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Can AI do employee request to the HR service?

An expert breakdown of a typical process from public sources, worked out by the same rules as your own check.

0 of 12 steps go to an agent

Goes to an agent (0)

An agent does these steps on its own.

No steps here.

AI drafts, a person checks (7)

AI prepares the work; a person reviews and confirms it.

  1. Tier 0: self-service in the portal and searching the knowledge base for the answer

    A person confirms it: the step changes something outside the company.

  2. Tier 0: dialogue with a chatbot on a routine question

    A person confirms it: the step changes something outside the company.

  3. Intake at the first line: open the case, categorise by the service catalogue, route and set the SLA

    A person confirms it: the step changes something outside the company.

  4. Tier 1: answer by script and knowledge base — a reference, the status of a request, an explanation of a policy

    A person signs off: the step needs a formal approval.

  5. Tier 2: a specialist works the case through documents, HR data and correspondence

    A person signs off: the step needs a formal approval.

  6. Tier 2: clarifying dialogue with the employee and collection of the missing documents

    A person confirms it: the step changes something outside the company.

  7. Close the case and run the satisfaction survey

    A person confirms it: the step changes something outside the company.

Stays with people (5)

These steps need a person's judgement or presence.

  1. Escalate to the second line when knowledge or authority runs out

    Stays with people: it takes judgement that depends on your business context.

    • Judging risk or priority in a business context

  2. Hand over to the third line: HRBP, HR leadership or a lawyer — conflict, disciplinary matter, legal risk

    Stays with people: it takes judgement that depends on your business context.

    • Judging risk or priority in a business context

  3. Investigate the circumstances: gather evidence and interview the participants

    Stays with people: it takes judgement that depends on your business context.

    • Open-ended dialogue with an external party

  4. Meeting with the employee on the grievance or disciplinary matter, with the right to be accompanied

    Stays with people: it takes judgement that depends on your business context.

    • Open-ended dialogue with an external party

  5. Decision on the case, written answer to the employee and explanation of the right to appeal

    Stays with people: it takes judgement that depends on your business context.

    • Judging risk or priority in a business context

Sources

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