The challenge
A federal HR entity manages policy guidance and workforce procedures for 50,000+ employees. The institution required an AI-powered agent capable of handling employee queries, attendance, payslip access, and policy interpretation through natural conversation at scale. The system needed to operate within strict compliance and audit requirements while maintaining consistency across every interaction.
Our mandate
We were engaged to design the complete experience layer for the AI agent—defining how it communicates, when it escalates, and how it earns user trust in a regulated institutional environment. The work covered conversational design, escalation logic, bilingual support, and omnichannel delivery across web, mobile, and portal. The mandate was to establish an experience architecture that delivers institutional precision and audit-readiness at the scale of a federal workforce.
What we delivered
AI experience design system
A set of interaction rules defining tone, behaviour, escalation, and consistency across conversations
Experience architecture
The structural design defining capabilities, conversation flows, and system boundaries
Omnichannel unification
A unified experience across web, mobile, and portal touchpoints with bilingual support
Quality assurance framework
Validation and test methodology to ensure compliance, accuracy, and audit readiness before launch