IT and HR case resolution
Resolve policy-grounded employee requests across identity, HR, and IT systems.
What this workflow does
Resolve policy-grounded employee requests across identity, HR, and IT systems. It coordinates dependencies across connected systems, pauses at exception boundaries, and records the state of every approved sub-step.
What you gain
Resolved employee case with audit history
What the AI agent changes
How this worked before
A fixed workflow required every system and input to behave exactly as expected; one exception stopped the entire chain.
What the AI agent changes
The agent chooses the next tool from the current state, recovers from common exceptions, and asks for a decision at the right boundary.
Agent trigger
An authenticated employee submits an IT or HR request.
Inputs
- Process context: employee identity, policy, entitlement, and case data
- Approved policies, ownership, and exception rules
Agent flow
- 1
Build the dependency graph and verify every connector permission.
- 2
Coordinate read-only sub-steps and surface blocked dependencies.
- 3
Prepare a policy-compliant resolution or specialist escalation with state, exceptions, and rollback points.
- 4
Execute approved sub-steps idempotently and verify the final state.
Human decisions
After step 3
The accountable process owner approves a policy-compliant resolution or specialist escalation.
Outcome
- Resolved employee case with audit history
- Evidence, exceptions, and audit trail
Guardrails
- Pause when a dependency or approval is missing.
- Record before-and-after state for every system write.
Risks and mitigations
A partial multi-system execution can leave records in conflicting states.
Use idempotency keys, checkpoints, and explicit compensation for every write step.
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.