Outlook HR Helpdesk: Answer Benefits Questions from Confluence

This bot turns your HR shared mailbox into a self-serve helpdesk. When an employee emails a benefits or policy question, it retrieves the relevant HR pages from Confluence, writes a cited answer, and sends the reply from the same mailbox — without an HR coordinator touching it.

Run this when your HR team is buried in repetitive questions like "how many PTO days carry over?" or "what's the dental copay?" and the answers already live in your Confluence HR space. It clears the easy 70% so staff focus on real cases.

1. 1A new message lands in the monitored Outlook HR mailbox and fires the trigger.
2. 2A classifier confirms it is a benefits/policy question (not payroll dispute, legal, or personal HR matter) and routes others to a human.
3. 3The agent searches the Confluence HR space for matching pages and pulls the source text.
4. 4It composes a grounded answer with page citations and a self-rated confidence score.
5. 5A confidence gate sends high-confidence replies automatically; low-confidence drafts are flagged for HR review.
6. 6The reply is sent from the HR mailbox via Outlook, threaded to the original message.