AI can help you understand cases more quickly, summarize conversations, and draft responses, allowing you to spend more time resolving employee requests.
AI is designed to support your work, not replace your judgment. You're responsible for reviewing AI-generated content before sharing it with employees or making case decisions.
AI features in the agent workspace
Depending on your organization's configuration, you can use AI in several ways while working a case.
| Feature | Purpose |
| AI Insights | Summarizes the case and highlights important context. |
| Ask AI | Lets you ask questions about the case, generate ideas, or draft responses privately. |
| AI-generated drafts | Helps you prepare employee communications before sending them. |
Review AI Insights
AI Insights provides a summary of the case based on the current conversation.
Use AI Insights to:
- Quickly understand long conversations.
- Catch up on cases reassigned to you.
- Identify important context before replying.
- Refresh your understanding after new updates are added.
If the conversation changes significantly, refresh the summary to include the latest information.
AI Insights is designed to save time, but you should still review the conversation when handling complex or sensitive requests.
Use Ask AI
Ask AI helps you work through a case without adding messages to the case conversation.
You might use Ask AI to:
- Summarize a discussion
- Explain confusing information
- Suggest a professional response
- Help rewrite a draft
- Identify missing information before replying
Ask AI conversations are private. Other agents and employees can't see your prompts or responses.
Draft employee responses
AI can help generate draft responses for employee communications.
Before sending an AI-generated draft:
- Check that it's accurate.
- Confirm it reflects your organization's policies.
- Remove any unnecessary or repetitive wording.
- Make sure it answers the employee's question clearly.
Edit the draft as needed before sending it as a public update.
When to use AI
AI is most helpful when you need to understand information quickly or prepare clear communications.
Consider using AI when you:
- Receive a lengthy or complex case.
- Take over work from another agent.
- Need help drafting a clear response.
- Want to summarize a long conversation.
- Need assistance organizing information before replying.
When to rely on your judgment
AI doesn't replace professional decision-making.
Always use your own judgment when:
- Interpreting HR policies
- Making case decisions
- Handling sensitive employee situations
- Responding to legal, compliance, or disciplinary matters
- Sharing information with employees
Review AI-generated content carefully before using it.
Best practices
- Read the case before relying on AI summaries.
- Use AI to support your investigation, not replace it.
- Review every AI-generated response before sending it.
- Edit drafts to match your organization's tone and policies.
- Don't assume AI-generated information is always complete or correct.