What is an AI internal help desk assistant?
It is an agent that answers employee questions from approved company knowledge and routes requests to the right internal team.
Employee support
AI Internal Help Desk Assistant
Answer employee questions from approved company knowledge and route HR, IT, and operations requests. Refract trains this agent on your workflow, approved knowledge, tools, and handoff rules so your team gets more coverage without losing control.
Who it helps
Built for the people already carrying this workflow.
Refract is designed to give teams more leverage, cleaner context, and more reliable follow-through. The agent handles the repeatable parts, while people stay involved where judgment matters.
- Help desk specialists
- HR coordinators
- IT support specialists
- Operations coordinators
- Office managers
Workflow
The work this agent can help move forward.
01
Answer employee questions from SOPs and policy docs
02
Guide employees through IT or operations steps
03
Route requests to HR, IT, finance, or operations
04
Create tickets with the right category and context
05
Help new hires find approved onboarding information
06
Escalate sensitive or permission-bound questions
Sample scenario
See how it handles a real conversation.
A representative exchange — what the agent hears, what it asks, what it captures, and when it hands off to a person.
A new employee on their first week asks how to get access to the company's project management tool.
Employee
Hey, I'm trying to get access to Asana. I've been here a week and I still can't get in.
Agent
I can help with that. Access requests for Asana go through IT. Do you know which team you're on? That determines which workspace you'd be added to.
Employee
I'm on the operations team.
Agent
Got it. For operations, the process is: submit a request through the IT ticketing system, your manager approves it, and IT provisions the account within one business day. Want me to open that ticket for you now?
Employee
Yes please. Do I need to do anything?
Agent
Just confirm your manager's name so I can route the approval to the right person.
Employee
It's Jordan Kim.
Agent
Done. Ticket submitted and routed to Jordan Kim for approval. You'll get an email once it's approved and provisioned. Usually same day if the request is in before noon.
Collected
- Tool requested (Asana)
- Team (Operations)
- Manager (Jordan Kim)
Action taken
IT ticket created and routed to manager for approval. Employee notified of process and expected timeline.
Outcome
Employee gets a clear answer and a ticket in motion without back-and-forth with HR or IT to figure out the process.
Handoff rule
Would escalate to IT or HR directly if the request involved admin access, a sensitive system, or an exception outside the standard provisioning flow.
What improves
What gets better when this agent is running.
- Fewer repeated internal questions
- Faster onboarding answers
- Lower internal support load
- More consistent policy and SOP responses
Connections
System categories it connects to.
Knowledge baseSlackTeamsHelp deskHRISInternal docs
Specific integrations confirmed at scoping.
Controls
Guardrails that keep it useful.
- Permission-aware knowledge access
- Approved policy sources
- Ticket routing for unresolved questions
- Human review for sensitive HR or IT issues
FAQ
Questions teams ask before they deploy.
Can it answer HR and IT questions?
Yes, if the approved documents and access rules are clear. Sensitive HR or IT issues should be escalated to the right person.
What documents can it train on?
It can use SOPs, policies, onboarding docs, help desk articles, tool guides, PDFs, and internal knowledge bases.
Can it create tickets or route requests?
Yes. Refract can create tickets, send messages to Slack or Teams, or route requests through a webhook.
How do we control what employees can access?
Access should be scoped by role, source, and workflow. The assistant should only answer from approved material the employee is allowed to use.
Start here
Map one workflow before you expand the agent.
Bring the process, examples, routing rules, and systems this service needs to use. We will help you decide what should be automated, what should be escalated, and how to prove the first deployment.
Talk through your AI Internal Help Desk Assistant
Share the workflow, current bottleneck, and tools involved. We will follow up with a practical first-deployment path.