AI HR Support Assistant for a Retail Company

The Challenge

Employees at the retail company regularly turned to HR with questions about leave, onboarding, company policies, benefits and internal processes. Many of these questions were asked again and again, and handling them one by one created a heavy, repeated load for the HR team.

The information needed to answer them already existed in the company’s policies and process descriptions. The challenge for HR, recruitment and onboarding, and internal communications teams was to give employees clear, consistent explanations and point them to the right next step, without answering every repeated question individually. When answers depended on who replied, the information employees received could also vary.

The Solution

With cognipeer Studio, our team configured an AI employee support assistant grounded in the company’s policy and process information. Employees could ask their questions in natural language, without needing to know which policy or document held the answer, and receive an explanation they could act on.

The assistant used the relevant policy or process information to give an explanatory answer. Where a question called for action rather than information alone, it directed the employee to the relevant application, form or process. Those requests then continued through the company’s established HR processes, with HR teams remaining responsible for them.

Implementation

1. Organised policy and process information. We brought together the content on leave, onboarding, company policies, benefits and internal processes that the assistant would draw on.
2. Configured natural-language answers. The assistant was set up to give explanatory responses based on that information, in language employees could follow, whether they were new starters asking about onboarding or colleagues asking about leave or benefits.
3. Linked answers to next steps. Where needed, responses directed employees to the relevant application, form or process, so that a question could lead straight to the right route.
4. Kept requests in existing processes. Applications and forms continued through the established HR route, with HR teams handling them as before.

Business Impact

Employees could get answers to everyday HR questions more easily and find the right route for their requests. HR teams spent less time on repeated questions, and the information employees received was based on the same policies each time. Questions that once reached HR one by one could now be answered consistently, while requests still followed the established route.

• Improved employee experience when looking for HR information or the next step in a process.
• Fewer repeated questions reaching HR teams.
• More consistent information on policies, benefits and internal processes.
• Questions linked to the right application, form or process when action was needed.

Technology Behind the Solution