FAQs

  • CAPABILITES

    Here's what Harriet can do

  • What does Harriet do?

    Harriet is an AI-powered internal service desk built for modern HR, IT, and Ops teams. It combines smart ticketing, self-service automation, and knowledge management into one system — so your employees get instant answers, your team spends less time on admin, and your business runs faster.

    Here’s how it works, day to day:

    1. Employees ask questions in Slack or MS Teams

    Harriet connects directly to the tools your teams already use - like Slack, Teams, GChat or Whatsapp. Employees just message the bot in natural language— no login, no new system to learn. They get a helpful, trustworthy response in seconds, not hours.

    2. Harriet searches your knowledge and tools

    Under the hood, pulls from your existing docs, policies, HRIS, and IT systems. It understands what’s being asked and, importantly, who is asking the question. Harriet retrieves the right answer or takes the right action — like sending a form, checking a payslip, or escalating a request to the right team.

    3. If it can’t answer, it creates a ticket

    Harriet captures the full context of the conversation and logs it in a shared ticketing system. No more “can you send me the full thread?” — the right person sees the right info, right away. Plus, Harriet has been trained in sensitive, complex questions so knows when to get the user to escalate.

    4. Your team resolves tasks faster with AI support

    Each request is auto triaged, tracked, and routed — with smart suggestions, task automation, and status visibility built in. You can set custom SLAs and track all parts of the process with our live dashboards and kick off workflows from the ticket to execute on the request as well as capture it. It’s everything you need to stay on top of ops, without jumping between tools, in a fraction of the time.

    5. You build a smarter system over time

    Every interaction makes Harriet better. Your knowledge base gets cleaned up automatically. Gaps get flagged. And your team can update answers with a few clicks — no complex admin portal required.

    In short? Harriet is your always-on support agent for everything internal.

    It handles routine queries, automates common tasks, and gives HR, IT, and Ops the infrastructure to scale — without adding headcount.

  • Is Harriet a helpdesk or a chatbot?

    Both. Employees see a fast, friendly chatbot in Slack or MS Teams. Under the hood, it’s a full service desk—ticketing, automation, workflows, and knowledge all in one place.

  • Is Harriet a helpdesk or a chatbot?

    Both. Employees see a fast, friendly chatbot in Slack or MS Teams. Under the hood, it’s a full service desk—ticketing, automation, workflows, and knowledge all in one place.

  • Can we customise workflows and approvals?

    Fully. You can build onboarding flows, IT requests, approvals, and more—with no code. Automate by department, location, seniority, or whatever you need.

  • What about complex permissioning?

    This is baked into our DNA. We can reflect you permissioning environment. No CEO payslips accidentally getting leaked on our watch.

  • What tools does Harriet replace?

    Jira, Zendesk, Freshdesk (ticketing)

  • Where does it get its answers from?

    Harriet connects to your existing knowledge and tools—think Notion, Confluence, Google Drive, HRIS, IT systems, etc. It keeps everything up to date and searchable, with source links for every answer.

  • Is my data safe?

    Yes, your data is safe with Harriet. We are SOC II complaint and we never share private or personal information with the AI models that power Harriet. All personal details are removed from your team’s communications before processing. No sensitive data is stored in our database or sent to the underlying models, so your information will never be used to train AI.

  • How is this different from chat GPT?

    We use advanced LLMs like ChatGPT, as well as similar systems from Anthropic, Google, and others, to power Harriet. But unlike generic AI tools, Harriet is designed to work specifically within your organization.

    Harriet connects these powerful LLMs to your internal systems and documents, enabling them to provide accurate, personalized answers while operating safely and securely. Unlike ChatGPT, which pulls information from the internet, Harriet is trained on your policies, processes, and organizational structure.

    This means Harriet can go beyond generic conversations to address strategic needs, like:

    • Providing consistent support across teams and geographies.
    • Enabling employees to self-serve detailed, context-specific information.
    • Automating complex workflows securely, without risking sensitive data.

    Harriet transforms AI into a practical and secure tool for your business.

  • Is Harriet anonymous?

    Yes, Harriet allows users to remain anonymous in their interactions, except when compliance or legal reasons require information to be identified. Harriet ensures transparency by confirming with users before escalating any question to HR or sharing their details, so you’re always in control.

  • Can Harriet be used globally?

    Yes, Harriet is designed to work seamlessly across geographies. You can upload policies for multiple regions, and Harriet will tailor answers based on where the question is being asked.

    Harriet is also multilingual, able to read information in one language and apply it in another. It supports complex regional and permissions systems, ensuring the right information reaches the right people. Plus, with integrations like Okta, Harriet can fit securely into your global tech stack.

  • Can Harriet be used with Microsoft Teams?

    Yes! And Sharepoint too

  • Can Harriet be used with Gchat?

    Yes!

  • How long does it take to implement Harriet?

    Harriet customers can be live in as little as two weeks, although more complex configurations may require longer.

  • Can Harriet provide reporting and insights?

    Yes, Harriet tracks interactions to provide insights into employee needs, workflow bottlenecks, and system performance, helping you identify trends and improve processes.

  • How scalable is Harriet?

    Harriet is built to grow with your organization, supporting additional geographies, languages, policies, and systems as needed. Harriet support organizations up to 10,000+ FTE.

  • INTEGRATION AND SET UP

    Here's a bit more about integration and set up