AI Driven Employee Query Resolution Workflow Explained

Introduction

This workflow outlines the process of resolving employee queries through an AI-driven system, detailing the steps from initial contact to resolution, and the integration of AI agents to enhance efficiency and accuracy.

Employee Query Resolution Workflow

1. Initial Contact

An employee initiates a query through a communication channel such as Slack, Microsoft Teams, or an HR portal. The AI chatbot acts as the initial point of contact.

2. Query Analysis

The AI chatbot employs natural language processing (NLP) to analyze the query and ascertain its intent. For instance, it may classify the query as related to benefits, payroll, time off, etc.

3. Knowledge Base Search

The chatbot searches its integrated knowledge base to locate pertinent information, which may include HR policies, FAQs, and previous resolutions.

4. Automated Resolution

For common queries, the chatbot provides an immediate response. For example:

• “What is the process for requesting time off?”
• “How do I update my direct deposit information?”

The chatbot guides the employee through the steps or provides links to self-service portals.

5. Escalation and Routing

If the query is complex or necessitates human intervention, the chatbot escalates it to the appropriate HR team or specialist. For example, a query regarding a specific benefits claim may be directed to the benefits specialist.

6. Case Creation

The chatbot automatically generates a case in the HR service management system with all relevant details from the conversation.

7. Follow-up and Feedback

Post-resolution, the chatbot follows up with the employee to ensure satisfaction and gather feedback on the experience.

Integration of AI Agents

To enhance this workflow, AI Agents can be integrated at various stages:

Query Pre-processing

An AI Agent can analyze incoming queries to identify trends, categorize issues, and prioritize urgent matters before they reach human agents.

Intelligent Routing

AI Agents can utilize machine learning to improve routing accuracy over time, learning which types of queries are best handled by specific HR team members or departments.

Predictive Analytics

AI Agents can analyze historical data to predict common issues during certain periods and proactively provide resources to employees.

Automated Task Completion

AI Agents can be empowered to autonomously complete certain tasks. For example, they could be used to process simple requests like generating employment verification letters.

Sentiment Analysis

AI Agents can analyze employee sentiment during interactions, flagging cases that may require a more personalized approach from human HR staff.

Continuous Learning

AI Agents can continuously learn from interactions, updating the knowledge base and enhancing response accuracy over time.

By integrating these AI-driven tools, the employee query resolution process becomes more efficient, personalized, and proactive. The AI Agents collaborate with the chatbot and human HR staff to provide a seamless experience for employees while enabling HR professionals to concentrate on more strategic, high-value tasks.