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Getting started with EX agent

Updated 2 months ago

Overview

EX agent is the premium version of Simpplr's AI assistant, available as a paid add-on to your intranet. It includes everything Knowledge agent offers, and extends it with the ability to complete actions natively within the chat interface, directly connected to your organisation's HRIS and ticketing systems.

Where Knowledge agent provides a link to an external platform, EX agent allows users to complete the action without leaving the intranet.

Note: EX agent is disabled by default. Contact your Simpplr representative to have it enabled in your environment.

What EX agent can do

EX agent supports two categories of actions: HR actions through connected HRIS platforms, and ticketing actions through connected ticketing systems.

HR actions

EX agent currently integrates with Workday, BambooHR, and UKG Pro. The table below outlines supported actions per platform.

Read actions:

HR Action | System

Workday

BambooHR

UKG Pro

View personal contact

✅

✅

✅

View work contact

✅

✅

✅

View PTO balance

✅

✅

✅

View compensation

✅

✅

✅

View benefit

✅

✅

❌

Get time off types

✅

✅

❌

Request time off

✅

✅

❌

Update personal information

✅

✅

❌

Update personal contact

✅

✅

❌

Update preferred name

✅

✅

❌

Update work contact

✅

✅

❌

Update marital status

✅

✅

❌

Add emergency contact

✅

✅

❌

Request paystub for specific period

✅

❌

✅

Ticketing actions

EX agent integrates with Jira, ServiceNow, Zendesk, and the Simpplr service desk. The following actions are supported across all four platforms.

Ticketing actions | System

Jira

ServiceNow

ZenDesk

Simpplr service desk

Create ticket

✅

✅

✅

✅

Update ticket

✅

✅

✅

✅

View ticket

✅

✅

✅

✅

Ticket comment

✅

✅

✅

✅

Key capabilities

EX agent includes all Knowledge agent capabilities, plus the following:

  • Native HR actions: users can view and update HR information, request time off, and access payroll details directly within the chat interface, without switching to a separate HRIS platform.

  • Native ticketing actions: users can create, update, view, and comment on tickets across connected systems from within the agent.

  • Workflow automation: EX agent can streamline multi-step employee workflows and journeys, reducing the need to navigate between systems.

  • Seamless handoff to ticketing: when a request needs to be escalated, EX agent hands off directly to your connected ticketing system.

Best practices

EX agent responds best to conversational, contextual questions. Ask as you would ask a colleague, not as you would type a search query. Responses are personalised based on your intranet attributes, including permissions, site membership, and location where applicable.

Some example prompts to get started:

Some example prompts to get started:

Use case 1: Onboarding

Compare/contrast the experience of finding answers on the intranet with and without the agent for an employee starting at your company.

Prompt: “What expenses am I allowed?"

Prompt: "What are the company holidays?"

Prompt: "What is my email address?"

Prompt: "Who are my colleagues?"

Follow up to the above prompt: "Tell me more about April Cramer."

Follow up: "How long has she worked here?"

Use case 2: Training, performance & alignment

Prompt: "What training is available?"

Prompt: "How is performance measured?"

Prompt: "What happens when I don’t meet my goals?"

Prompt: "What are company goals this year?"

Use case 3: Common IT/HR requests

Prompt: "What are my work arrangement options?"

Prompt: "What is the vacation policy?"

Prompt: "Help me request time off."

Prompt: "What are my benefits and insurance?"

Prompt: "How do I set up my retirement plan?"

Prompt: "What are the open roles that we’re hiring for?"

Follow up: "Is there a referral bonus?"

Prompt: "I can’t log into Slack."

Prompt: "How do I install new software?"

Prompt: "How can I request a new laptop?"

Security and data privacy

EX agent operates on the same secure infrastructure as Knowledge agent, built on Simpplr's platform and hosted on Microsoft Azure's private instance. This means:

  • No data is accessible to other organisations or third parties

  • No data is sent to OpenAI or any OpenAI-operated services

  • No data is used to train public models or improve third-party products

  • Inputs and outputs from your organisation cannot be used to train models used by other organisations within Simpplr

All data is covered under Simpplr's Data Processing Agreement and is compliant with GDPR and CCPA/CPRA. No personal data is transferred outside the noted areas, and none is used for any purpose beyond generating a response to your input.

For more information, refer to Simpplr's security compliance documentation and the Azure OpenAI service overview.

Security certifications

Simpplr holds the following certifications:

  • ISO 27001:2013

  • SOC 2 Type 2 (available under NDA)

  • SOC 3 (pending)

  • EU-U.S. and Swiss-U.S. Data Privacy Framework (DPF)

  • TRUSTe Data Privacy Framework verification

  • TRUSTe Privacy Dispute Resolution programme

Configuration and analytics

Admin configuration: Available under Manage > Application.

Usage and analytics: Conversation and tracking data is available in the App Analytics dashboard.

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