Key highlights
5.9 seconds
Median response time for employee HR queries
53.6%
Repeat queries deflected through intelligent caching
100%
Prompt-injection safety pass rate
0.84
RAGAS quality score for answer quality
Summary
Rockland Trust partnered with Zensar to create a secure, AI-powered HR assistant that uses Claude Code and Claude Cowork, with advanced retrieval capabilities and enterprise governance controls. Integrated with Microsoft Teams, the assistant delivers fast, context-aware, citation-backed answers to employees on HR policies distributed across multiple repositories.
Client overview
Rockland Trust, a financial services organization, is committed to delivering responsive and reliable experiences for its employees. To improve access to HR policy information, the organization partnered with Zensar to develop a secure, AI-powered HR assistant using Claude, advanced retrieval capabilities, intelligent caching, and enterprise governance controls. Integrated with Microsoft Teams, the solution provides employees with fast, citation-backed answers while reducing repetitive inquiries handled by HR teams.
Challenges
Fragmented HR knowledge:
Policies and guidance were spread across documents and repositories, making accurate information difficult to find quickly.
High volume of repetitive enquiries:
HR teams spent time answering routine questions that employees could resolve through trusted self-service.
Need for reliable, explainable answers:
Employees needed responses grounded in approved policy content, with visibility into the source.
Security and governance requirements:
The solution had to align with enterprise AI standards and the sensitivity of an HR environment.
Zensar’s approach:
Zensar designed and implemented an AI-powered HR assistant that combines Claude, advanced retrieval capabilities, and enterprise governance controls. Integrated with Microsoft Teams, the assistant creates a familiar self-service experience where employees can ask HR policy questions in natural language and receive context-aware, citation-backed responses grounded in the organization's HR documentation. By bringing distributed policy information into a single conversational interface, the solution is intended to reduce routine HR support overhead while improving access to trusted guidance.
How Claude helped:
Claude served as the intelligence layer within the solution, helping interpret employee questions and generate context-aware responses based on information retrieved from HR sources. The solution also used Claude Code and Claude Cowork alongside advanced retrieval capabilities. This enabled the assistant to provide citation-backed answers, helping employees understand the basis for the guidance they received. The approach supported a more transparent employee experience while helping Rockland Trust align the solution with its organizational AI standards.
Solution
Zensar designed a RAG-based HR assistant that brings together distributed HR content, advanced retrieval capabilities, Claude Code and Claude Cowork, and enterprise governance controls. Integrated with Microsoft Teams, the assistant gives employees a familiar conversational interface to access HR policy guidance.
At a high level, this is the solution workflow:
Employee → Microsoft Teams → HR assistant → Retrieval of relevant HR content → Claude → Citation-backed response
When an employee submits a question, the retrieval layer surfaces relevant content from the organization's HR repositories. Claude then uses this retrieved context to generate a natural-language response, with citations to the underlying policy content. This approach helps keep responses grounded in organizational information and gives employees greater transparency into the guidance provided.
Enterprise governance controls underpin this workflow and support Rockland Trust's organizational AI standards and the requirements of a secure HR environment.
Business outcomes
5.9-second median response time, giving employees near-immediate access to HR information.
53.6% of repeat queries deflected through intelligent caching, reducing avoidable HR support demand.
0.84 RAGAS quality score, demonstrating strong retrieval and response quality.
100% prompt-injection safety pass rate, supporting a secure employee experience.
Zero production failures during the first 20 days of operation, indicating early operational resilience.
Consistent, policy-grounded guidance that supports employee self-service, policy awareness, and compliance.
By bringing trusted HR information into a familiar conversational channel, Rockland Trust improved access to policy guidance and freed HR teams to focus on higher-value employee needs.