Ticket Intake Automation
Convert requests from the employee portal, mobile app, Athena, and automated verification outcomes into structured benefits cases — pre-linked to the employee, plan, event, and documentation requirements.
Value Added Apps · Intelligent Service Delivery
BR Resolve: AI-Powered HR & Benefits Case Management That Actually Closes Tickets
Fast, consistent, audit-ready resolution — built directly into Benefits Reimagined.
BR Resolve turns everyday HR and benefits questions into structured tickets and cases, routes them automatically by topic and population, and helps your admins resolve them faster with Athena-drafted replies, similar-case insights, and real resolution history — every step on one governed record.
Embedded in BR ISDOne workflow engineSLA & escalation trackingAI proposes · a human commits
Reimagining Benefits Case Management
"This isn't just about answering employee questions. Traditional HR ticketing tools treat benefits issues like generic support requests — emails, notes, and follow-ups scattered across systems. That's where delays, inconsistency, and compliance risk creep in. Benefits Reimagined changes the approach by structuring every request as a governed case, enriched with benefits context, historical outcomes, and AI guidance — so resolutions are faster, consistent, and defensible."
Case CreationTurn requests into structured benefits casesIntelligent RoutingCases reach the right team automaticallyAI Resolution AssistResolve using past outcomes and insightsTicket CollaborationWork cases without email sprawlCase ClosureClose with clarity and traceability
1system of record per case — communication, documents, actions, and outcome together
5governed stages from intake to closure, on the same workflow engine as the rest of BR
24/7Athena drafts replies and surfaces similar cases; a person reviews and sends
0email threads to reconstruct at audit time — every action is timestamped and attributed
One Case Record, Five Governed Steps
Follow a benefits question from the moment it's raised to the moment it's closed. Each step adds context, never a new inbox.
Turn requests into structured benefits cases
BR Resolve captures employee, manager, and admin requests — from the employee portal, the mobile app, an Athena conversation, or a verification that couldn't be decided automatically — and converts them into standardized benefits cases. Each case is automatically linked to the right employee, plan, life event, and documentation requirements, eliminating ambiguity from the start.
What it delivers
- Guided request intake
- Standardized case types
- Embedded benefits context — plan, eligibility, event, documents
- Automatic cases from IntelliVerify "unable to determine" outcomes
Why it matters
Clean case creation prevents downstream errors and rework.
The employee sees a reference number and a plain status — never an internal workflow state.
Ensure cases reach the right team automatically
Routing rules assign cases based on plan type, issue category, urgency, geography, population, or workload — the same business rules engine that drives eligibility elsewhere in BR. SLAs and escalations keep time-sensitive benefits actions, like a 31-day life event window or a COBRA election deadline, from stalling or slipping through the cracks.
What it delivers
- Rule-based assignment by topic and population
- SLA tracking with visible clocks on every case
- Automated escalations and workload balancing
- Scoped, time-boxed delegations when an owner is away
Why it matters
Routing discipline protects service levels and compliance timelines.
Cover is attributed as "performed by X, acting for Y" — never impersonation.
Resolve cases using past outcomes and insights
BR Resolve uses AI to surface similar past cases, recommended actions, and resolution patterns — grounded in your plan documents and this employee's own data. Admins don't start from scratch; they learn from what already worked and apply it consistently. Each suggestion can be opened to see the cases and documents it was drawn from, and nothing changes data until a person commits it.
What it delivers
- Similar-case recommendations with outcome and elapsed time
- Suggested next steps ranked by IntelliSuggest
- Athena-drafted replies from plan documents, reviewed before sending
- Governed AI — inventoried and evaluated in line with NIST AI RMF
Why it matters
AI reduces variability and speeds resolution without guesswork.
AI proposes; a human commits. Every accepted suggestion lands in the audit trail.
Work cases without email sprawl
All communication, documents, and updates stay within the case record. Notes, attachments, and actions are tracked chronologically — making collaboration clear and auditable. Documents live in the integrated Document Center, so a verified birth certificate or affidavit is reused across the case, the life event, and later audits until its validity expires.
What it delivers
- Centralized communication — employee messages via Communication HUB, internal notes side by side
- Document tracking through the Document Center and IntelliVerify
- Clean handoffs between desks, with ownership always visible
- Secure related-party links for spousal consent or carrier evidence
Why it matters
One system of record reduces confusion and audit exposure.
Internal notes never reach the employee; employee messages never get lost in a mailbox.
Close cases with clarity and traceability
When a case is resolved, BR Resolve documents the final outcome, actions taken, and supporting artifacts. AI-generated summaries ensure consistent documentation without added admin effort — and the closure feeds Resolution Analytics, so the next similar case starts from what worked here.
What it delivers
- Resolution summaries drafted by Athena, approved by the owner
- Outcome classification that feeds trend and SLA analytics
- Audit-ready history with linked evidence and rule versions
- Employee closure message with a reference number and what changed
Why it matters
Strong closure supports defensible benefits decisions.
Nothing is overwritten: retro corrections keep the original record and the correction side by side.
Core Capabilities of BR Resolve
Intake, categorization, AI-guided resolution, routing, collaboration and analytics — the whole case lifecycle on the BR workflow engine, configured by administrators rather than coded.
Case Categorization
Apply consistent issue and plan classifications — life event, eligibility, COBRA, deductions, carrier — so cases are comparable across teams and reportable without manual tagging.
AI-Guided Resolution
Leverage historical cases and insights: similar-case recommendations, IntelliSuggest next steps, and Athena-drafted replies from plan documents — each explained, each approved by a person.
