In large organisations, raising a simple HR or IT request often feels more frustrating than it should. Whether it’s applying for leave, asking about a policy, or reporting a technical issue, employees frequently find themselves wondering, “Do I contact HR, Admin, or IT?”
This was exactly the challenge faced by a U.S. enterprise providing scalable staffing and HR services. Although their internal support systems were functional, they were fragmented, resulting in slow response times, duplicated efforts, and poor user experience.
The Challenge: Fragmented Support, Frustrated Employees
Employees and HR teams were struggling with:
- Confusion about where to raise specific queries (HR vs. Admin vs. IT)
- Delays in urgent ticket submission due to lengthy, outdated forms
- Frustrating user journeys through old intranet systems and siloed support portals
- HR professionals are unable to quickly retrieve relevant employee data (e.g., skills, projects, domains worked on)
They needed a smarter, faster way to make support feel invisible, something seamless, intuitive, and always available.
Our Solution: AI-Powered Chat Agents Driving Employee Support Automation
We built a unified employee support automation solution powered by AI-powered chat agents. This intelligent, multi-agent system was designed to streamline support workflows and simplify employee interactions, all within the messaging platforms teams already use every day.
By reducing friction and freeing up internal teams from repetitive queries, the solution quietly improved efficiency, responsiveness, and the overall employee experience.
Here’s how it worked:
- Multi-Agent Intelligence: Each AI-powered chat agent specialized in a specific category (HR, IT, or Admin) and collaborated with others to route requests intelligently.
- Unified Access via Chat: The support interface was embedded directly into Slack, Microsoft Teams, and WhatsApp, so employees didn’t need to learn or download a new tool.
- Natural Language Queries: Employees could type requests like “I want to take Friday off” or “Can I get my salary slip?” The system would interpret, route, and respond automatically.
- Context-Aware Routing: The chat agents used contextual understanding to forward queries to the right department instantly, eliminating confusion and delays.
- Smart HR Support Tools: HR agents gained real-time access to employee profiles, past projects, skills, and domains — right at the time of query, reducing manual effort.
At Payoda Technologies, we’re exploring how AI can enhance the way people work, without adding complexity.
If you’re thinking about intelligent support systems, we’d be happy to share what we’ve learned.
By leveraging AI-powered chat agents and focusing on employee support automation, we eliminated the need to navigate portals or remember complex procedures. Employees could simply ask — and get things done.
The Impact: 90% Faster, Smarter Support
After implementing this intelligent employee support automation system, the client experienced:
- Instant Responses: Urgent requests — often delayed due to form fatigue — were handled immediately through conversational input.
- High User Adoption: Over 90% of employees preferred using the AI-powered chat agents over traditional portals and ticketing systems.
- Fewer Missed or Misrouted Requests: Smart, automated routing reduced human error and improved resolution times across departments.
- Better HR Decisions: HR teams had quicker access to contextual employee information, improving their response quality and speed.
What This Means for You
If your organization is still relying on rigid portals or outdated ticketing tools, you’re likely facing hidden inefficiencies, especially when speed, clarity, and employee satisfaction matter most.
With our AI-powered chat agents and unified employee support automation solution, you can transform your support experience. No more waiting, guessing, or navigating outdated systems. Just simple, fast, intelligent help — wherever your team works.
Looking to modernize your HR and IT support?
Let’s talk about how our AI-powered solution can drive 24/7 support, faster workflows, and a better employee experience.
Talk to our solutions expert today.
Our digital world changes every day, every minute, and every second - stay updated.
