An agent that answers the policy questions and runs the onboarding checklist, while a person decides.
The problem
The same questions reach HR every week: how much leave is left, what the parental leave policy says, how to claim an expense, who handles benefits. The answers are in the handbook, but finding the right section of the current version takes someone’s time on every question.
Onboarding is the same kind of work: documents, accounts, equipment and introductions that have to happen in order before a start date. An agent can answer from the policies and run the checklist. A person in HR makes every decision about an employee, and anything that needs judgment, such as an exception or a sensitive case, goes to that person.
What the agent does
- Answers employee policy questions from the handbook and policy documents, and quotes the section it used
- Hands any question about an individual’s case, an exception or a complaint to a person in HR rather than answering it
- Builds the onboarding checklist for each new hire from their role and start date, and tracks each step to done
- Drafts welcome and reminder messages, and asks before it sends one or changes an employee record
Systems it works in
- HR system: employee records, roles and start dates
- Policy documents: the handbook and its current versions
- Ticketing system or shared inbox: the questions employees send
- Identity provider: the accounts a new hire needs
How it is measured
- Agent-to-human ratio: how many policy questions and onboarding steps the agent handled, and how many HR still did
- Quality: how often HR agreed with the agent’s answer, and how often it answered a question that should have gone to a person
- Coverage: the share of new hires whose checklist was complete before their first day
No demo is recorded for this work. The recorded demos show the same agent on revenue and customer success work, asking before it changes anything.