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HR & IT departments · 05 / 12

HR and IT helpdesk agent

Staff get answers on leave, benefits and passwords from company policy at once, so HR and IT only handle what needs judgement.

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An office worker holds her phone up to the camera, showing her leave balance, an approved request and a password reset. HR & IT departments
“Staff ask HR about leave, benefits and passwords dozens of times a day. The answers are in the handbook that nobody opens.”

The problem

Three HR staff look after three hundred employees, and half of every day goes to questions already answered on page twelve of the handbook. How many days of leave are left, how much dental can I claim, how do I get a salary certificate. IT is no different: every Monday morning ten people have forgotten their password and all of them walk over to the desk.

These questions come by personal LINE, email and in person, so nobody can count them, and new staff who are too shy to ask break a rule without knowing it.

How we solve it

We set up an internal agent staff can message in LINE or Teams. It reads the employee handbook, policies and the company’s latest announcements and answers from that material, naming the document the answer came from. For personal questions such as remaining leave, it checks the HR system within the asker’s own permissions and shows nothing about anyone else.

When something needs doing, the agent opens the request itself. A leave form goes to the manager for approval; an IT ticket enters the queue with the details IT needs. For password resets or VPN setup it walks the person through step by step and opens a ticket if that fails.

Anything that needs judgement, such as leave beyond entitlement, a complaint or a salary matter, goes straight to the person responsible. Every approval stays with managers and HR.

How it runs

Work comes in from
  • LINE or Microsoft Teams
  • Email to HR and IT
  • Handbook and company policies
  • HR system and Active Directory
What the AI does
  1. Find the answer in current policy
  2. Check the asker’s own records
  3. Open the leave request or IT ticket
  4. Route judgement calls to a person
Where it lands
  • Staff answered at once
  • Leave form with the manager for approval
  • IT ticket with the details filled in
  • Dashboard of frequent questions

Before and after

Before
After
HR answers leave and benefits questions dozens of times a day
Staff ask the agent and get the answer with its source in the handbook
Monday morning, IT resets passwords one person at a time at the desk
The agent walks people through the reset; IT sees only the ones that fail
New staff don’t dare ask and break rules without knowing
Anyone can ask at any hour, and HR sees which policies confuse people

What you get

  1. 01

    An agent in LINE or Microsoft Teams that answers leave, benefits, expense and policy questions from the latest employee handbook

  2. 02

    Remaining leave and claim status checked from the HR system for the person asking, within their own permissions

  3. 03

    Leave requests, salary certificates and IT tickets opened in the chat and routed to the manager or IT for approval

  4. 04

    Common IT fixes such as password resets, VPN and email setup walked through step by step, with a ticket opened if it still fails

  5. 05

    A dashboard of the most frequent questions and the policies staff find confusing

Who gets what

Business owner

The same HR and IT team supports a growing headcount, and you can see in numbers where the team’s time was going.

IT director

Sign-in through the Microsoft 365 or Google Workspace you already run, employee data shown only within the asker’s permissions, an audit log of every question, and on-premises installation if you want it.

The team using it every day

Staff get answers at once without feeling they are bothering HR, and HR gets back to work that needs a person, such as looking after and developing people.

Who this fits

Companies with 100+ staffFactories running several shiftsMulti-branch retail chainsHospitals & clinic groupsCompanies with several offices

Connects with what you already run

Microsoft 365Google WorkspaceLINEHR systemJira Service ManagementActive Directory

Development process

  1. 1

    Discover

    Requirements, users and success metrics, with scope and price fixed before we start.

  2. 2

    Design

    UX and system architecture; the prototype is approved before anything is built.

  3. 3

    Build

    AI-accelerated sprints with a demo every week, reviewed by senior engineers.

  4. 4

    Test

    QA, security and performance verified against the agreed scope.

  5. 5

    Launch & care

    Production deploy, team training, and a monthly care plan.

Turn your business problem into a system that works for you

Tell us today — get an executive-ready proposal with the plan and budget.

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