Using Issue Auto Resolution for HR to handle cases

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Using Issue Auto Resolution for HR to Handle Cases

    The Issue Auto Resolution for HR application streamlines the handling of high-volume, low-value HR cases, allowing agents to focus on more complex issues. By enabling self-service content, organizations can resolve HR inquiries faster, significantly reducing the resolution time from 3–5 days to mere minutes.

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    Key Features

    • Self-Service Inquiries: Employees can submit HR inquiries via their preferred communication channels, such as SMS or email, and receive immediate recommendations.
    • Automatic Case Management: When an employee submits a request, the system creates a structured case and automatically closes the original inquiry once resolved.
    • Feedback Mechanism: Employees receive follow-up messages to provide feedback on their inquiries, enhancing service quality.
    • Integration with Collaboration Tools: The application can interact with platforms like Microsoft Teams to deliver recommendations and track case progress.

    Key Outcomes

    By implementing the Issue Auto Resolution for HR application, organizations can expect:

    • Faster resolution of HR inquiries without agent involvement, improving employee satisfaction.
    • A reduced workload for HR agents, allowing them to concentrate on more complex cases.
    • Enhanced engagement through familiar communication channels, leading to a more efficient resolution process.

    You can use the Issue Auto Resolution for HR application to quickly handle your organization's high-volume, low-value HR cases and reduce the burden on your agents so that they can focus on issues that need more experience or manual assistance.

    Overview

    By providing your employees with self-service content for their routine inquiries through the Issue Auto Resolution for the HR application, you can help resolve your HR cases faster. Without the Issue Auto Resolution for HR application, your agents would take at least 3–5 days to resolve these cases.

    The following two scenarios show how you can use the Issue Auto Resolution application in your organization.

    Scenario 1 - Successful catalog submission

    Let's say that an employee recently joined your organization. The employee doesn’t have a company laptop. The main method for work-related requests are through the company’s support email address. The employee owns a personal mobile phone, which is the employee's preferred mode of communication.

    The following example shows how a new employee can use a personal mobile phone to raise a healthcare-related request.

    Figure 1. Employee inquiring about healthcare benefits
    Employee inquiry via an email and response via SMS.
    1. The employee submits an HR general inquiry through an email from the employee's own mobile device.
    2. The employee receives an SMS notification with recommendations that are related to the inquiry.
    3. The employee clicks the link in the SMS message and logs in to the Employee Portal to view the recommendations.
    4. The employee goes through all the recommendations, fills out the request form and catalog item, and submits the form.​
    5. A new structured case is created. The original case is closed automatically.
      Note:
      If the employee isn’t satisfied with the resolution, the employee can choose to connect with an agent for further assistance.

    The employee gets a follow-up SMS regarding the feedback on the original inquiry. Within minutes, the issue is resolved through the channels that the employee is familiar with. No agent was needed for this scenario.

    Scenario 2 - Helpful knowledge article

    Let's say that an employee recently joined your organization as a program manager and is assigned a company laptop. The employee spends most of the time in meetings or communicating with various stakeholders through emails and Microsoft Teams. The employee prefers reaching out through these channels when a question arises.

    The following example shows how a new employee can use a company laptop to raise a healthcare-related request.

    Figure 2. Inquiring about healthcare benefits through email
    Employee inquiry via an email and response via Microsoft Teams.
    1. The employee submits a HR general inquiry through an email via a desktop computer.
    2. The employee logs in to Microsoft Teams and is greeted by the Issue Auto Resolution virtual assistance.

      The employee views the knowledge base articles that are recommended by the Issue Auto Resolution for HR application and is satisfied with the information, but later forgets about the open case​​.

    3. The Issue Auto Resolution application tracks that the employee viewed some of the recommendations but hasn’t responded to the case. The next day, the employee gets a follow-up message in Microsoft Teams to request feedback.
    4. The employee responds with positive feedback and a case closure consent. The case gets automatically closed​.

    Within a day, the issue is resolved through the employee's preferred channels. No agent was needed for this scenario.