How are AI agents developed for Internal usage where people already know how to find a human?

Unlike customer-facing AI, where adoption can be forced by eliminating human alternatives, internal AI deployments face a behavioral challenge. When HR or IT teams in a company introduce an AI agent to handle simple, documented Q&A, they want to reduce the time spent answering emails and calls. Since they cannot completely shut down traditional support channels, how can these teams effectively incentivize employees to consult the AI agent instead? Especially when the email address is already socialized, and you have known people and built relationships with them for a long time, and knowing X is the person who can solve your problem.