PR-01Active
Conversational Agent
Understands employee intents, validates security context, routes requests to appropriate action
SHEET 01Use CaseEmployee IT & HR Helpdesk
Automate employee IT and HR helpdesk support at enterprise scale
Automate internal support for IT tickets, HR policy questions, benefits inquiries, and onboarding tasks. Agents pull answers from internal wikis and escalate to the right team when needed.
63%of helpdesk requests resolved without human intervention
15 minaverage resolution time (vs. 2+ hours manual)
94%employee satisfaction with helpdesk support
2.5 FTEequivalent reduction in helpdesk staffing needs
SHEET 02The ChallengePROBLEM
The helpdesk support challenge
IT and HR helpdesk teams drown in repetitive requests‚password resets, access provisioning, benefits enrollment, policy questions. Each interruption pulls teams away from strategic work. With hybrid and remote workforces, employees need support outside business hours. Backlogs grow, ticket resolution SLAs slip, and employee frustration mounts. Manual processes create inconsistent outcomes and compliance gaps.
SHEET 03The SolutionASSEMBLY
How assistents automates helpdesk support
assistents helpdesk agent integrates with Active Directory, Okta, Jira, Workday, and ServiceNow to handle identity and access requests instantly. Employees ask questions in natural language via chat or voice—the agent verifies identity, validates requests, executes actions, and confirms completion. Complex requests are escalated with full context. Analytics track request patterns and identify training opportunities.
PR-02Active
Workflow Agent
Executes password resets, provisioning requests, policy lookups, and status checks in connected systems
PR-03Active
Data Analyst Agent
Tracks helpdesk metrics, identifies repetitive requests, measures resolution time and satisfaction
SHEET 04How It WorksPIPELINE
How helpdesk support agents work
- STEP 01Connect systems
Integrate the agent with your IAM, HRIS, ticketing platform, and knowledge base. Define permissions and action rules.
- STEP 02Train on policies
assistents learns your IT policies, HR benefits, access requirements, and compliance rules.
- STEP 03Deploy chat & voice
Launch agent on Slack, Teams, phone, or web. Employees submit requests 24/7. Agent verifies identity and intent.
- STEP 04Execute or escalate
For routine requests, the agent acts directly (reset password, send invite links). Complex cases escalate with context.
- STEP 05Measure resolution
Track first-contact resolution, SLA compliance, and employee satisfaction. Retrain on edge cases.
5 steps deploy to production in weeks
SHEET 05Measurable OutcomesMEASURED
Measurable helpdesk support outcomes
63%of helpdesk requests resolved without human intervention
15 minaverage resolution time (vs. 2+ hours manual)
94%employee satisfaction with helpdesk support
2.5 FTEequivalent reduction in helpdesk staffing needs
SHEET 08Sign-offREADY
Ready to see this in action?
Schedule a personalized demo to see how assistents’s AI agents can solve this challenge for your organization.
- Stage
- Discovery to production · 4 weeks
- Deployment
- Cloud · On-premise · Hybrid
- Governance
- Audit trail on every action
- Sheet
- 8 of 8 · Use Case