Case & Service (ECS)
An HR service desk with SLAs, a knowledge base, and a queue that routes itself.
Capabilities
What it does
- Multi-channel intake: portal, email, chat
- Tiered routing by category and entity
- SLA tracking with breach alerting
- Knowledge base with article suggestions
- Sensitive case handling with restricted visibility
- Volume and deflection reporting
AI LAYER
Intent classification and answer drafting from approved policy content, with the draft held for review on anything touching pay, exit, or a protected category.
