Workplace Request Agent
Handles facilities, travel, expense and workplace service requests to completion.
The problem. Workplace requests are scattered across forms, mailboxes and phone numbers, so employees do not know where to ask and shared-service teams spend their time routing rather than resolving.
The agent gives employees one place to ask, identifies the request type, and either completes it or raises a correctly-routed, fully-populated ticket.
It handles room and desk booking, maintenance reporting, travel policy questions, expense guidance and workplace access requests.
Where a request needs a budget holder, it collects the approval in the same conversation.
Employees hunt for the right form, requests land in the wrong queue, and cycle time is measured in days.
One front door for workplace services, with most requests completed on first contact and the rest routed correctly.
Where this agent sits in the stack.
Agents that take action need more than a model — they need tools, policy, approvals and an audit trail wired in from the first workflow.
- 01
Task intake & channels
Requests arriving from chat, email, queues, forms, tickets and events — normalised into work items with owner, priority and SLA.
- 02
Agent runtime
Planner, memory, tool registry and evaluation loop, with deterministic guardrails on what each agent may attempt and when it must stop.
- 03
Tools & actions
Typed API actions against CRM, ERP, ITSM and core platforms, each with auth scope, rate limits, idempotency and rollback behaviour.
- 04
Human-in-the-loop
Approval checkpoints for regulated or high-value steps, exception queues and a reviewer console with full reasoning and evidence.
- 05
Systems of record
The transactional systems the agent updates — records written once, reconciled, and traceable back to the triggering request.
Integration surface
- Facilities / workplace management platform
- Travel and expense system
- ITSM and shared-service case management
- Procurement for goods and services requests
Guardrails & human oversight
- Spend-bearing requests require the budget holder's approval before any commitment.
- Safety and security incidents escalate immediately to the responsible team.
- Every action outside policy stops at a reviewer queue with the agent's reasoning, evidence and proposed change attached.
- Request routing rules are configuration, not model judgement.
What has to be true first
- A service catalogue with owners and SLAs for the request types in scope.
- API access to the workplace and expense systems.
- Approval thresholds agreed with finance.
Security, data & compliance
- Runs under a dedicated service identity with least-privilege, per-tool scopes — never a shared admin account.
- Customer and employee data stays inside your tenancy and region; no training on your data by default.
- PII is redacted before it reaches a model, and prompts, responses and tool calls are retained under your retention policy.
- Every tool call, input, decision and system write is logged and replayable for audit and model-risk review.
How this agent reaches production.
Weeks 1–2 · Scope
Request-type inventory, service catalogue and approval thresholds.
Weeks 3–6 · Build
Front door, routing rules, workplace and expense actions, approvals.
Weeks 7–10 · Production pilot
One site or region live with weekly routing-accuracy review.
Quarter 2+ · Scale & run
Multi-site rollout with SLA and satisfaction reporting.
What we agree to be measured on.
Ranges drawn from comparable production engagements. Your baseline is agreed before build starts, and the same numbers are reported after go-live.
| Metric | Expected range |
|---|---|
| Requests completed on first contact | 40–60% |
| Misrouted requests | 60–80% fewer |
| Request cycle time | Days to hours |
| Employee satisfaction with workplace services | 10–20 points higher |
Model the business case: AI for IT ROI calculator →
One site live with a single front door, routing accuracy measured against the current queue mix.
Fixed-price scope · milestone billing · price on request.
Multi-site, multi-service coverage with approvals and SLA reporting across shared services.
Retained pod · quarterly outcome review · price on request.
The full Workplace Request Agent specification, as a PDF.
A multi-page specification your architecture, security and procurement reviewers can read without a call: what the agent does, the architecture, the integration surface, autonomy and guardrails, security posture, rollout plan, measurement plan and engagement shape.
