Hero AI is an AI-driven chatbot (powered by Fin. The #1 AI Agent for customer service) that assists with common queries related to HR, Payroll, and EH Work. It utilises our Help Centre resources to provide accurate responses.

Live Messaging: When you initiate a chat, Hero AI will first attempt to resolve your query. If it cannot, it will offer to connect you with a live agent during business hours or create a support ticket outside business hours.

You can ask any questions related to HR, Payroll, and EH Work. Hero AI provides answers based on our Employment Hero Help Centre articles.

Hero AI is available to all admin and owners on paid HR and/or Payroll platforms. It's not currently accessible to customers in a Managed Implementations journey or partners.

Snippets are brief pieces of internal information that aren’t available on public Help Centre articles. We use snippets to expand Hero AI’s knowledge so it can deliver more accurate responses to specific questions, particularly around evolving issues like system updates or known bugs. 

For example, if there’s a known technical issue affecting Payroll processing, Hero AI can use snippets to inform you that the problem has been flagged and is under investigation - without needing to wait for a human response.

Custom Answers are carefully structured responses we build to address highly specific or complex queries. These can include links to resources, videos, buttons to take actions, or updates on ongoing issues. They’re prioritised over Hero AI’s AI-generated answers to ensure greater accuracy and consistency — especially helpful during peak periods like End of Financial Year (EOFY), when handling times may be longer.

Custom Answers are triggered when:

• Macros are commonly used by agents for specific queries (e.g. “How do I download my payslip?”).
• There are problem tickets (e.g. “Why are leave balances showing incorrectly?”), allowing Hero AI to notify you of the known issue.
• Peak periods (e.g. EOFY or new financial year onboarding), when general responses help set expectations around wait times and direct you to useful resources.
• Bespoke workflows: Tailored messages for different customer segments or platforms. 

This means Hero AI gives you clearer, more relevant answers when it matters most.

Yes. If there’s a known technical problem or service disruption, Hero AI will use a Snippet or Custom Answer to let you know that the issue is already flagged and under investigation. 

This keeps you informed and reduces the need to submit duplicate tickets for the same issue.

Absolutely. During busy periods like EOFY, Hero AI is configured with Custom Answers to handle common queries and acknowledge longer support wait times. You’ll also receive links to time-sensitive resources, guides, or tools that can help resolve your query faster — all without needing to wait in a queue. 

Our Senior Consultants are currently loading Hero AI with a tonne of EOFY Content, so if you’ve got any EOFY related questions, he’s your go to guide!

Hero AI uses intelligent logic:

• It first checks if a Custom Answer matches your question. If so, it will use that — especially if it’s a high-traffic or time-sensitive issue.
• If not, it looks for a relevant Snippet for known issues or topics not in the public Help Centre.
• If neither applies, Hero AI will generate an AI Answer based on the Help Centre articles and its training. 

This prioritisation ensures you get the most accurate and up-to-date information first.

We understand the value of human interaction. Hero AI is designed to handle straightforward queries efficiently. We are constantly training Hero AI, and ensuring that the information it provides is relevant, accurate, and helpful. 

For more complex issues, it seamlessly escalates the conversation to our support team, ensuring you receive the assistance you need.

Hero AI's responses are based on our comprehensive Help Centre resources. If you ever doubt an answer, you can request to speak with a human agent for further clarification.

To enhance transparency, we've branded Fin as "Hero AI" in our communications. This ensures you know when you're interacting with our AI assistant.

No worries! Try to be as specific as possible. For example, instead of "I need help," you might ask, "How do I process a leave request in the EH Work app?" This helps Hero AI provide the most accurate information.