HR case management where the agents draft a cited reply, check it against the employee's own records, and a person sends it
Every HR answer cited to the policy that applies; sensitive cases always with a person.
See one case, screen by screen ↓Software that takes an employee's question — about leave, pay, benefits, letters or policy — from any channel to an answer, with routing, service levels and a record. HR Case Management adds seven agents that triage every case, move sensitive ones to a protected queue, find the policy for the employee's country and contract, draft a reply in which every sentence is cited and check it against the employee's own records. An HR specialist sends or edits every reply.
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An HR service centre in a company that spans 30 countries answers the same question 30 different ways. Whether Ana in Lisbon can carry over her leave depends on her country, her legal entity, her grade, her contract and what she has already booked. Specialists hunt through policy PDFs on the intranet and knowledge articles that have drifted from the policy, then look up the employee's balance in Time & absence and write the reply, often in a second language — with no record of which rule the answer relied on.
The risk is not speed but correctness, and what hides inside routine questions. A leave question that mentions a manager “making it clear I'll regret asking” is a harassment disclosure; handled like a ticket, it is the start of a grievance. Pay-information requests, whistleblowing reports and data-access requests arrive as ordinary cases with legal clocks already running, and reporting says how fast cases closed, never whether the answer was right.
Estimated split for a typical leave, pay or benefits question at a multi-country HR service centre, by hand and with the solution.
Seven agents triage, guard, find the policy, draft, check each claim and keep answers right; an HR specialist sends every reply.
Kestrel & Vane Group employs 40,200 people in 30 countries, and its People Services team answers them from four hubs. On Wednesday 14 October 2026 at 08:47, Ana Silva, a customer operations analyst in Lisbon, writes to HR in the workplace chat. Here is how the agents and the people work on it, screen by screen, in the working solution.
“Hi, I still have 7 days of holiday left this year. Can I carry them over to next year? I'm planning a long trip to see my family in February.” The intake & triage agent links her to her record, KV-PT-20417, and sets Leave & absence › Carry-over, Portugal, Kestrel & Vane Distribuição Portugal, English, Normal · P3 — each with a confidence. The sensitivity guard reads the same message on its own and agrees: nothing sensitive.
Intake: “Every channel in one place, as the intake & triage agent read it. The sensitivity guard reads each case again, on its own.”
Tom covers Portugal, Spain, Germany, France, Italy and the United Kingdom, with 37 open cases on his desk. Today shows 12 drafts ready for him, every one checked against the employee's records, and 2 blocked by the check. Ana's case is at the top: “Draft ready · 6 of 6 claims match · Portugal PT-HR-07 §4.2”. Beside it, the agents at work and the policy changes that touch his cases.
“Drafts are suggestions — you send every reply.”
The case opens as a conversation. On the right, the margin holds the sources: PT-HR-07 Annual Leave Policy v3.1 §4.2 (up to 5 days carried over with the manager's agreement, taken by 30 April), §4.3 (ask in Time & absence by 15 December), Labour Code Art. 240(2), and Ana's own records. Under her message sits the drafted reply, and every sentence carries the number of its source.
“Hi Ana, yes — you can carry up to 5 of your 7 remaining days into 2027, as long as Rui agrees, and you'll need to take them by 30 April 2027.”
The Agents' run tab shows the work. The policy agent found three passages for Portugal, KV Distribuição, all grades, in force that day — and skipped knowledge article KA-0217, which still says 31 March, and the expired v3.0. The drafting agent wrote four sentences in English, one claim per sentence, and suggested booking the 2 days that would lapse. Each agent hands to the next.
The policy agent never cites a policy version not in force on the case date, or an article flagged stale.
Separately from the drafting agent, the checking agent re-reads Ana's records and the policy text. 7 days remaining in 2026 (25 entitlement − 16 taken − 2 booked); Portugal policy applies; it covers her permanent, full-time contract; the §4.4 exception does not apply; Rui Marques approves the request; policy v3.1 is in force. Six of six claims match, so the draft is marked ready.
The checking agent never edits the draft itself — it blocks and explains.
Tom sends the reply unchanged, with reason code S0. Before it goes, the send screen shows who it goes to, 5 sentences with 4 cited, the check and the reason code. It goes to Ana in the chat where she asked, 27 minutes after she asked, against a service level of 8 working hours, with the sources under the reply.
