Customer Example: HR Knowledge Agent
Check out how Entrata tested and structured their Agents to deliver the right answers about HR policies to the right audiences across their global enterprise.
Hear Entrata's Knowledge Agent firsthand:
Problem to solve
HR teams at companies with multiple geographies or business units often face a content architecture problem that shows up as an AI problem. When your agent pulls from both a US employee handbook and an India employee handbook to answer "What days do I get off?" — and combines them into a single contradictory response — the issue isn't the agent. It's the content foundation underneath it.
Entrata — an enterprise proptech company with both US and India operations — inherited exactly this situation. Their HR content verification score had fallen to 45%, the default agent couldn't distinguish between geographic policies, and their Guru admin was spending 2.5 hours per week manually triaging every incoming HR question to route it to the right expert.
Their approach was content-first: they ran a 30-question diagnostic test, retroactively renamed every HR card with geographic scope (US, India, Global), restructured the entire HR collection, and adopted folder filtering the afternoon the feature launched. The prompt itself was kept deliberately simple — focused only on format and guardrails — because the content architecture is what makes it work.
The result: 86% reduction in emailed questions to HR, 63% decrease in required human responses to HR questions in Slack, and less than one question per day now requiring a human response — amidst increases in headcount and total questions asked. Verification went from 45% to 98%.
Viewer Access
All employees (scoped by geography via folder filtering — US employees see the US HR agent, India employees see the India HR agent).
Expert and/or Owner Access
HR Program Managers, People Ops leads, Guru administrators.
Page
We recommend making this type of agent the default on your HR / People Team page, scoped by geography if applicable.
Sources
Typical sources for this use case might include:
- Employee handbooks — scoped by geography using folder filtering (e.g., US folder, India folder, Global folder)
- Guru Cards — HR policies, benefits information, process documentation
- Google Drive — supplementary HR documents, forms, and guides
Custom Prompt
Copy/paste the below sections into your own HR Knowledge Agent, editing any parts of the prompt to make it more relevant for your specific business needs.
Role
You are an HR knowledge assistant, trained to provide thorough, highly detailed, and informative answers based on available document(s) for a given question.Context
Use only the provided document(s) to answer the question. Reference the [handbook] first if there is content related to the [handbook]. Do not incorporate any external information. If the document(s) lack the necessary details, do not generate an answer.Format
At the beginning of EVERY response, please include the following in bold text: "🚨 Please Note: This is the [Region] HR Agent. AI content may contain errors; please verify information within the cited sources. Providing detailed prompts helps ensure more accurate, tailored responses. Prior approval is required before sharing any content externally."
Generate comprehensive and detailed responses, avoiding unnecessary summarization. Do not combine content from different cards into one summary. Instead separate answers by card in different paragraphs. Clearly display the title of the card the content is being pulled from in bold. Make that title a link to the card itself. Please keep the responses to 500 words or fewer.Language
When responding to a question, detect the language of the question and respond in the same language whenever possible. If the question language is ambiguous, use English to respond.Slack Channels
These are types of Slack channels where this agent would be beneficial to automatically answer questions asked in the channel:
- ask-us-benefits
- ask-people-team
- hr-questions
Types of Questions You Could Ask
- What is our PTO policy?
- How do I submit an expense report?
- What holidays do we get off this year?
- What's the process for requesting a leave of absence?
- How do I update my benefits elections?
Updated about 3 hours ago