a request into a case.

Certificates and letters
Changes of personal details
Leave and benefit applications
Collects what the HR owner needs

Works inHR case system

Where it stopsIt opens the request. HR fulfils it.

Sensitive routing

Recognises what must go to a person.

Health, harassment and grievances
Pay disputes
Disciplinary matters
Anything the employee marks confidential

Works inNamed HR contacts

Where it stopsThese go straight to a named person, in private.

Privacy by design

Keeps each employee's matters to themselves.

Identity from your directory
An employee sees only their own data
Managers see only what policy allows
Answers given in a private channel

Works inDirectory, HR system

Where it stopsNo one learns about another person's case.

Policy gaps

Tells HR where policy is unclear.

Questions with no approved answer
Policies that contradict each other
Topics asked most often
Reported without naming individuals

Works inReporting

Where it stopsGaps are reported in aggregate only.

05Operating boundaries

Policy Answers From the Agent, Judgement From HR

The agent states what your policy says for the person asking and reads their own figures from your HR system. It does not interpret a policy in someone's favour, advise on a dispute or decide a request. Matters of health, conduct, pay or conflict go to a named HR person, in a private channel.

Employee data is among the most sensitive a company holds. Access is decided from your directory, and each person sees only what concerns them.

The policy that applies to the asker
Figures read from your HR system
Sensitive matters to a named person
Each employee sees only their own data
No opinions on disputes
Gaps reported without names

06Systems

Where It Connects

The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.

HR system

Workday
BambooHR
Personio
SAP SuccessFactors
or your HR platform

Policies

Handbooks and policies by country and contract type

Identity

Your directory, for who is asking and what applies to them

Cases

Your HR ticketing or case tool

Where staff ask

Slack
Microsoft Teams
your intranet

HR contacts

Named owners for sensitive matters

07Questions

Asked Before the First Call

The knowledge agent answers from any company document. This agent is specific to HR: it knows that the right answer depends on the employee's country and contract, reads personal figures such as a leave balance, opens HR requests and treats certain topics as confidential by default.

Onboarding runs a plan for a new joiner over their first weeks. This agent serves every employee, at any time, with questions and requests. A new joiner will meet both.

No. It can show a balance and open a request. Approval follows your HR system's own workflow, and changes to a record are made by HR. What it may read and do is defined with your HR and data protection leads.

Not as software yet. This page describes a proposed workflow. It would reuse our internal knowledge demonstration, where answers come only from documents the asker's roles allow, with the source named and unknown answers stated. Policy variants by country and contract, HR case routing and connection to an HR system are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.

Start a project

List the Twenty Questions HR Answers Most

For each, note whether the answer depends on country or contract. That list becomes the first version of what the agent must get right.

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Response within 24 hoursFree consultation and scopingNDA available on request

AI HR Policy and Employee Service Agent Development