At 1,800 people, the HR team spent its days buried under the same repetitive questions, how much PTO is left, when payroll lands, what the benefits cover, how to update a tax form. Each was trivial; together they consumed the team's entire capacity.
Because routine queries crowded everything out, the real people work, culture, performance, difficult conversations, kept getting pushed to "later".
Employees were frustrated too: answers depended on catching the right HR person at the right moment, so simple questions sat unanswered for days.
The solution
An internal HR helpdesk agent now self-serves the routine, freeing the team for actual people work:
Grounded in company policy, PTO rules, payroll dates, benefits and procedures live in the Knowledge Base as Business Domain documents, so answers reflect this company's real policies.
Where employees already work, the agent answers in Slack and Microsoft Teams, so people ask in the tools they're in instead of emailing HR and waiting.
Walks through self-service, for tasks like updating a form, the agent guides the employee step by step rather than doing it for them, reducing ticket volume at the source.
Sensitive issues escalated, anything personal or confidential routes to a human via Hand-off Control, with a stop-word so an employee can always reach a person directly.
Consistent answers, updated once, when a policy changes, the Business Domain document is updated once and every answer follows, ending the "depends who you ask" problem.
Routine questions resolved themselves instantly, employees stopped waiting days, and HR got its time back for the work only humans can do.
What was deployed
Agents used
HR Helpdesk Agent
Channels connected
SlackMicrosoft Teams
"Our HR team does HR work now. Not 'how do I request vacation' work."
CHRO Tatiana Borovyk
CHRO
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