HR Virtual Assistant

This is a virtual assistant built for HR departments to automate vacation and sick day requests. It can be re-configured to enable self-service options for other needs like bill payment, FAQs, status updates, and more.

Inbound SMS – The Inbound SMS trigger prepares the flow for a call.

 

Regex (Remove Special Characters) – Removes non-desired characters from ANI.

 

External Web Call (Lookup Caller) – Lookup the caller information in your CRM or WFO to determine if they are an employee.

 

Switch (Intent) – Direct customer based on their inquiry. Intents used in this example:

  • Reset – reset the flow to start over
  • Help – respond with the help menu
  • Welcome – respond with the greeting
  • Main Menu – respond with the main menu
  • PromptDate – prompt the user for a date
  • sendMessage – send a message to the user’s supervisor

 

Watson Assistant Send the information received to Watson for processing. Information required:

  • Watson API Key
  • Watson Workspace URL
  • Watson Workspace ID
  • Message Sent by the Caller 

 

Regex (Parse Watson Response) – Parse the Watson response to determine next steps. In this example, data is returned as follows: Intent:EntityType:EntitiyValue:OutputText

 

SMS (Greeting) – Send the application greeting to the caller.

 

SMS (Reset) – Notify the caller that their session has been reset.

 

SMS (Help) – Send the application help menu to the caller.

 

External Web Call (getSupervisor) – Get the supervisor information from your CRM or WFO system.

 

SMS (Send Message) – Send the caller’s message to the caller’s supervisor based on their information in the CRM / HR system.

 

External Web Call (getSchedule) – Call to scheduling system to retrieve users schedule.

 

Set Variable (Set Reply) – Sets the reply to the user: The following message was sent to your supervisor.

 

SMS (Reply To Caller) – Sends SMS back to caller with the results of the transaction.

 

Set Variable (Set Reply) – Sets the reply for the message.

 

Set Variable (Set Schedule) – Sets the message for the schedule request.

 

External Web Call (requestVacation) – Call to scheduling system to request vacation day.

 

Set Variable (Set Vacation Response) – Sets the response to be sent to the caller notifying them of the result of their request.

 

External Web Call (requestSickDay) – Call to scheduling system to request a sick day.

 

Set Variable (Set Sick Response) – Sets the response to be sent to the caller notifying them of the result of their request.

 

Set Variable (Set Error Response) – Sets the message to be sent in the event of system error.