Case Management
Case Management
Case Management gives HR teams a more intelligent way to manage cases, with AI-powered intake and triage, guided case plans, and better visibility into service and employee experience.
Use Case Management to:
- Let AI clarify requests, capture the details needed for categorization, and route cases to the right team.
- Use case plans to coordinate multi-step work between AI and HR teams.
- Track SLAs and XLAs alongside AI quality signals and employee feedback.
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Case analytics
Case Analytics gives case agents and case managers a detailed view of an individual case, helping them understand what happened, how the case progressed, and where action may be needed.
Use Case Analytics to:
- Review the case timeline, activity, messages, and key events in one place.
- Understand how the case progressed through its lifecycle.
- Review service-level performance and key case measures.
- Use case-level insights to identify issues and improve how individual cases are handled.
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- Understand case analytics and service levels
- Understand SLA policies
- Understand Experience Level Agreements (XLAs)
Case Management analytics
Case Management Analytics gives HR leaders and case managers a clearer view of how case work is performing across teams, from demand and backlog to service levels and employee experience.
Use analytics to:
- Compare case volumes, workloads, and performance across teams and time periods
- Analyze backlog, priority, status, categories, flags, and time in status
- Track SLA and XLA performance to understand both operational efficiency and employee experience
- Review AI triage results and employee feedback to identify opportunities to improve case handling
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AI and automation
Agentic workflow builder
The agentic workflow builder lets Experience Designers create multi-step HR processes that combine AI, integrations, business rules, and external events.
Use agentic workflows to:
- Automate processes such as time-off requests, job and position requests, onboarding, and approvals.
- Combine AI reasoning with deterministic integration actions.
- Pause for employee input or external events, branch based on data, and process lists of items.
- Let the AI assistant start published workflows when they match an employee's request.
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Agent Tools
Workday and SAP SuccessFactors tools
Agentic AI experiences can now use out-of-the-box tools for Workday and SAP SuccessFactors, giving AI assistants and workflows access to common HR data and actions.
Use these tools for capabilities such as:
- Worker and organizational lookups
- Leave information and actions
- Job and position information
- Guided HR updates where your organization enables them
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Document generation for AI agents
AI agents and workflows can now generate documents from templates as part of an automated process.
Use document generation to create personalized documents from information gathered during an employee conversation or workflow, reducing the need to manually collect information and prepare documents.
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Visual AI responses across channels
Applaud Visuals enables the AI assistant to present information in richer, more structured formats, making complex answers easier for employees to understand.
Use Applaud Visuals to return:
- Charts, cards, lists, maps, organizational charts, and diagrams in the employee portal and mobile app.
- Visual AI responses in Microsoft Teams and Slack, where supported visuals are delivered as images directly in the conversation.
- Visual responses through Microsoft Outlook and other supported channels, so employees can get useful information in the experience they're already using
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MCP Server connector
Applaud now supports an MCP server connector, allowing Applaud to connect to supported external MCP providers, discover the capabilities they make available, and use them as Agent Tools.
Use the MCP server connector to:
- Connect to external capabilities: connect Applaud to supported MCP providers and discover the capabilities they offer.
- Bring tools into Applaud: make discovered external capabilities available as Agent Tools for use in Applaud.
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Knowledge and content
SharePoint knowledge integration
The SharePoint knowledge connector lets organizations bring selected SharePoint content into Applaud Knowledge Management so employees and AI assistants can use the latest policies, guides, and intranet content when answering questions.
Administrators can select which SharePoint sites to connect and keep content up to date through scheduled synchronization.
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Unified Knowledge Engine
The Unified Knowledge Engine brings knowledge from SharePoint, published articles, uploaded documents, and other sources into a shared knowledge layer.
This gives the AI assistant and case AI a more consistent foundation for finding and using organizational knowledge across different content sources.
Knowledge UI improvements
The Knowledge Management experience has been updated with a refreshed UI designed to make working with knowledge content clearer and easier.
Channels
Slack channel
Employees can now use the Applaud AI assistant directly from Slack, including assistant threads, direct messages, and channel mentions.
The Slack channel supports:
- Threaded conversations and follow-up questions
- Knowledge sources and attachments
- Reaction-based feedback
- Visual responses delivered directly in the conversation
- Actions that respect the employee's Applaud identity and access
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Outlook channel
Employees can use the Applaud AI assistant through a connected Microsoft 365 shared mailbox, keeping questions and follow-up conversations together in the same email thread.
The Outlook channel supports employee questions, attachments, and ongoing conversations, with safeguards for automated replies, rate limits, and attachment scanning.
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Channel management
Channel management provides a central way for administrators to manage the channels through which employees interact with Applaud.
This makes it easier to configure and manage experiences across channels such as the web, Slack, Microsoft Teams, and Outlook.
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Reporting
Reporting
Reporting makes it easier to turn Applaud data into shareable Excel reports that can be generated on demand or scheduled automatically.
Use reporting to:
- Define filters, columns, parameters, and aggregations for reusable reports
- Generate reports using each recipient's permissions
- Schedule recurring reports and deliver personalized results
- Notify users in the application or by email when reports are ready
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Analytics improvements
Global Analytics
Global Analytics now includes activity from Slack, Microsoft Teams, Outlook, and email in the Active Users by channel view, alongside web usage.
This gives you a clearer picture of AI assistant adoption across the channels your workforce uses the most.
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AI effectiveness analytics
AI effectiveness analytics now provide a more accurate view of AI assistant activity by excluding Case Management conversation activity from assistant measures.
Use the updated analytics to:
- Measure AI assistant conversations, topic effectiveness, and related metrics without case workspace activity affecting the results.
- Compare demand drivers and trends using clearer period sparklines and labels.
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Knowledge analytics
Knowledge analytics now provide a more consistent view of content engagement and deflection.
Use the updated analytics to:
- See consistent deflection figures across knowledge deflection metrics and the Knowledge Management performance overview.
- Follow engagement through the knowledge funnel, from article views to deeper reads and feedback.
- Focus performance measures on attributed knowledge content for a clearer view of deflection.
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Integrations and employee data
Native HRIS Employee Feeds and event ingestion
Employee Feeds provide a way to synchronize workforce data with Applaud and use employee lifecycle events to start automated experiences.
Use Employee Feeds to:
- Import and update employee records from HR systems, APIs, spreadsheets, or webhooks.
- Map only the employee fields Applaud needs.
- Trigger experiences from events such as new hires, leavers, manager changes, and job changes.
- Connect supported HRIS systems including Workday, SAP SuccessFactors, Oracle HCM, and UKG.
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External integration connections
Applaud Cloud now supports external integration connections, expanding the systems that can be connected to Applaud and used by AI assistants, workflows, and other experiences.