A hotel group with around 2,000 employees. A people team fielding the same first-line queries every day — disciplinaries, grievances, policy, onboarding. The expertise was real. The queue in front of it wasn't necessary.
The problem
Every routine question travelled the same route: a manager on the floor, a call to the people team, a wait. First-line triage consumed the team's capacity — and the cases that needed real judgement queued behind the ones that didn't.
What we built
An HR front door: an AI first point of contact for the group's heads of department — around 140 across the estate. Grounded in the group's own policies, it gives consistent guidance on disciplinary, grievance and dismissal processes, drafts the routine documents that follow, and packages anything complex for escalation to the people team. Built inside the client's Microsoft environment, with human-in-the-loop review designed in under a three-tier governance framework.
The consequence
Routine queries answered at the point of need. Documents drafted in minutes, not days. The people team concentrated on the cases that need judgement — which is what they were hired for.
Delegated intelligence. Concentrated judgement.
- Microsoft Copilot Studio
- SharePoint
- Azure OpenAI
