Cut HR Case Volume with AI — Athena Answers, BR Resolve Handles the Tickets and Cases
Most benefits questions have an answer in the employee’s own record. Athena gives it, with the policy passage cited, in the employee’s language. What needs a person becomes a ticket in BR Resolve with the context already attached; a ticket that needs a decision becomes a case — routed, verified and resolved on an SLA.
HR case volume is mostly the same twenty questions asked by thousands of people who cannot see their own data. Benefits Reimagined puts the answer where the question is: Athena reads that employee’s coverage, dependents, deductions and deadlines and answers in place; BR Resolve, the intelligent service delivery module, runs the note → ticket → case chain with auto-routing, an SLA per priority for tickets and for cases, document workflows and AI-assisted verification; and the questions that keep repeating become job aids and communications instead of tickets.
The Same Twenty Questions, Thousands of Times
“Is my daughter covered? Why did my deduction change? When does my HSA money show up? What do I need to send you for my new baby?” Every one of those has an answer in a system — and every one of them becomes a ticket, an email and a callback because the employee cannot see it and the HR generalist has to look it up.
Questions that are really lookups
The employee’s own coverage, dependents and deductions, asked as tickets because the portal shows a summary and the answer needs three screens.
Tickets that bounce between teams
Benefits, payroll and leave each own part of the answer; the ticket is reassigned twice before anyone reads it fully, and nobody can say when it became a case.
Documents chased by email
A birth certificate, a marriage license, a court order — requested, re-requested, attached to the wrong ticket, verified by eye.
One Question, Four Paths
Follow a benefits question from the employee’s first tap to a resolved case — and see where the repeating ones are turned into content instead.
Athena answers from the employee’s own record
Athena runs inside Employee Home and the mobile app with that person’s elections, dependents, deductions, deadlines and documents in context. It understands the intent first, answers from the employee’s own data and from policy with the passage cited, adds a to-do when there is an action, and asks ‘did you mean?’ or hands off to a person when it is not confident. A thumbs-down asks why and retries. It never enrolls and never invents a figure.
Message → ticket → case, with the context attached
When Athena cannot resolve a question, or the employee writes in My Inbox, the thread becomes a ticket in BR Resolve with the employee’s context, the relevant record and the transcript attached. Auto-routing sends it to benefits, payroll or leave by rule and by AI classification; sentiment, similar tickets and suggested fields are filled in; the SLA for its priority starts. A ticket that needs a decision — an eligibility exception, a disputed deduction — is escalated to a case with its own SLA. Resolved is not closed: the employee confirms.
Verify documents in the ticket, not by email
Evidence is uploaded inside the ticket, the life event or the Dependents screen and filed to the employee’s Document Center. IntelliVerify checks document validity and flags anomalies; an administrator makes the decision; the result updates the dependent or the event directly — the same verification the Dependent Eligibility Audit uses. A legal hold blocks deletion.
Turn the repeating questions into content
Chatbot Analytics shows what employees ask, where Athena could not answer, and which tickets repeat by population — with five root-cause buckets and a quality event raised to BR Resolve when an answer was wrong. IntelliEdit drafts the job aid; Content Management publishes it to Employee Home; Communication Hub sends the answer to the population asking, over email, SMS or in-app, before the next wave of tickets — and a configuration cause goes to the administrator.
What You'll Use to Cut Ticket and Case Volume
Six modules and one loop: answer from the record, ticket what needs a person, case what needs a decision, verify in place, and turn repetition into content.
Athena for Employees
Answers from the employee’s own record, in 20+ languages, with the policy passage cited and a to-do when there is an action.
Explore Athena for EmployeesBR Resolve
Intelligent service delivery: the note → ticket → case chain, auto-routing, SLA per priority, document workflows.
Explore BR ResolveMy Inbox
Every benefits conversation in one secure inbox — and any message one click from becoming a ticket.
Explore My InboxDocument Management System
The Document Center every ticket, life event and verification files to.
Explore Document Management SystemContent Management
Job aids and dynamic content drafted with IntelliEdit and published to Employee Home.
Explore Content ManagementChatbot Analytics
What employees ask, what Athena could not answer, and which tickets repeat by population.
Explore Chatbot AnalyticsA Help Desk vs. Answers Where the Question Is
Six moments in the life of a benefits question, and what changes when the answer lives on the employee’s own record.
| Moment | The way it usually goes | Benefits Reimagined |
|---|---|---|
| An employee has a question | Opens a ticket; waits. | Asks Athena; gets the answer with the source and a to-do. |
| Athena is not sure | — | Asks ‘did you mean?’ or hands off to a person with the transcript. |
| The question needs a person | A ticket, reassigned twice. | A ticket with context, routed by rule and classification, SLA by priority. |
| The ticket needs a decision | Nobody can say when it became one. | Escalated to a case with its own SLA and owner; resolved is not closed. |
| Evidence is needed | Requested by email; attached to the wrong ticket. | Uploaded in the ticket, checked by IntelliVerify, decided by an administrator. |
| The same question keeps coming | Forty tickets and a tired generalist. | A job aid and a message to the population asking; the next asker gets the answer. |
What Changes When the Answer Lives Where the Question Is
An answer from the record
Athena reads the employee’s own coverage, dependents and deductions and answers in place, with the source.
Routing by rule and by classification
Benefits, payroll or leave — the ticket lands in the right queue the first time, with the context attached.
An explicit case with its own SLA
Decisions get a case, an owner and a clock; the employee confirms before it closes.
Verification in the ticket
Uploaded once, checked by IntelliVerify, decided by an administrator, filed to the Document Center.
A job aid and a message
The repeating question becomes content and a targeted communication; the next asker gets the answer.
Analytics on every question
What was asked, what was answered, what was ticketed — by population, by week, with root causes.
The Employee Asks Athena. So Does the Service Team.
Employees ask Athena about their own benefits. The service team asks Athena for Admins about the desk: what is repeating, which tickets and cases are near SLA, what a case is really about, and what to publish so it stops. Athena drafts the reply, the job aid and the message; a person sends them.
- “What are employees asking that we can’t answer?” — the gap list from Chatbot Analytics, by population, with a draft job aid for each
- “Which tickets and cases will breach SLA today?” — the list by queue, priority and owner, with the last action on each
- “Summarize this case and draft a reply.” — the employee’s question, the record facts, the decision needed — and a reply in their language
- “Why did Plant 2 open 41 tickets this week?” — the shared cause, the population affected, and the message to send
Who Usually Starts Here
Ticket volume is felt by HR, funded by Finance and enabled by IT. Each role has its own page.
HR & Benefits Leaders
Fewer tickets, explicit cases, faster resolves, and a content loop that turns repetition into answers.
See the role page Owns the loginIT & SAP Teams
Athena, My Inbox and BR Resolve behind the same login — no separate help desk user store.
See the role page Owns the costFinance & Payroll
Payroll and deduction questions answered from the record; the ones that need a person routed to payroll first time.
See the role pageBring Your Top 20 Questions and Watch Athena Answer Them
Export last quarter’s most common benefits tickets. In the 45-minute walkthrough we will load a sample tenant, ask Athena each question as an employee, turn one into a ticket and one into a case in BR Resolve, and show the analytics that tell you which ones should become content.
Cut HR Case Volume with AI FAQs
Answer It Once, Where the Question Is.
Athena for the employee, BR Resolve for the ticket and the case, analytics for the pattern — inside SAP SuccessFactors today and on whichever HRIS your next entity brings.