AI HR Service Request Routing Agent
Automating HR Service Request Triage with AI
Classify requests and detect intent automatically
AI analyzes incoming employee requests across channels, identifies the intent (benefits, payroll, leave, policy questions), extracts key entities, and applies the right category—eliminating manual triage and misrouting.
Route to the right specialist, every time
Skills-based assignment matches each request to the best-fit agent based on expertise, language, region, and current workload—reducing handoffs and accelerating time to resolution.
Deflect routine questions with policy-grounded answers
The agent surfaces accurate, cited responses from your HR knowledge base to resolve common inquiries instantly—freeing your team to focus on complex cases that require human judgment.
How Cassidy automates HR Requests using AI
Step 1: Trigger on new HR request
The Workflow activates when an employee submits a request—whether through your HR portal, email, Slack, Teams, or helpdesk form.
Step 2: Authenticate and enrich context
Cassidy pulls the employee's profile from your HRIS, capturing location, department, manager, employment status, and language preference to inform routing and policy decisions.
Step 3: Classify intent and extract entities
Using your Knowledge Base and historical case data, Cassidy identifies the request type (payroll, benefits, leave, employee relations) and extracts relevant details like dates, policy names, and pay periods.
Step 4: Assess priority and sentiment
The Workflow evaluates urgency based on keywords, sentiment, regulatory deadlines, and financial impact—flagging high-priority cases for faster response.
Step 5: Deflect or route
For routine questions, Cassidy delivers a policy-grounded answer with citations. For complex requests, it creates a structured case with AI-generated summary and routes to the appropriate queue using skills-based assignment.
Step 6: Assist the agent with context
When a case reaches a human, Cassidy provides a 360° employee view, similar resolved cases, recommended actions, and draft responses—so agents resolve issues faster with full context.
Step 7: Close and capture learnings
After resolution, Cassidy documents the outcome, prompts for feedback, and surfaces patterns to refine routing rules and expand your Knowledge Base.
Implement it inside your company
- Hands-on onboarding and support
- Self-paced training for your team
- Dedicated implementation experts
- Ongoing use case discovery
- ROI tracking & analytics dashboards
- Proven playbooks to get started fast
