Employee policy case triage
Ground employee questions in current policy and route sensitive cases to the right specialist.
What this workflow does
Ground employee questions in current policy and route sensitive cases to the right specialist. It resolves identity, enriches the case with approved evidence, and shows why the proposed route is appropriate before anything is assigned.
What you gain
Grounded answer or owned HR case
What the AI agent changes
How this worked before
Rule-based routing handled only clean, predefined fields and broke when the request was incomplete or written in natural language.
What the AI agent changes
The agent can interpret unstructured context, gather missing evidence, explain its recommendation, and pause when confidence is low.
Agent trigger
An authenticated employee asks a policy or benefit question.
Inputs
- Process context: employee context, effective policy, jurisdiction, and case history
- Approved policies, ownership, and exception rules
Agent flow
- 1
Resolve the case identity and validate source freshness.
- 2
Enrich the case with approved context and show every scoring signal.
- 3
Prepare a cited answer or confidential specialist route with confidence and exceptions.
- 4
Create the approved assignment and notify its owner.
Human decisions
After step 3
The accountable process owner approves a cited answer or confidential specialist route.
Outcome
- Grounded answer or owned HR case
- Evidence, exceptions, and audit trail
Guardrails
- Do not route low-confidence identity matches automatically.
- Use an allowlist of destinations and writable fields.
Risks and mitigations
A wrong identity match can send a case to the wrong owner.
Require deterministic identifiers and expose the routing rationale.
Sources and evidence
Sources establish feasibility or impact. Not every metric comes from an identical implementation.
Microsoft
Microsoft Copilot Studio customer story
Microsoft documents internal agents that resolve employee cases across connected enterprise systems.
Workday
Workday saves thousands of hours with conversational AI
Workday documents conversational automation for employee support and case deflection at scale.