HR & IT Employee Assistant
The right policy answer for every employee, in seconds, without another ticket.
“How much parental leave do I get?” has a different answer in Chennai, London and Austin. So does “Which laptop am I eligible for?” Employees don't know which policy applies to them, so they ask HR or IT, and the same questions arrive hundreds of times a year. A BoldAgent employee assistant answers them on the Agent Hub, from your own policies, tailored to the person asking.
The questions that fill your inbox
Not hard. Just repetitive.
Most internal requests aren't hard. They're repetitive, and the answer is already written down somewhere that's hard to find.
HR
4 recurring- How many days of annual leave do I have left this year, and do they carry over?
- What's the parental leave policy for my country?
- When is the payroll cut-off for expense claims this month?
- How do I add a dependant to my health insurance?
IT
4 recurring- How do I set up the VPN on a new laptop?
- Which software can I install without approval?
- My laptop is four years old. Am I due a replacement?
- How do I get access to the finance shared drive?
Each of these has an answer in a policy document, an intranet page or a knowledge-base article. The assistant's job is to find the right one and apply it to the person asking.
Same question, different answer
One agent, three correct answers
Policies vary by country, contract and department. A generic answer is often a wrong answer. The assistant uses user fields passed in as context, such as location, employment type and department, so it reads the policy that actually applies. Three employees ask the same question:
How much parental leave am I entitled to?
- Priya ChennaiFull-time
You're entitled to 26 weeks of paid maternity leave under the India leave policy. Apply through the HR portal at least eight weeks before your planned start date.
India leave policy - James LondonFull-time
You're entitled to up to 52 weeks of leave, of which the first 26 weeks are enhanced pay under the UK family leave policy. Let your manager and HR know at least 15 weeks before the due date.
UK family leave policy - Maria AustinContractor
The company parental leave policy applies to employees rather than contractors. Your contracting agency's terms apply. HR can confirm the details for your agreement.
Contractor terms
The policies above are illustrative. What matters is the mechanism: the same agent, the same library, and three correct answers instead of one misleading one.
Building a knowledge base employees can trust
Four sources, four jobs
An employee assistant is only as good as the content behind it. Each source type in a BoldAgent library does a different job.
- Website
Intranet pages: crawl and keep in sync
Crawl your HR and IT intranet sections with the Website source. Review the crawled pages and exclude what doesn't belong, such as archived announcements, event pages and old org charts. Re-sync whenever a policy page is updated, so the assistant never quotes last year's version.
- Files
Policy documents: check how they're split
Upload handbooks and policy PDFs as Files. Policy documents are full of tables (leave by country, equipment by role), and a table split across two chunks produces half-answers.
Open the file and inspect its chunks exactly as the agent sees them. If the leave table is split from its heading, adjust the chunk size or overlap and re-index. This takes minutes, and it fixes the most common cause of wrong policy answers before anyone sees one.
- Knowledge Base
Knowledge base: bring in what IT already wrote
Import your existing IT how-to articles with the Knowledge Base source. The VPN set-up and password reset guides your IT team maintains become answers immediately.
- Q&A
Q&A: pin down the answers that must be exact
Some answers can't be paraphrased: dates, deadlines, cut-offs and contact details. Author them as Q&A entries so the wording is always exactly right.
| Use Q&A for | Leave to documents for |
|---|---|
| “When is the expense cut-off this month?” | “How does the expense policy work?” |
| “What are the IT helpdesk hours?” | “How do I troubleshoot my VPN?” |
| “Who do I contact for payroll queries?” | “What's covered by our health insurance?” |
Starting from a plugin
Start from a ready-made skill
You don't have to write the assistant's procedures from scratch. Browse the Plugins catalogue for ready-made skills that fit internal support work. Each plugin documents what it does, what it deliberately doesn't do, the example requests it handles, and which sections are safe to customise.
Install one and it appears in your Skills, where you edit only the parts that need to reflect your company, such as tone, escalation contacts or which systems to mention. When you improve it later, upload a new version and every linked agent picks it up on publish.
Who sees what
The right content for the right audience
Not every policy belongs in front of every employee, and not every administrator should edit every agent. BoldAgent's workspace administration lets you decide.
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Separate agents for separate audiences.
Keep a general Employee Assistant for everyone, and a separate People Manager Assistant with policies on performance reviews and compensation bands. Each links only the libraries its audience should see.
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Categories keep things organised.
Tag agents, skills and libraries as HR or IT, so each team finds and maintains its own content without wading through the other's.
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Roles and teams control editing.
Put your HR content owners and IT content owners into their own teams, and use roles to decide who can edit libraries, publish agents or change settings.
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Every change is on record.
Audit logs capture who changed what and when, filterable by module, activity, user and date. That matters when an employee asks why they were given a particular answer about a policy.
Meeting employees where they are
No installation, no integration work
- Hosted page
Agent Hub
The Agent Hub gives employees a hosted page they can use straight away, with no installation or integration work. They search for the assistant, favourite it, and come back to it like any internal tool.
- Your intranet
Chat Widget
If your company already has an employee portal or intranet, embed the assistant there with the Chat Widget instead.
- Your internal app
Developer API
Or call it through the Developer API from your own internal app.
Passing the signed-in employee's details as context gives you the same tailored answers in every channel.
When a question needs a person
Knowing when not to answer
Some questions shouldn't be answered by an assistant, and some answers aren't written down yet.
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Nothing relevant found.
With Grounded response only turned on, the assistant doesn't improvise HR policy. It returns your fallback instead, such as:
“I couldn't find a policy that covers this. Please contact your HR business partner at hr@yourcompany.com.”
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Sensitive situations.
Write a condition into the instructions for topics like grievances, health disclosures or disciplinary matters. The assistant then responds with care and directs the employee to the right person, rather than attempting an answer.
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Requests that need action.
Connect your IT ticketing system as an API Connection, and the assistant can raise a ticket for an access request with the details already filled in. Add human approval for requests that grant access to sensitive systems, so IT signs off before anything is submitted.
A content owner's weekly routine
Fifteen minutes a week keeps it accurate
An assistant stays accurate when someone owns it. Fifteen minutes a week covers most of the work.
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Open Knowledge Gaps.
See which questions the assistant couldn't answer well, grouped into themes. A cluster about the new hybrid-working policy means the policy page hasn't been crawled, or the policy doesn't exist yet.
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Fill the biggest gap.
Re-sync the intranet, upload the missing document, or add a Q&A entry. Watch the proportion of gaps addressed rise.
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Check the evaluation datasets.
Keep one dataset per policy area. The dataset list shows each as failing, at risk, healthy or never run, so you can see at a glance where answers have drifted.
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Re-run after policy changes.
When HR updates a policy, re-run the relevant dataset against the new content and compare it with the previous run before publishing.
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Glance at usage.
Analytics shows activity and credit use for the assistant, which helps you report the value of the work and plan capacity.
Get started
Five steps to your employee assistant
- Create a library and crawl your HR and IT intranet pages.
- Add user fields for location, department and employment type.
- Turn on grounded responses so policy answers stay accurate.
- Set up teams and roles for your HR and IT content owners.
- Publish the assistant to the Agent Hub and share it with your company.