- Process before and after, with the decision that stays with a human
- Layered architecture diagram and named integration surface
- Guardrails, approval gates, escalation and audit trail
- Security, data handling and compliance posture
- Phase-by-phase rollout and the measurement plan
AI for Employee Experience: The Enterprise Delivery Playbook
A delivery playbook for enterprise leaders rolling out AI for Employee Experience. Covers how to start with IT and HR service-desk beachheads, unify identity and knowledge, choose the right platform stack, govern employee data, and scale to a fleet of employee-facing agents without adding headcount.
Read the playbook →- Workplace and facilities request agent
10–20 point first-contact resolution lift on workplace requests · demand data behind property decisions
- Frontline scheduling agent for shift changes
50% fewer scheduling calls to managers · faster shift fill · manager floor hours recovered
- Expense and AP policy agent for employees
30–50% lower first-pass rejection rate · 20–30% lower shared-services cost per claim
What enterprise buyers ask about this agent.
Short, quotable answers on scope, systems, autonomy, governance, timeline, outcomes and commercial shape.
What does the Workplace Request Agent actually do?
Handles facilities, travel, expense and workplace service requests to completion. The agent gives employees one place to ask, identifies the request type, and either completes it or raises a correctly-routed, fully-populated ticket. It handles room and desk booking, maintenance reporting, travel policy questions, expense guidance and workplace access requests. Where a request needs a budget holder, it collects the approval in the same conversation.
Which systems does the Workplace Request Agent act in?
It works across Facilities / workplace system, Travel & expense, ITSM, Procurement. The named integration surface is Facilities / workplace management platform; Travel and expense system; ITSM and shared-service case management; Procurement for goods and services requests.
Which platforms is the Workplace Request Agent built on?
We deliver it on the platforms you already own — Copilot Studio, Kore.ai, Microsoft Dynamics 365. Pronix.ai is a systems integrator, not a software vendor, so the code, prompts and evaluation sets belong to you.
How much autonomy does it have?
Supervised autonomy. Spend-bearing requests require the budget holder's approval before any commitment. Safety and security incidents escalate immediately to the responsible team. Every action outside policy stops at a reviewer queue with the agent's reasoning, evidence and proposed change attached. Request routing rules are configuration, not model judgement.
What has to be true before we start?
A service catalogue with owners and SLAs for the request types in scope. API access to the workplace and expense systems. Approval thresholds agreed with finance.
How is it secured and governed?
Runs under a dedicated service identity with least-privilege, per-tool scopes — never a shared admin account. Customer and employee data stays inside your tenancy and region; no training on your data by default. PII is redacted before it reaches a model, and prompts, responses and tool calls are retained under your retention policy. Every tool call, input, decision and system write is logged and replayable for audit and model-risk review.
How long does it take to reach production?
Delivery runs in 4 phases. Weeks 1–2 · Scope: Request-type inventory, service catalogue and approval thresholds. Quarter 2+ · Scale & run: Multi-site rollout with SLA and satisfaction reporting.
What results should we expect?
40–60% of workplace requests completed on first contact. Expected ranges from comparable production engagements: Requests completed on first contact 40–60%; Misrouted requests 60–80% fewer; Request cycle time Days to hours; Employee satisfaction with workplace services 10–20 points higher. Your baseline is agreed before build starts and reported on the same measures after go-live.
What does an engagement look like?
Production pilot: One site live with a single front door, routing accuracy measured against the current queue mix. Scale and run: Multi-site, multi-service coverage with approvals and SLA reporting across shared services. Fixed-price pilot with milestone billing, then a retained pod with quarterly outcome reviews.
What does the Workplace Request Agent cost?
Price on request. Every agent is scoped to your integration surface, data readiness and compliance posture, so we send a written estimate after a 30-minute scoping call rather than publish a band that would not apply to you.
Scope the Workplace Request Agent against your systems.
A 30-minute working session with the architects who deliver it: your integration surface, the decision that stays with a human, the measurement plan and a written estimate. We reply within one business day.
Get a written estimate for the Workplace Request Agent.
Tell us the process, the systems it touches and the compliance scope. We come back with a scope, a measurement plan and a written estimate — no published band that would not apply to you.
solutionWorkplace Request Agent — routed to this team
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