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Demo

AI agents

AI assistant for employee work questions

The AI assistant for work questions is the part of CONTACT.WORK that helps your customer-facing employees. It tells an agent when their next shift starts and how much PTO they have left, takes a request for a day off or a shift swap, and sends it to the manager. It collects employee suggestions about their work and passes them on as a summary. If the audio drops or the softphone stops working, it helps find the cause, and if that fails, it opens a ticket with tech support.

Get a quotePricing
24/7answers for employeesNight shift included
Shiftsschedules and PTORequests and shift swaps
Ticketsto tech supportHeadsets, calls, access
Insideyour networkIf you run the platform on-premises

Tools

What the AI assistant handles for you

You decide what the AI assistant resolves itself and what it passes to a manager.

Questions in plain wordsEmployees ask the way they normally talk, without knowing document names, and the AI assistant finds the answer in the schedule or company policies.
Shift swapsAn employee asks to swap a shift – the AI assistant finds available coworkers and sends the request to the manager.
Decision updatesWhen a manager approves a day off or a ticket is resolved, the AI assistant messages the employee first.
Gaps in documentsIf the documents have no answer, the question goes to a specialist, and the knowledge base owner sees which section needs more content.
PTO requestsThe AI assistant fills out the request with the employee's details and sends it to the manager for approval.
Voice messagesEmployees can dictate a question in a messaging app – the AI assistant transcribes it and replies in text.

Examples

Where the AI assistant saves employees time

Each area is turned on separately – most companies start where questions pile up the most.

Shifts, breaks, and requests

Weekly schedule, break times, PTO balance – the AI assistant pulls data from the schedule and your HR system, if they are connected. If a shift moves, it warns the employee, and it sends a reminder before each shift starts. Employees also tell it which days work for them or who they want to swap with, and the request goes to whoever builds the schedule.

  • Shifts and breaks
  • Changes and reminders
  • Preferred days and swaps
Area 1 of 3

This is the same AI assistant that suggests replies to employees during customer conversations: it knows who is asking and answers within that employee's role and permissions.

How it works

What the AI assistant relies on

Knowledge

Answers from your company documents

Policies, scheduling rules, and equipment guides go into the knowledge base in any format, and outdated versions are removed. Each answer names the document it is based on, so the employee can open it and check.

  • Any file format
  • Current versions only
  • Source in every answer

Systems

Works with your software

Through an API or MCP, the AI assistant connects to the shift schedule, HR software, and ticketing system: it checks data, passes on requests and tickets, and looks up their status.

  • Shift schedule
  • HR software
  • Ticketing system

Handoff

Complex questions go to a manager

When a question needs a manager's decision or the AI assistant isn't sure of the answer, it goes with the full conversation to the shift supervisor, HR, or tech support. The employee gets the reply in the same place they asked.

  • Full conversation
  • Reply where they asked
  • Answers added to the documents
Schedule at handShifts, breaks, and PTO balance are answered right in the chat – no hunting for the schedule spreadsheet.
Schedule requestsRequests for days off and swaps go to whoever builds the schedule instead of getting lost in a group chat.
Headset or softphone issuesNo audio or the softphone won't connect – troubleshooting steps and a support ticket from the same chat.
Fewer questions for supervisorsShift supervisors stop answering the same questions and focus on the ones that need their decision.

Launch

How we launch the AI assistant for employees

  1. 01QuestionsWe find out what agents and managers ask supervisors, HR, and tech support most often.
  2. 02DocumentsWe gather policies, scheduling rules, and headset guides, and remove outdated versions.
  3. 03SoftwareWe connect the shift schedule, HR software, and ticketing system through an API or MCP.
  4. 04ChannelsWe connect messaging apps, company email, and a widget on your intranet.
  5. 05PilotWe turn on the AI assistant in one department and compare its answers with reference answers.
  6. 06Company-wideWe add the remaining departments and add answers to new questions to the documents.

Requirements

What you'll need

Documents
Policies and guides – files or intranet pages
Channels
Telegram, WhatsApp, company email, intranet chat
Systems
Shift schedule, HR software, ticketing system with an open API
Permissions
Who can see which data and documents
Model
Cloud-based or on your own server
Cost
AI services at the provider's rates, setup in support hours

Preparation

What to figure out before launch

What do people ask most often?The topics that take up most of your managers' time.
Who reviews feedback?Who gets the summary and how often – weekly or more often.
Where is the shift schedule kept?In the platform, a spreadsheet, or a workforce planning tool – and who owns it.
Where do employees communicate?Messaging apps, company email, the intranet.
Who sees which data?Access rules by role and department.
Who handles complex cases?Shift supervisor, HR, or tech support – who gets escalated questions.

Q&A

Frequently asked questions

Why do we need it if we already have a knowledge base?

To find an answer in a knowledge base, you have to know where it is. With the AI assistant, employees just type a question in plain words – it finds the answer itself, and if action is needed, it opens a ticket.

Could an employee see someone else's data?

The AI assistant has the same permissions as the person asking: it shows schedules, PTO, and personal details only to that employee, and restricted documents only to people with access to them.

Will the AI assistant change the schedule itself?

No. It takes the request, finds who can cover for the employee, and sends everything for approval. Only the person who builds the schedule changes it.

How quickly does the AI assistant learn a new policy?

After you upload a new document, the AI assistant retrains. That takes anywhere from a couple of minutes to several hours, depending on how many changes there are and how powerful the training server is.

Can employees swap shifts through the AI assistant?

They can. The employee says when they can't work, the assistant finds coworkers willing to swap, and sends the arrangement for approval.

Does it answer the night shift?

It answers 24/7, so the night shift doesn't have to wait until morning to check the schedule or report a call issue.

Who approves PTO or a shift swap?

Whoever owns the schedule: the shift supervisor or department manager. The AI assistant puts the request together, checks the PTO balance and schedule conflicts, sends it for approval, and then lets the employee know the answer.

Can we run the AI assistant on our own server?

You can run everything on-premises: the platform, the documents, and an open-source model. Then conversations stay inside your company.

What software does the AI assistant work with?

Shift scheduling, HR records, ticketing, and any other software with an API.

How is the AI assistant priced?

Conversations are billed at the model provider's rates. When the model runs on your servers, there is no separate charge for conversations. Setup and software integrations are billed in support hours.

Support plans →

Glossary

Terms on this page

Softphone
A phone app that runs on a computer or in a browser. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
MCP (Model Context Protocol)
An open protocol that lets AI work with the data and actions of other systems. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Escalation – passing an inquiry to the next level
Passing a complex inquiry to a specialist at the next level. Learn more →

More

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Blog

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