This example shows how employees can use the Outlook channel to ask HR questions and complete self-service tasks without leaving their email.
In this scenario, an employee needs emergency dental treatment while traveling. They contact their organization's HR support mailbox to check whether the treatment is covered and submit a reimbursement claim. The AI Assistant guides them through the process and completes the request in the same email conversation.
Scenario
An employee chips a tooth while on vacation in Spain and receives emergency dental treatment.
The employee emails the organization's HR support mailbox:
Employee: I chipped my tooth while on vacation in Spain and needed emergency dental treatment. Can I claim the cost?
The AI Assistant checks the employee's benefits information and replies with:
- Confirmation that emergency dental treatment is covered.
- The reimbursement limit.
- The information required to submit a claim.
The employee replies in the same email thread:
Employee: Yes, I'd like to submit a claim. I've attached my receipt.
The AI Assistant reviews the information, confirms the claim details, and submits the reimbursement request on the employee's behalf.
The employee receives a confirmation that the claim was submitted successfully.
Employee journey
During this interaction, the employee:
- Emails the HR support mailbox.
- Asks whether emergency treatment is covered.
- Receives guidance based on their benefits.
- Uploads the required supporting documentation.
- Reviews and confirms the claim details.
- Receives confirmation that the claim was submitted.
The employee completes the entire process without leaving Outlook.
Business value
Using the Outlook channel allows organizations to:
- Support employees through a familiar email experience.
- Answer benefits questions using the AI Assistant and connected knowledge sources.
- Guide employees through HR processes without requiring them to access the employee portal.
- Reduce manual administration by automating routine requests and claim submissions.
- Deliver a consistent AI Assistant experience across Outlook, Microsoft Teams, Slack, and other supported channels.
Related scenarios
The same conversation experience can be used for many other HR requests, including:
- Checking annual leave balances.
- Requesting time off.
- Finding HR policies.
- Updating personal information.
- Requesting employment verification letters.
- Creating HR support cases.