“I don't want a chatbot answer. I want to see the rule, her balance, and then press send.” — Tom Becker
In Ask HR, Ana sees the reply with its four numbered sources — the policy sections, the Labour Code article and her leave balance, read that morning — and that Tom Becker answered at 09:14. The notice above the box tells her replies are drafted with AI help and sent by a person in People Services. She can rate the answer or reopen the case.
“Replies are drafted with AI help and sent by a person in People Services. You can always ask for a call.”
Felix Wagner, a machine operator in Augsburg, asks by email why his Sunday shift on 4 October paid only a 50% premium. The draft quoted the standard German rule, DE-HR-11 §3. The checking agent read his record: he works the continuous-shift model, and works agreement BV-AUG-2023-04 pays 100% on Sundays. Send is disabled until Tom regenerates the draft with the shift agreement.
“The checking agent stopped this draft: ‘Sunday premium is 50%’.”
A portal question about leave mentions a manager “making it clear I'll regret asking”. Triage read Leave & absence at 0.93; the guard read possible harassment at 0.81. The agents disagreed, so the case went to the protected queue: drafting is off, only Helen Novak and Priya Raman can open it, and Helen took it at 08:02, 14 minutes after it arrived.
“Drafting is off for protected cases. A person reads, replies and decides. Every view is logged.”
Miguel Ferreira asks to carry over 9 days, where the policy allows 5. Tom sent it to Priya with the case attached. She sees the ask, why, the policy — PT-HR-07 §4.5, an HRBP may approve more where the business cancelled approved leave — and what the agents found: the cancellation email of 28 July is on file, and 4 of the 9 days were cancelled approved leave. She approves or declines with a reason code and her signature.
“When it reaches me, I want the whole story and the policy, not a forwarded email.” — Priya Raman
The same carry-over question, seen by the five people around it — what their week looked like, and what it looks like now.
Seven agents triage, guard, find the policy, draft, check each claim and keep answers right; an HR specialist sends every reply.
Reads every case from the portal, email, chat and phone notes; sets type, subtype, country, entity, language and urgency with a confidence; links the employee record; merges duplicates.
Reads the same case on its own for harassment, discrimination, health, pay disputes, whistleblowing, threats or self-harm, and restricts access to a named list.
Finds the passages that apply to the employee's country, entity, grade, contract and date, and compares local policy with the statute and the Group standard, raising conflicts to the policy owner.
Writes the reply in the employee's language, one sentence per claim, each linked to its source in the margin.
Re-reads the employee's own records in Core HR, Time & absence and Payroll, and the policy text, to confirm every claim; blocks the draft on any mismatch and explains it.
Watches service levels and legal clocks, forecasts breaches and proposes reassignments by language skill and current load, for a person to apply.
Drafts articles for questions asked again and again with no article; when a policy changes, finds the articles and open drafts that cite it and re-checks them; links low ratings to articles.
Sends; HRBP signs exceptions; ER owns protected cases. The agents propose; a named person decides.
Ask in plain words about any case, policy or clock in People Services. Every answer names its sources and opens the screen to check them.
Why was Felix Wagner's draft blocked?
The draft for HR-48177 said Felix's Sunday shift earns a 50% premium. The checking agent read his record in Core HR: he works the continuous-shift model at the Augsburg plant, and that works agreement pays 100% on Sundays. So his statement is €76.40 short for the 8 hours on 4 October. Press “Regenerate with the shift agreement” and the check runs again.
Which open cases does the Portugal leave policy change affect?
PT-HR-07 changed on 9 October: carried-over days are now taken by 30 April, not 31 March. The knowledge agent re-checked the 14 open drafts that cite §4.2 — all already cite v3.1, including Ana Silva's HR-48213. One article still gives the old date: KA-0217, viewed 1,240 times in 30 days, kept out of every reply until Marta publishes the update.
Show the protected cases closest to their clock
Two need attention. HR-48195 (harassment, Spain) has no named person yet — 2 minutes left of the 1-hour target. HR-48155 (whistleblowing, Poland) must be acknowledged by 19 October, 7 days after it arrived. You are not on either access list, so the queue opens without details; Priya Raman or Helen Novak can assign them.
