Employee HR Helpdesk Agent
Answers employees’ questions about benefits, leave, pay and policy, in any language, quoting the source.
The challenge
People wait in queues for answers and simple requests, and staff spend their day repeating the same information.
How it works
- 1Someone gets in touch by phone or chat.
- 2The agent works out who they are and what they need, and asks if anything is unclear.
- 3It finds the right information in your data.
- 4It completes the request in your system, after confirming with the person.
- 5If a member of staff is needed, it hands over with the full conversation.
Your people stay in control
The agent confirms before it changes anything, and hands over to a member of staff whenever a request is outside what it is allowed to do.
Systems we work with in HR & Recruiting
- HR information systems such as Workday and SAP SuccessFactors
- Applicant tracking
- Payroll and benefits
- Learning platforms
- Calendars and collaboration tools
How we measure success
- How many requests are resolved without a handover
- How satisfied people are afterwards
- How long people wait
Kind of work
Conversations. The agent talks with people by phone or chat, answers their questions and completes their requests.
More in HR & Recruiting
Voice Phone Screen AgentHolds the first phone interview on qualifications, pay and practical details, and gives the recruiter a summary to decide on.Candidate Sourcing AgentFinds and scores candidates for a role and drafts a personal message to each for the recruiter to send.Interview Scheduling AgentArranges interviews between candidates and several interviewers across calendars and time zones.New-Hire Onboarding AgentGuides new starters through IT, HR and payroll set-up, answers their questions and tracks what is done.
Want this working in your organisation?
We can show it working on real examples from your business before you commit to a full build.