Introducing Ema's Voice AI Employee for HR and IT
Thousands of calls reach your HR and IT lines every week. Password resets, leave questions, payroll queries, candidate screens, new laptops, and more. Each one starts with a long IVR menu and a hold, then a person on your team searches through a dozen systems to find the right answer for that caller.
Today we're launching Ema's Voice AI Employee for HR and IT. When employees call, Ema verifies who they are, understands the problem, and finishes the work while they're still on the line.
Most voice agents pass the problem to a human instead of solving it
Most voice platforms are built to talk like a person and answer basic questions from a knowledge base. When a request needs real work, they log a ticket for a human to pick up. A voice bot can open a ticket in ServiceNow or look up an employee record. Ask it to run a laptop refresh across inventory, approvals, and procurement, and it stalls, because voice is all it has.
The issue lands in the human queue, and you pay twice for the same problem: once for the voice agent and again for your team's time.
Three things make this worse at enterprise scale:
- You build it by hand, one intent and one branch at a time, so the first use case takes weeks and the second costs as much again.
- Callers hear a machine, with a pause before every answer and no way to interrupt, so they ask for a person.
- Your workforce follows different rules by pay band, location, language, and contract type, and no single script can keep track of them.
Ema was built differently. Behind the voice sits a team of AI Employees that completes the work in the HR, IT, and telephony systems you already own. At NTT DATA's service desk, that means 1M+ calls a year, 90–95% resolved end to end, and fewer than 1% of callers asking for a human.
What a call with Ema sounds like
An employee calls the IT helpline. Ema greets them and verifies their employee ID. The employee says their laptop keeps overheating and shutting down. Ema walks them through two troubleshooting steps, decides the laptop needs replacing, and starts a new laptop request. Another AI Employee picks up that job. It checks the caller's pay band, current device, inventory, and approvals, and raises the request.
The caller keeps talking to Ema the whole time, and the conversation stays natural while the work happens in the background.
When the workflow completes, Ema confirms the request went through and tells the caller when to expect the laptop. The call ends, and the work is already done
Voice is one more channel into the same AI Employees
1. Ema learns from your calls and tests itself
Give Ema your call recordings, transcripts, and policies. It learns why people call, how your team handles each request, and which rules change by location, contract, or pay band. There's nothing to build by hand.
Then it tests itself. It runs simulated callers with different moods, accents, and edge cases, scores every conversation, and keeps improving until you approve the results.
2. Ema does the work across your systems
While Ema talks to the caller, AI Employees behind it run each step in ServiceNow, Workday, SAP, and your other systems. Ema confirms the result before the caller hangs up. If a step needs an approval or takes longer than the call, Ema finishes it afterward and updates the caller.
3. Ema is built for enterprise calls
Enterprise calls are messy, and Ema is built for that. Callers can interrupt it, talk over it, or correct a number mid-sentence, and Ema keeps up. EmaFusion matches the voice and accent to the caller, so a Spanish speaker and a German speaker each hear a voice that sounds local.
Every caller is verified before any record is discussed. Every call is recorded, redacted, and timestamped, on your existing phone carriers and under your compliance rules.
You can add human-in-the-loop controls wherever a step needs a person's approval. Ema meets SOC 2, ISO 27001, and GDPR, so security reviews move faster.
Ema reaches workers who don't sit at a desk
Plant operators, warehouse teams, field adjusters, agency staff, night shifts. Many can't log in to check their pay, record overtime, or apply for leave. What they do have is a phone. Their rules also vary by site, agency, and contract, so even a simple question takes your HR team time to look up.
Take a warehouse associate who calls the HR line between shifts. Ema verifies her, and she asks how much leave she has and whether she can take Friday off. Ema answers from the leave policy for her site and contract type, tells her the balance, and files the request.
It checks the shift roster for coverage and routes the approval to her supervisor in Workday. While that runs, she mentions her last paycheck looked short. Ema pulls the pay statement, explains the deduction, and offers to send the breakdown to her phone. Both questions are answered in one call, with nothing left for the HR team to do.
If you run a workforce across manufacturing, insurance, retail, logistics, or BPO, this is where the service gap is widest, and where voice closes it.
Try it free on try.ema.ai. Build your own Voice AI Employee, or have Ema call you with a live HR or IT scenario.
Get work done. Hire Ema.