Workflow Routing
Assign, escalate, and track cases automatically by topic, population, urgency, and workload, with SLA clocks, escalation paths, and scoped delegations managed in the Workflow Control Tower.
Collaboration Hub
Centralize notes, documents, and updates on the case record — employee messages through Communication HUB, internal notes kept internal, and evidence stored once in the Document Center.
Resolution Analytics
Track trends, SLAs, and service quality in BR Intelligence: time to close by category and desk, reopen rates, escalation drivers, and the questions employees ask most — with Athena to explain any metric.
Athena on both sides of the case
Fewer Tickets Opened, Faster Tickets Closed
In BR Resolve, Athena works on both sides of the case. Employees get instant, contextual answers before a ticket is ever needed. Administrators get drafted replies, similar-case history, and plain-language explanations of any queue metric — inside the case, not in a separate tool.
- Deflect before you ticket — Athena answers policy, form, and deadline questions from the employee's own plans and dates; only what it can't settle becomes a case
- Smart ticket replies drafted from plan documents and prior resolutions — reviewed, edited, and sent by a person
- Similar-case recall with outcomes and elapsed time, so resolutions stay consistent across desks
- Closure summaries generated for the owner's approval — consistent documentation with no extra admin effort
- Ask the queue — "why are COBRA cases slower this month?" answered from computed metrics, never invented ones
Why is this employee's HSA contribution missing from the 09/04 paycheck?
AthenaThe HSA election was submitted 08/29 with a 09/01 effective date, but the payroll deduction feed for the 09/04 check closed on 08/28. The election is valid; it missed the cutoff by one day. The retro engine has queued a catch-up of $145.83 for the 09/18 check.
Drafted reply to employee"Your HSA election is active from 09/01. It was submitted after the 09/04 payroll cutoff, so your first contribution — plus the missed amount — will appear on your 09/18 paycheck. No action is needed."
Review & sendEditWhy am I seeing this?
Has this happened to others this cycle?
AthenaYes — 6 similar cases opened since 08/29, all HSA or FSA elections between 08/29 and 08/31. 5 closed with the same reply in under a day. IntelliSuggest recommends a Communication HUB notice on payroll cutoffs before the next OE window.
Ask Athena about this case…
What BR Resolve Changes
Faster resolutions
Admins spend less time searching and more time resolving — context, history, and a drafted reply are already on the case.
Consistent outcomes
Cases are handled the same way across teams, because standard case types and similar-case guidance replace individual memory.
Reduced compliance risk
Deadlines and documentation are enforced by design — SLA clocks, escalations, and evidence requirements sit on the case itself.
Less manual effort
AI and workflows remove repetitive tasks — intake, routing, first drafts, and closure summaries — while a person keeps every decision.
Clear accountability
Every case has an owner, a status, and a trail — including who acted for whom when approvals were delegated.
Improved employee trust
Employees get accurate answers without delays, a reference number they can follow, and plain statuses instead of internal jargon.
Consistent, Auditable Benefits Operations
BR Resolve standardizes how benefits cases are handled across the organization. Defined workflows, consistent case structures, and embedded guidance reduce reliance on individual knowledge. As volumes grow, benefits support remains controlled, auditable, and scalable — without increasing operational risk or administrative overhead.
- Full action history on every case — who, when, what changed, and which rule version or document supported it
- Evidence that outlives the ticket — verified documents live in the Document Center and are reused across events, audits, and claims
- Role-based access and minimum-necessary data — internal notes stay internal; related parties see only what their step requires
- One queue design, any organization — a single benefits desk, a shared-services center, or a PEO serving many employer clients from one instance
Ready to reduce ticket chaos and speed up resolution?
See BR Resolve on your own case types — life events, COBRA, deductions, dependent documents — and watch a real question become a routed, answered and closed case.
Embedded in BR ISDSLA-governedSOC 2ISO 27001GDPRPIPEDA
BR Resolve FAQs
BR Resolve is a benefits-focused case and ticket management system that helps HR teams create, route, and resolve benefits issues using structured workflows and AI insights. It is the case-management heart of BR Intelligent Service Delivery (ISD), alongside the Document Center, Workflow Control Tower, and Communication HUB.
Unlike generic tools, BR Resolve understands benefits context — plans, eligibility, life events, deadlines, and documentation — because it runs on the same data model as enrollment, compliance, and payroll sync. A case knows the employee's plan, the event window, and which document is required before an admin opens it, so issues are resolved accurately and consistently.
Yes. Athena and BR IntelliSuggest surface similar past resolutions, recommend next steps, draft replies from plan documents, and generate consistent case summaries for faster closure. AI proposes and a person commits: nothing changes data without approval, and the reasoning behind each suggestion is one click away.
BR Resolve is embedded directly within the Benefits Reimagined platform and operates as part of the same governed system — one login, one UI, one backend on SAP BTP. Cases can be opened from the employee portal, the mobile app, an Athena conversation, or automatically when a document verification needs a human decision.
BR Resolve is designed to support enterprise HR environments, including those using SAP SuccessFactors. Employee, job, and absence data arrive through the SuccessFactors integration or the BR HRIS Sync control plane for other systems of record — so routing rules can use population, location, and status without re-keying.
Absolutely. Every case includes a full action history, documentation trail, and resolution record — timestamped, attributed (including "acting for" delegations), and linked to the rule version and evidence used. Verified documents stay in the Document Center with their validity period, so audit responses draw on evidence rather than email archaeology.
Every case an owner. Every decision a trail.
Turn your HR inbox into a governed benefits operation — every request a case, every case an owner, every outcome on record.