Policy RAG
HR, IT and finance answers grounded in current policy with citations.
HR · Case Study
Employee Support Copilot
An HR copilot for policies, benefits, and workflows — with accurate answers and safe escalation to people teams.
- 60%faster resolution of employee requests
- 85%weekly active adoption
- 50%HR/IT ticket volume deflected to self-serve
Delivered
What we built
60% faster HR query resolution with an employee support copilot.
Case routing
Requests that need humans reach the right team with context attached.
Action capability
Access requests, letters and standard changes executed with approvals.
Employee trust
Confidentiality boundaries and transparent sourcing that made people comfortable asking.
Inside the build
The help desk that answers at midnight
A 12,000-employee enterprise ran internal support on tickets and patience. The copilot turned most questions into instant, cited answers.
The challenge
Three days to learn your own leave balance
HR and IT queues mixed the trivial with the critical. Employees waited days for policy answers that existed in documents nobody could find, and support teams burned out on repetition.
- 3-day average response on routine questions
- Same 50 questions consuming most queue volume
- Policy documents scattered and version-confused
Invoice exception workflowRunning
✓Extract invoice fields1.1s
✓Match against PO0.6s
Resolve mismatch with agentrunning
·Post to ERPqueued
The solution
Instant answers, safe actions, smart escalation
The copilot answers from current policy with citations, executes standard requests through approval workflows, and routes sensitive matters — payroll disputes, grievances — straight to humans with confidentiality preserved.
- Cited answers from governed policy sources
- Standard requests automated behind approvals
- Sensitive-topic detection routing to humans
Copilot
Draft renewal summary for Acme Corp
3 accounts show churn risk — view analysis
Ask anything…
The impact
Queues halved, trust earned
Half of ticket volume moved to self-serve within two quarters; resolution on remaining tickets sped up because context arrives attached. Adoption hit 85% weekly — driven by answers people could verify.
- 50% ticket deflection to instant self-serve
- 60% faster resolution on escalated cases
- 85% weekly active adoption by quarter two
99.9%Uptime
1.2sp95 latency
$0.021Cost / task
QualityCostLatencyDrift
Outcomes
What changed for the organization
Employee experience
Answers in seconds, at any hour, in three languages.
HR team focus
Specialists working cases, not copy-pasting policy.
IT efficiency
Access and equipment requests flowing through automation.
Policy hygiene
Contradictory documents surfaced and cleaned up.
Onboarding
New hires self-serve through week-one questions.
Manager enablement
People-policy guidance on demand with sources.
Delivery
From challenge to outcome
We publish the architecture decisions, delivery approach and measurable results — so you can see how similar outcomes could apply to your enterprise.
- Measurable KPIs
- Architecture transparency
- Cross-industry patterns
- Repeatable playbooks
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1
Challenge
Business pressure, legacy process and constraints.
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2
Solution
Architecture, agents and integration design.
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3
Delivery
Build, evaluate, secure and launch.
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4
Impact
Efficiency, cost, quality or revenue outcomes.
The surprise was policy hygiene — the copilot exposed every contradictory document we had. Six months in, our policies are cleaner than a decade of audits achieved.
Under the hood
The stack behind the copilot
Deployed in the client's tenant, surfaced in Slack, Teams and the intranet.
- Anthropic Claude
- Slack
- Microsoft Teams
- ServiceNow
- Workday
- SharePoint
- Okta
- Azure
- Pinecone
- Datadog
FAQ
Common questions
How do you handle sensitive employee matters?
Detection routes them to humans immediately — no automated answers on grievances, medical or payroll disputes. Those conversations are also excluded from analytics. The boundary was co-designed with HR and works.
What drove 85% adoption?
Being where employees already are (Slack/Teams), answering correctly with citations from day one, and never pretending — 'ask HR directly' is an answer it gives when it should.
How long to launch?
Eight weeks to pilot with two departments; org-wide within the quarter, gated on accuracy and satisfaction metrics per wave.
Next step
Want your queues cut in half?
We'll analyze a month of your ticket topics and show exactly what self-serve can absorb.