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Agents Employee Query Resolution Agent
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Employee Query Resolution Agent

A conversational AI agent that autonomously resolves routine HR-related employee queries and intelligently escalates unresolved or critical issues through ticket creation and routing.

About the Agent

Employee Query Resolution Agent is a ZBrain-powered conversational assistant designed to improve the responsiveness and efficiency of internal HR support. Integrated into enterprise chat platforms, it serves as the first line of engagement for common employee queries—ranging from leave policies and payroll timelines to benefits information and workplace guidelines.

Powered by natural language understanding, the agent interprets user intent and retrieves accurate, policy-compliant responses from internal systems. It delivers these responses in real time, helping employees get the information they need without delays or manual intervention. This reduces repetitive workload on HR teams while ensuring consistent communication across the organization.

For more complex or sensitive queries, the agent seamlessly escalates the interaction by generating a support ticket and routing it to the appropriate HR personnel. This structured handoff ensures that no request is dropped and that employees always have a clear path to resolution. By automating routine inquiries and streamlining escalations, the agent strengthens employee experience and supports scalable, high-quality HR service delivery.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Employee Query Resolution Agent:

Employee ID: EMP-456789


Employee Name: Aisha Sharma


Department: Engineering


Query Text


I need to understand the company's policy on medical leave for a critical illness diagnosis. Specifically, I'm looking for information on extended leave duration, impact on benefits, and the process for submitting supporting medical documentation. My doctor has indicated a potential need for 3-6 months of recovery.

Deliverable Example

Sample output delivered by the Employee Query Resolution Agent:

Agent Response


Thanks for reaching out, Aisha. This is a critical and sensitive matter that requires a detailed and personalized response from our HR specialists. 


We've automatically generated a high-priority support ticket (Ticket ID: HRT-20250523-001-CRITICAL) and routed it to HR Team. You can expect a direct response from an HR representative soon. They'll be able to give you comprehensive information tailored to your specific situation and guide you through the necessary steps.


In the meantime, you can find general information on our Medical Leave Policy in the 'Employee Handbook' section on the HR Portal (link: https://hrportal.example.com/handbook/medical_leave). Please note that this general information may not cover all the specifics of a critical illness scenario.


We understand the urgency and sensitivity of your situation and are committed to supporting you.


Resolution Status


Escalated - Complex Query


Escalation Details


    

  • Ticket ID: HRT-20250523-001-CRITICAL
    • 

  • Escalation Team: HR Benefits and Leave Management
    • 

  • Escalation Reason: Complex critical illness leave policy, requires personalized guidance and sensitive handling of personal medical information.
    •

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