Internal operations · Worked example

Staff policy and HR helpdesk

Answers staff questions about leave, expenses and procedures from your own policies, and routes the sensitive ones to a person.

InternalWeb chatEmail Your knowledgeHuman handoffSummaries

The problem

The same questions about leave, expenses and procedures land on the owner or office manager every week. The answers are in documents nobody can find.

How it works

Learns from your staff handbook, policies and procedures
Answers in chat or by email, with the policy it's quoting
Keeps itself current when a policy document changes
Routes anything personal, like a complaint or a health matter, straight to a person
Shows you which questions come up most, so the handbook can be improved

What it connects to

Sample email thread

Staff memberCan I claim mileage for driving to a client site?
AgentYes. Travel to client sites is claimable at the rate in the expenses policy, section 4. Log it in the expenses app with the client name and kilometres.
Staff memberWhat about from home?
AgentIf you go straight from home to a client, you claim the distance beyond your normal commute to the office. I can send you the policy page if that helps.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

Your knowledge. Answers from your documents, website and videos, and stays current when they change.
Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
Summaries. Every conversation ends with a written summary, a transcript and the next step.