Case Routing and Prioritisation
Quick WinAutomatically directing HR cases to the right specialist based on complexity and urgency.
The Pain
HR cases arrive through multiple channels and get manually triaged. Complex cases may sit with generalists who can't resolve them, while urgent matters wait in general queues. Misrouted cases create delays and frustration for both staff and HR teams.
What's Possible
AI can analyse incoming cases and route them to the appropriate specialist based on type, complexity, and urgency. High-priority cases are flagged immediately, while routine matters go to the right queue. HR teams work on cases matched to their expertise.
Signals This Is Worth Exploring
Cases frequently get passed between HR team members
Urgent matters get stuck in general queues
Complex cases take too long because they're not routed to specialists
Triage is manual and inconsistent
Impact
40 to 60 percent reduction in case misrouting
Faster resolution of urgent cases
Better match between case complexity and advisor expertise
More consistent service levels across case types
Typical Approach
Assess
Map current case types, routing rules, and specialist areas. Identify pain points.
Pilot
Test automated routing for selected case types. Measure accuracy and time savings.
Scale
Extend to all case types with continuous learning from routing outcomes.
What to Watch Out For
Routing rules need careful design to handle edge cases
Specialists may resist changes to their workload mix
Sensitive cases need extra care in automated handling
Integration with existing case management systems may be needed
Questions to Think About
Before we talk, you might want to consider:
How do HR cases currently get routed and prioritised?
What specialist areas exist within your HR team?
What percentage of cases are currently misrouted?
What case management system do you use?
Build On This
Once the basics are working, you can expand:
Workload balancing
Distribute cases evenly across available specialists
Escalation prediction
Flag cases likely to escalate before they do
Resolution suggestions
Recommend actions based on similar past cases
Want to explore if this fits your organization?
Book a 30-minute call to discuss your situation and whether this use case makes sense for you.
Book a 30 min call