AI-powered HR request intake & routing

Objective

Bausparkasse Schwäbisch Hall is seeking a SaaS solution that centralizes HR request intake, categorizes and routes requests intelligently, and provides full transparency for all stakeholders.

Within the Venture Client framework, validate a minimum viable solution with defined pilot use cases that:

• Provides central intake for HR requests via multiple digital channels (e.g. Teams integration, email integration, or web portal)
• Demonstrates AI-powered categorization and routing suggestions for incoming requests
• Proves status tracking functionality for employees and HR
• Delivers an initial reporting baseline on request volumes and processing times
• Implements human-in-the-loop handling for higher-risk or complex requests

The PoC will start with clearly defined low-risk use case, for which automated or near-automated processing is feasible.

Long-Term Goal: Build a scalable HR service delivery platform that incrementally integrates additional self-service capabilities, connects to SAP systems, and becomes the central intake and knowledge system for all HR matters at Bausparkasse Schwäbisch Hall.

Solution Requirements

Functional Requirements:

• Central omnichannel intake for HR requests
• AI-powered categorization of incoming requests by HR topic (e.g. certificates, special leave, parental leave, payroll)
• Intelligent routing: automated or suggested forwarding to the responsible HR unit or case owner
• Status tracking: employees and managers can view the processing status of their request at any time
• Reporting dashboard: overview of request volumes, categories, processing times and open cases for HR leadership
• Ability for HR staff to open tickets on behalf of employees (e.g. for phone or walk-in requests)

Technical & Security Requirements:

• SaaS solution with EU cloud hosting (mandatory) — existing Microsoft Azure infrastructure available; European cloud provider preferred
• Microsoft Active Directory (AD) integration for user and rights management
• GDPR compliance (mandatory) — employee personal data must be handled in full compliance with EU data protection law
• DORA compliance and ability to pass the outsourcing audit (Auslagerungsprüfung) of Bausparkasse Schwäbisch Hall under German banking regulation
• System language: German (mandatory) — all user-facing interactions must be available in German
• Security certifications: submission of relevant documentation (e.g. ISO 27001, BSI C5 or equivalent) will be requested during the application process
• AI components must comply with EU AI Act requirements and internal data protection guidelines 

Operational Readiness:

• Deployable as a functional pilot within 4–8 weeks after kick-off
• Standardized licensing model required (no pure greenfield custom development) — the provider must bring a productized or reusable core solution
• Clear support process and dedicated contact on the provider side throughout the PoC

Nice-to-haves:

• Automated resolution of defined standard requests (e.g. employment certificate, special leave policy) without HR intervention
• Knowledge/FAQ module: employees receive direct answers to frequent questions before a ticket is created
• Voice input / voice channel
• SAP interface (On-Premises or SuccessFactors) — as a medium-term expansion stage
• Multi-channel support for additional communication channels beyond those in the PoC

Not in Scope:

• SAP integration within the PoC scope (planned future expansion)
• HR self-service portals (evaluated separately as part of the HR IT cloud strategy)
• Custom-built software developed specifically for Schwäbisch Hall with no productized core