There is a lot of benefits to gain by automating the non critical HR request. Not only can we let HR actually focus on the things that matters, employees will also be able to get faster responses.
In the Tokyo release Issue Auto Resolution (IAR) for HR was introduced. It uses AI and NLU (Natural Language Understanding) to determine if the request are a critical or non critical request. The critical request are sent to an HR agent and all the non critical request will be handled with relevant catalog request or knowledge. Of course the employee can at any time request assistance by an HR agent.
There are some pre-requisites to be able to use IAR for HR (you find them here). IAR for HR is available with the Professional or Enterprise licens. For all those who are on the standard licens it would be a good exercise to map out the type of HR request they have within their organisation to see to potential gains with IAR.
I believe this could be a game changer for many HR departments handling a lot of repetitive, low complex request. And its quite easy to implement (here is a good exercise).
And link to document
