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Agentic AI: strategic impact on employee support management

Use case: employee support with an AI agent

Unstructured

5 days
(40 hours)
  • Support happens via email and scattered messages
  • High rework and incomplete information
  • Repeated questions drain the team
100 %

Structured

2 days
(16 hours)
  • Standardized forms and initial categorization
  • Organized knowledge base for internal reference
  • Less back-and-forth
40 %

Automated

1 day
(8 hours)
  • Automatic answers for frequently asked questions
  • Notifications, status, and transitions automated
  • Integration with HR systems
10 %

Agentic

Minutes
  • AI consults policies and responds automatically
  • Documented reasoning for auditing
  • Only complex cases are routed to HR

Meet the AI Agents powering your HR Service Delivery process

They automate responses, triage, and reasoning—reducing HR’s operational effort.

Intelligent Triage Agent

Classifies requests, validates internal policies, and automatically routes each demand.

Automated activities:

  • Automatic identification of the question topic
  • Consultation of the internal policy and document knowledge base
  • Path selection: resolve or escalate to HR

FAQ Agent

Generates personalized answers to frequently asked questions using official company documents.

Automated activities:

  • Reads the question and searches the source document
  • Creates a complete, well-supported answer
  • Instantly sends it to the employee

Policy Verification Agent

Ensures compliance and security by validating whether the answer follows HR policies.

Automated activities:

  • Checking benefits policies and regulations
  • Flagging exceptions or inconsistencies
  • Logging reasoning for auditing

See how Pipefy turns employee support into an intelligent workflow.

Stage
Pain points
Automated activities
AI Agents
Employee request

Pain points

Questions sent through multiple channels

Lack of context and incomplete information

Delayed start of support

Automated activities

Automatic card creation from the form

Initial request categorization

Intelligent Triage Agent
Automated triage

Pain points

Time-consuming manual analysis

Lack of response standardization

Difficulty finding internal policies

Automated activities

Automatic reading of the question

Consultation of the policy knowledge base

Decision: answer or escalate

Intelligent Triage Agent
Automatic resolution

Pain points

High volume of repeated questions

Dependence on the team for simple tasks

Inconsistent answers

Automated activities

Personalized answer generation

AI reasoning logged for auditing

Automatic response delivery

Automatic Responses Agent
Approval

Pain points

Overload of complex cases

Lack of prioritization

Low visibility into what requires human review

Automated activities

Identification of questions outside policy

Automatic flagging for the analyst

Context-based prioritization

Policy Verification Agent

70% of questions resolved automatically

Significantly reduce manual HR workload with automated answers for frequently asked questions.

98% faster responses

Support goes from days to minutes with AI Agents orchestrating the entire flow.

0% response inconsistencies

AI ensures compliance with internal policies and eliminates inconsistencies in employee responses.

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Become a Pipefy expert: master building AI agents and take your processes to the next level.

Learn, hands-on, how to create, automate, and scale end-to-end processes with Pipefy Academy.

What you will learn:

Create and organize your processes

Build forms and portals to centralize requests. Structure pipes and cards to track tasks with clarity and control.

Manage information with ease

Create custom databases and keep your team’s data always up to date and connected.

Automate and accelerate outcomes

Eliminate manual tasks with automations, AI agents, and email tools that work for you.

Analyze and optimize your operation

Build reports, interfaces, and dashboards to visualize metrics, spot bottlenecks, and make data-driven decisions.

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Start the Process Manager course now

Learn to use Pipefy strategically, build your first agent from scratch, and gain autonomy to scale your workflows—and keep scaling your workflows.

Access the course

Get your questions answered, learn more, and connect with other specialists.

Join conversations, share best practices, and discover new ways to elevate your processes.

Access Pipefy Community

Frequently asked questions

If you need help, we’re here to guide you and provide full support

What does the AI agent answer automatically in employee support?
It consults official company documents, internal policies, and FAQs to answer common questions immediately.
Does the agent replace the HR team?
No. It resolves simple questions and frees the team up for strategic analysis.
Can I customize the policies and content the agent uses to respond?
Yes. The entire library of policies, handbooks, and FAQs can be configured in Pipefy.
Does the system record the agent’s reasoning?
Yes. Each decision is documented for audit and compliance purposes.
Does the employee need to log in to submit questions?
Not necessarily. Pipefy supports public portals and forms.
Can I integrate employee support with HR systems?
Yes. Pipefy offers native integrations and API-based integrations.
How does HR know when a case needs human intervention?
The agent automatically flags questions that fall outside policy or require human validation.
Can the agent handle long or complex questions?
It analyzes context, validates policies, and, when needed, automatically escalates to an analyst.
Is the process secure for sensitive information?
Yes. Pipefy provides enterprise-grade security, integrated governance, and audit trails.
How long does it take to implement the AI Agents for employee support and see results?
On average, Pipefy agents are configured in minutes, and use cases—regardless of focus—deliver results in about 20 days. That makes Pipefy the most agile no-code AI solution on the market.

The platform global leaders trust to innovate and scale

Pipefy is one of the most respected platforms in the market, recognized by leaders for its innovation, robustness, and operational impact.

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