Draft this week's service summary for Marta
People Services, 30 days to 14 October: 97.8% of cases inside their service level; median first reply 1 h 52 min, down from 26 h in 2025; 71% of drafts sent unchanged, and the check stopped 140 before anyone saw them; 31 cases at risk in the next 8 hours, with 8 suggestions ready; average rating 4.6 out of 5 from 1,212 employees.
13 screens from the working solution, on its sample data. Pick one to see it large.
What the guard protects, how sure the agents must be and which clocks run are settings — versioned and logged.
| Setting | Default | Choose from |
|---|---|---|
| Sensitivity categories | Harassment and bullying, discrimination, health, pay disputes and equal pay, whistleblowing, threats and violence, self-harm or crisis | Each always on, with its owner: employee relations, occupational health, HRBP and reward, ethics and compliance |
| Two keys: triage and the guard must both clear a case | Locked on | Any disagreement goes to the protected queue |
| Triage confidence to route without a check | 0.80 | Slider from 0.50 to 1.00 · below it the case is marked “Check category” |
| Minimum policy match to cite a passage | 0.85 | Slider from 0.50 to 1.00 · below it the passage is shown as “possibly relevant”, never cited |
| Claims the checking agent must confirm | 100% — locked | A draft with any unconfirmed claim is blocked |
| First reply by priority | P1 2 h · P2 4 h · P3 8 h · protected 1 h to a named person | Hours per priority, in the hub's working hours |
| Legal clocks | Whistleblowing 7 days to acknowledge, 3 months to feedback · pay information 2 months · data access 1 month | Calendar days, started when the case arrives |
| AI notice to employees | Locked on | “Replies are drafted with AI help and sent by a person in People Services.” |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (an HR help desk vendor’s published statistics — median HR ticket resolution about 82 hours; EEOC FY2024 charge data via Seyfarth — 35,774 harassment charges; TULRCA s.207A and the ACAS Code of Practice — an award may be raised by up to 25%). Portugal's Labour Code Art. 240(2), EU Directives 2019/1937 and 2023/970, GDPR and EU AI Act Art. 50 are named as context only. People, companies and cases named on this page are fictional — characters and sample data in the working solution.
Software that takes an employee's question — about leave, pay, benefits, letters or policy — from any channel to an answer, with routing, service levels and a record. HR Case Management adds seven agents that triage every case, move sensitive ones to a protected queue, find the policy for the employee's country and contract, draft a reply in which every sentence is cited and check it against the employee's own records. An HR specialist sends or edits every reply.
A sensitivity guard reads every case on its own, apart from triage. If either agent sees harassment, discrimination, health, a pay dispute, whistleblowing, threats or self-harm, the case goes to the protected queue: no agent drafts it, only its access list can open it, a named person is assigned within the hour and every view is logged.
The policy agent searches a versioned policy library by country, entity, grade, contract and the date of the case, and compares local policy with the statute and the Group standard. It cites only versions in force on the case date, never a stale article, and raises conflicts — such as a vacation policy less generous than the law — to the policy owner.
No. The agents draft and check; a named HR specialist sends every reply, unchanged or edited with a reason code. A draft whose claims do not all match the employee's own records is blocked, and bulk send takes only unedited drafts whose check passed.
The knowledge agent finds every article and open draft that cites the changed section, re-checks the drafts and proposes the article update. Stale articles are kept out of every reply until the HR operations manager publishes the fix.
Yes. The portal and every reply say that replies are drafted with AI help and sent by a person in People Services, and name the person who sent it. The notice is locked on in settings.
Yes. Specialists send every reply, HR business partners decide every exception with a reason code and signature, employee-relations investigators own every protected case, and the HR operations manager publishes every article. The agents may not send, decide, publish, pause a clock or open a protected case outside its access list.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your policies by country, works agreements, routing and service levels — and it goes live once every quality gate has passed. Setup ends with a dry-run on 200 of your past cases, comparing the agents' answers with what was sent.
Every applicant read against the job, and every decision cited and checked for fairness.
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1-min demoWe'll run HR Case Management on a sample of your own past cases and the policies they were answered from.