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Case study · Employee self-serviceHR stops being a call centre
The HR agent: employee self-service on Teams
An employee asks on Teams about leave, a certificate or a benefit. The agent answers from company policy and HR data, a robot issues the certificate — and sensitive cases reach a human with full context.
Executive summary
HR is drowning in repetitive questions: certificates, leave balances, request statuses.
An agent on Teams answers from policies and HR data; robots issue the documents.
A one-second answer instead of days; HR wins back time for recruiting and development.
Teams, SAP HR / the HR system, SharePoint; UiPath agent + robots.
A manufacturing and trading company, 2,500 employees
HR receives 1,800 requests a month. 70% — 1,260 cases — are repetitive: employment certificates, leave balances, request status, benefit rules, sick-leave settlement.
Half the workforce is on shifts — asking in the evening and at weekends, when the HR office is closed. Answers arrive a day or two later. Frustration grows on both sides.
The current reality
- HumanAn employee calls or emails HR
- WaitingThe case sits in an inbox — 1–2 days on average
- HumanAn HR officer digs through SAP HR, payroll and policies
- HumanThe certificate is typed up manually in Word
- Error riskAnswers differ depending on who replies
- WaitingAt payroll close everything waits even longer
The hidden cost of the current process
Being an answering desk costs more than the HR budget shows.
- 252 hours a month of HR time go to questions whose answers already sit in the system.
- Shift workers leave the line to chase paperwork — the cost lands on operations, not HR.
- Recruiting and development take the back seat — attrition creeps up quietly.
The cost of doing nothing
Manual work is an operational tax: the automation investment is finite, the manual cost is paid again every month.
The process after automation
- AutomationThe employee asks the agent on Teams — any time of day
- AutomationThe agent answers from policies and SAP HR data in seconds
- AutomationA robot generates and sends the certificate on the spot
- HumanSensitive cases go straight to a human — with context
- AutomationHR sees question trends in one panel
What the automation handles
- Answers to repetitive questions 24/7, holidays included
- Certificates, letters and request statuses on the spot
- Logging every case with a full trail
When a human decides
- Sensitive cases: health, disputes, personal situations
- Discretionary decisions — raises, policy exceptions
- Interpreting new regulations and agreements
Before
After
Value model — example assumptions
Business benefits
- HR returns to work that needs a human: recruiting, development, hard conversations
- A shift worker gets an answer at 10 pm, not after the weekend
- One policy, one answer — fewer disputes and appeals
- The company adds another plant without growing the HR team
Board-level KPIs affected
What management gains
- A dashboard of what people really ask — pay and attrition topics surface early
- A measurable response time instead of impressions
- Fewer escalations to line managers
Estimate it for your organisation
An illustrative estimate based on your inputs. A model of released capacity — not a savings promise.
Systems in this scenario
Inputs
- Teams / intranet
- E-mail / telefon
- Portal pracowniczy
Mientha agentic layer
- UiPath Agent Builder
- UiPath robots
- Maestro™ · Action Center
Core systems
- SAP HR / system kadrowy
- SharePoint (polityki)
- System płacowy
Human approval: Teams / Action Center
What we deliver
- Analysis of request statistics and the top 3 categories
- HR policies translated into answer rules
- An agent on Teams + robots for certificates and letters
- Sensitive-case routes with context handover
- A pilot with one site or department
- Monitoring, a trends report and answer-base growth
What we need to start
- 2–3 months of HR request statistics
- Current policies and regulations (PDFs are fine)
- A process owner on the HR side
- A technical account for the HR test environment
Implementation roadmap
Discovery
We map the process, data and exceptions with process owners.
Design
Target flow, business rules, approval thresholds.
Build
Agents, robots and integrations in your environment.
Validate
Tests on real cases, exception handling.
Go-live
Controlled rollout with human oversight.
Optimise
Monitoring, reporting and continuous improvement.
Typical duration depends on systems and rules — a single process is usually weeks, not quarters.
Risk and controls
Autonomy under control
- The agent answers only from approved sources — policies and HR data
- A sensitive-category list controlled by HR — those cases always go to a human
- Personal-data access mirrored from HR-system permissions
- A full question-and-answer log available to HR
Why now
- Every month is ~€6,300 of HR work on questions an agent can handle
- The labour market needs your HR for recruiting, not certificates
- Employees compare you with banks and e-commerce — they expect instant answers
Why this matters to:
The team stops being a hotline; time returns to recruiting and development.
The line does not queue for HR calls — cases resolve themselves.
HR cost per employee falls even as the company grows.
Questions we usually hear
A pilot answers that fast: a one-second reply at 10 pm on shift defends itself. Hard cases stay with humans — we do not change that.
The agent sees exactly what the HR officer handling the case would see — permissions mirror the HR system, and every access is logged.
An FAQ answers in generalities. The agent answers this employee's question — with their leave balance and their contract. You feel the difference on day one.
When this may not be the right solution
- Under ~200 requests a month — a tidy inbox and templates will do
- HR policies are unwritten or outdated — content first, agent second
- No approval for any automated handling of HR data
A question for your next board meeting
How many hours does your HR team spend every month answering the same 20 questions?
How much of your HR team's time goes to questions that repeat every month?
One quarter of request statistics is enough — we will show what the agent takes over first.
Show us your 3 most common HR requests