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Scenario · HR & peopleHR stops being a call centre
The HR agent: employee self-service on Teams
An employee asks on Teams about leave, a certificate or a benefit. The agent answers from company policy and HR data, a robot issues the certificate, and sensitive cases reach a human with full context.
Executive summary
HR is drowning in repetitive questions: certificates, leave balances, request statuses.
An agent on Teams answers from policies and HR data; robots issue the documents.
An answer within seconds; HR wins back time for recruiting and development.
Teams, SAP HR / the HR system, SharePoint; UiPath agent + robots.
A manufacturing and trading company, 2,500 employees
HR receives 1,800 requests a month. 70% (1,260 cases) are repetitive: employment certificates, leave balances, request status, benefit rules, sick-leave settlement.
Half the workforce is on shifts and asks in the evening and at weekends, when the HR office is closed. Answers arrive a day or two later.
The current reality
- HumanAn employee calls or emails HR
- WaitingThe case sits in an inbox for 1-2 days on average
- HumanAn HR officer digs through SAP HR, payroll and policies
- HumanThe certificate is typed up manually in Word
- Error riskAnswers differ depending on who replies
- WaitingAt payroll close everything waits even longer
The hidden cost of the current process
Being an answering desk costs more than the HR budget shows.
- 252 hours a month of HR time go to questions whose answers already sit in the system.
- Shift workers leave the line to chase paperwork; that cost lands on operations.
- Recruiting and development take a back seat, and attrition creeps up.
The cost of doing nothing
You pay for the automation once; the manual process costs you again every month.
The process after automation
- AutomationThe employee asks the agent on Teams at any time of day
- AutomationThe agent answers from policies and SAP HR data in seconds
- AutomationA robot generates and sends the certificate on the spot
- HumanSensitive cases go straight to a human, with context
- AutomationHR sees question trends in one panel
What the automation handles
- Answers to repetitive questions 24/7, holidays included
- Certificates, letters and request statuses on the spot
- Logging every case with a full trail
When a human decides
- Sensitive cases: health, disputes, personal situations
- Discretionary decisions: raises, policy exceptions
- Interpreting new regulations and agreements
Before
After
Value model: example assumptions
Business benefits
- HR returns to work that needs a human: recruiting, development, hard conversations
- A shift worker gets an answer at 10 pm and at weekends too
- Answers based on one policy, so fewer disputes and appeals
- The company adds another plant without growing the HR team
Board-level KPIs affected
HR cost per employee · first-response time · self-service rate · eNPS
What management gains
- A dashboard of what employees ask, where pay and attrition topics surface early
- Measured response times
- Fewer escalations to line managers
Estimate it for your organisation
An illustrative estimate based on your inputs. It models released capacity and is not a savings promise.
Systems in this scenario
Inputs
- Teams / intranet
- Email / phone
- Employee portal
Mientha agentic layer
- UiPath Agent Builder
- UiPath robots
- Maestro™ · Action Center
Core systems
- SAP HR / HR system
- SharePoint (policies)
- Payroll system
Human approval: Teams / Action Center
What we deliver
- Analysis of request statistics and the top 3 categories
- HR policies translated into answer rules
- An agent on Teams + robots for certificates and letters
- Sensitive-case routes with context handover
- A pilot with one site or department
- Monitoring, a trends report and answer-base growth
What we need to start
- 2-3 months of HR request statistics
- Current policies and regulations (PDFs are fine)
- A process owner on the HR side
- A technical account for the HR test environment
Implementation roadmap
Discovery
We map the process, data and exceptions with process owners.
Design
Target flow, business rules, approval thresholds.
Build
Agents, robots and integrations in your environment.
Validate
Tests on real cases, exception handling.
Go-live
Controlled rollout with human oversight.
Optimise
Monitoring, reporting and continuous improvement.
Duration depends on the number of systems and rules; a single process usually takes a few weeks.
Risk and controls
Autonomy under control
- The agent answers only from approved sources: policies and HR data
- HR controls the list of sensitive categories; those cases always go to a human
- Personal-data access mirrored from HR-system permissions
- A full question-and-answer log available to HR
Why now
- Every month is ~€6,300 of HR work on questions an agent can handle
- In a tight labour market, your HR team is needed for recruiting
- Employees compare you with banks and e-commerce, so they expect instant answers
Why this matters to:
The team stops being a hotline; time returns to recruiting and development.
Production staff stop losing time on calls to HR.
HR cost per employee falls even as the company grows.
Questions we usually hear
A pilot shows this quickly: a shift worker gets an answer at 10 pm within seconds. Hard cases stay with people.
The agent sees exactly what the HR officer handling the case would see: permissions mirror the HR system, and every access is logged.
An FAQ gives general rules. The agent answers the individual employee, using their leave balance and contract.
When this may not be the right solution
- Under ~200 requests a month: a tidy inbox and templates will do
- HR policies are unwritten or outdated: content first, agent second
- No approval for any automated handling of HR data
A question for your next board meeting
How many hours does your HR team spend every month answering the same 20 questions?
Solutions in the library
The same process as an implementation plan
The scenario shows the process with an AI agent on an example company. Library solutions describe the same or a neighbouring process with a value model and an implementation plan.
Two advisors answer the same handbook questions all year, from different versions of the handbook.
See the solution HR & peopleEmployment letters generated and signed in minutesA letter whose every field already sits in the HR system should not need three days and a signature hunt.
See the solution HR & peopleEvery HR and payroll question becomes a case with an ownerNobody can say how many payroll questions are older than five days, because a mailbox does not know what one is.
See the solutionWe deliver it through our service AI agents on Microsoft Teams.
The example company in this scenario works in Manufacturing & industry.
How much of your HR team's time goes to questions that repeat every month?
One quarter of request statistics is enough: we will show what the agent takes over first.
Show us your 3 most common HR requests