CanonHR answer hub A day to seconds
An HR question used to wait a day for a person, and now it is answered in seconds.
The ask
BIP runs back office operations: payroll, HR administration and finance. Employee questions about payroll, vacation and benefits arrived over chat and were answered by hand, with no source behind any answer, and the same question returned the next day. The mapped load was about 1,415 hours a month.
“Today our main difficulty is having support by email, WhatsApp and Teams, and not being able to measure how many requests we get a month.”
The AI is never allowed to decide.
Who decides
The decisions run on fixed rules, not on the AI: what to retrieve, what to cite, what counts as an answer. The AI only rewords the reply or reads a field, and the moment it is unsure the question goes to a person. A wrong payroll answer carries a legal cost under Brazilian labor law.
Read only
A balance question needs the employee's own data from the HR system of record. The agent reads it and can never write back, blocked in two places so it cannot happen by accident.
Before any AI sees it
A sensitivity check runs before the question reaches any AI and cannot be turned off, so a private matter never touches a model.
It answers with a source or hands the question over.
Grounded
The hub answers only when it can cite an approved source. Portuguese labor language is read the way a labor specialist reads it, not by a generic search.
The deadlines
The agent checks payroll and vacation deadlines on a schedule and sends each finding to a named owner with a date.
Personal data leaves when asked.
The trail
Every event lands on a log that can only be added to, never edited, with no personal data in it.
Erasure
Personal data lives in a separate vault and is fully erased on request within 30 days, while the audit history stays whole.
Fallback
If the AI is unavailable, the hub still answers from its rules or hands the question to a person.
For payroll, vacation and benefit questions, with a source behind every word.
The question that used to wait for a person, and came back the next day, is answered in seconds from an approved source. Anything the hub cannot prove still goes to a person, so a payroll answer is never a guess.
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