An AI intake brief tells the AI Assistant what information to collect before creating a case. A well-written intake brief helps gather the details agents need to start working the case without asking unnecessary follow-up questions.
Each category can have its own intake brief. Tailor the brief to the information required for that type of request.
Before you begin
What makes a good intake brief?
An effective intake brief:
- Explains what information the assistant should collect.
- Focuses on the information agents need to resolve the request.
- Uses clear, natural language.
- Is specific to the category.
- Keeps the conversation focused on the employee's request.
Avoid describing internal processes or how the AI Assistant should work. Instead, describe the information that should be gathered.
Recommended starter categories
The following examples illustrate effective intake briefs for common HR services.
| Category | Description | AI intake brief |
| Pay and Benefits | Questions about pay, payroll, benefits, pensions, and deductions. | Ask what the employee needs help with, such as a missing or incorrect payment, a payslip question, a benefits enrollment change, or a pension query. Capture the pay period or check date, the amount or deduction involved if known, and any reference numbers from payslips or benefit statements. |
| HR Policy | Questions about company policies, handbooks, and procedures. | Ask which policy or topic applies, such as remote work, dress code, or the disciplinary process. Capture what the employee wants to know or do, any relevant dates, and whether they have already spoken with their manager. |
| Leave and Absence | Annual leave, sickness, parental leave, and other leave-related requests. | Ask which type of leave applies, such as PTO, sick leave, parental leave, or bereavement leave. Capture the relevant dates and whether the employee needs a balance check, a new request, or a correction. Also ask whether manager approval has already been given. |
| IT Access | Requests for access to systems, accounts, and applications. | Ask which system or application the employee needs access to and what they are trying to do. Capture whether access is new, restored, or changed, when access is needed, and any error messages or account details they can provide. |
Creating more specific categories
If you divide a broad category into smaller, more specialized categories, update the intake brief to collect information relevant to that request.
For example, instead of a single Pay and Benefits category, you might create separate categories for different benefits.
| Category | AI intake brief |
| Medical Benefits | Ask which plan year applies and whether the question relates to coverage, a claim, or an ID card. Capture any relevant dates or claim numbers. |
| Dental Benefits | Ask which dental plan applies, whether the question relates to coverage or a claim, and, if known, the provider or procedure. |
| Leave Balance | Ask which type of leave applies, the relevant dates, and whether the employee needs a balance check or a correction. |
Best practices
When writing intake briefs:
- Collect only the information agents need to begin working the case.
- Ask for dates, reference numbers, account details, or amounts only when they're relevant.
- Use terminology employees understand.
- Keep the brief focused on a single category.
- Review and refine intake briefs based on the types of cases your organization receives.
Most intake briefs only need one or two sentences.
Examples
The following example shows the difference between a vague and an effective intake brief.
Less effective
Handle pay questions professionally.
More effective
Ask which pay period applies and whether the issue is a missing payment, an incorrect deduction, or a question about the payslip. Capture the amount or deduction involved if known.