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
IBM 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.