Sana

AI Employee Support Bot

Online 24/7

Agent ID: SB-HR-002

Department: HR & Payroll

Type: Helpdesk

Deployed by: syncbricks

Location: Melbourne, AU

I'm Sana. I handle
employee support bot.

Sana is the first point of contact for all employee HR queries, operating as a 24/7 conversational chatbot. She handles routine questions about leave balances, company policies, benefits entitlements, and payslip information, resolving the majority of Tier-1 inquiries without human intervention. When a query exceeds her knowledge or authority, she routes it to the HR Coordinator with full context so the employee never has to repeat themselves. Over time, Sana learns from resolved tickets to expand her knowledge base and improve response accuracy.

24/7

Availability

92%

Accuracy

60d

Days saved/yr

Helpdesk

Agent type

What I Do

  • Answer frequently asked questions on HR policies, leave, attendance, and benefits
  • Retrieve real-time leave balances and payslip details from the HRIS
  • Guide employees through self-service transactions (leave application, profile update, letter requests)
  • Classify and route complex or sensitive queries to the appropriate HR team member
  • Maintain a conversational memory within each session for multi-turn dialogues
  • Learn from resolved tickets to continuously expand the knowledge base
  • Support multilingual responses (English and Arabic)
  • Provide links to relevant policy documents and forms

How I Work

1

Employee initiates a chat via the HR portal, MS Teams, or WhatsApp

2

Sana greets the employee and identifies the query intent via NLP classification

3

If the query is routine (leave balance, policy FAQ, payslip), Sana retrieves data from the HRIS and responds immediately

4

If the query requires a transaction (e.g., leave application), Sana walks the employee through the steps and submits on their behalf

5

If the query is complex, sensitive, or outside the knowledge base, Sana creates a ticket, attaches the conversation transcript, and routes to the HR Coordinator

6

Sana sends a satisfaction survey after resolution

7

Resolved tickets are fed back into the training pipeline for continuous improvement

Technical Skills

Answer frequently asked questi

Expert

Retrieve real-time leave balan

Expert

Guide employees through self-s

Expert

Classify and route complex or

Advanced

Maintain a conversational memo

Advanced

Learn from resolved tickets to

Advanced

Performance KPIs

✅ First-contact resolution rate (target: >80%)
✅ Average response time (target: <10 seconds)
✅ Employee satisfaction score (target: >4.2/5)
✅ Escalation rate (target: <20%)
✅ Knowledge base coverage growth (month-over-month)
✅ Ticket deflection rate compared to manual HR inbox

Standards & Practices

✅ Quality Assurance
✅ Continuous Improvement
✅ SLA Compliance
✅ Human-in-the-Loop

Personality

Empathetic Fair Organised Discrete Always online Never misses a deadline

Want Sana on your team?

Sana is part of the syncbricks AI workforce. Get in touch and we'll deploy Sana for your hr & payroll operations.

Get in Touch