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Onboarding Genie PRD

Summary

The Onboarding Genie serves as each new hire's AI assistant, providing real-time status updates, scheduling meetings, processing application access requests, and escalating complex issues to support teams. This AI-powered assistant transforms the new hire experience by offering personalized guidance and immediate support throughout the onboarding journey.

Problem Statement

New hires currently feel lost and uninformed about their onboarding progress, leading to:

• Confusion about next steps and expectations
• Difficulty accessing help when needed
• Delays in resolving onboarding issues
• Poor new employee satisfaction affecting retention

Applications & Objects

Triggers

Functional Requirements

AI Assistant Activation and Core Functionality

Requirements:

• Activate the Onboarding Genie on the new hire's start date
• The Genie must provide personalized guidance based on the employee's position and department
• The Genie must provide status updates on onboarding progress and next steps

Implementation Details:

• Extract worker information from Workday for personalization
• Use employee department and role data to customize guidance
• Implement natural language processing for question interpretation
• Maintain session state and conversation history

Meeting Scheduling Capability

Requirements:

• The Genie must process meeting requests from new hires
• The system must check participant availability using Outlook Calendar
• The Genie must create calendar events with 30-minute default duration
• Meeting invites must be sent to all participants automatically
• The system must handle scheduling conflicts and suggest alternative times

Implementation Details:

• Integrate with Outlook Calendar API for availability checks
• Default meeting duration of 30 minutes unless specified otherwise
• Include relevant onboarding context in meeting invitations
• Provide rescheduling options when conflicts occur

Access Request Management

Requirements:

• The Genie must handle self-service application access requests
• The system must validate requester identity using Okta
• Access requests must be routed to appropriate approval workflows
• The Genie must provide status updates on pending access requests
• The system must notify users when access has been granted or denied

Implementation Details:

• Use Okta for identity verification before processing requests
• Route requests based on application type and organizational policies
• Track request status and provide real-time updates
• Send notifications for request status changes

Issue Escalation and Ticket Creation

Requirements:

• The Genie must identify complex issues that require human intervention
• The system must create JIRA tickets for escalated issues with full context
• Tickets must be routed to appropriate support teams based on issue type
• The system must use Workday data to identify correct managers and support contacts
• Escalated issues must include conversation history and relevant employee information

Implementation Details:

• Define escalation triggers for different issue types
• Create JIRA tickets with comprehensive context and troubleshooting history
• Use Workday manager lookup for proper routing
• Preserve chat history for human support reference
• Provide estimated resolution timelines to employees

Employee Data Integration

Requirements:

• The system must access employee information via a new Employee Directory API endpoint
• The system must retrieve and utilize the following employee data:
• Basic information: first name, last name, work email, worker ID, phone
• Organizational details: department, cost center, manager, direct reports
• Employment information: start date, position title, employment type, location
• Status information: active/inactive, PTO status

Implementation Details:

• Required parameter: employee_id
• Use retrieved data for personalized interactions and proper routing
• Cache employee data appropriately for performance
• Handle API failures gracefully with fallback procedures

Error Handling & Exception ManagementSystem Availability Exceptions

Condition: Target systems (Workday, Outlook, Okta, Jira) unavailable

Resolution:

• Implement retry logic with exponential backoff
• Provide offline guidance where possible
• Escalate to human support after 3 failed attempts
• Log all system availability issues for monitoring

Data Integration Exceptions

Condition: Missing or incomplete employee information

Resolution:

• Use generic onboarding guidance when personalized data unavailable
• Flag missing data for HR review
• Notify manager of data gaps that affect onboarding quality
• Continue service with available information

Business Logic Exceptions

Condition: Invalid or complex requests beyond Genie capabilities

Resolution:

• Create JIRA ticket with full context and conversation history
• Route to appropriate support team based on request type
• Provide estimated resolution timeline to employee
• Send confirmation that issue has been escalated

Technical Implementation Notes

• All Jira ticket creation logic must be embedded directly in the Genie workflow
• System must maintain conversation context and history throughout onboarding period
• Escalation procedures must preserve complete chat history for human support context
• Error handling should be graceful with clear communication to users about next steps