Resolve HR cases agentic workflow

  • Release version: Yokohama
  • Updated April 7, 2025
  • 2 minutes to read
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    Summary of Resolve HR cases agentic workflow

    The Resolve HR cases agentic workflow enables ServiceNow customers to automate the evaluation and resolution of HR cases by leveraging AI agents. It assesses case criticality, retrieves relevant knowledge articles, detects sensitive topics, and generates a step-wise fulfillment plan. This reduces the need for manual agent intervention and accelerates case resolution across channels such as email, service catalog, and Virtual Agent.

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    This workflow requires HRSD Pro plus Now Assist and the HR Service Delivery AI Agent Collection.

    Key Features

    • HR criticality detection AI agent: Evaluates urgency, impact, and keywords to determine case criticality and routes sensitive or critical cases to live agents.
    • HR search retrieval AI agent: Fetches relevant knowledge base articles and catalog items related to the HR case.
    • Record management AI agent: Updates work notes with case details, especially for critical or unresolved non-critical cases.
    • HR notification AI agent: Notifies employees via email or Virtual Agent about recommendations and collects their feedback.
    • HR Case Planner AI agent: Generates an ordered, step-wise fulfillment plan for manual HR service cases to guide faster resolution.

    The AI agent decision log in AI Agent Studio provides real-time visibility into agent actions and decisions during testing.

    How to Use

    • Access the workflow via AI Agent Studio under Agentic workflows > Resolve HR cases.
    • Ensure all AI agents are enabled in the Define availability screen.
    • Customize the Describe and connect section to tailor the workflow to your HR processes.
    • Run test scenarios to validate performance and review AI agent interactions.
    • Notify employees with recommendations and gather feedback through Now Assist tools.
    • Generate and refine fulfillment plans for manual fulfillment HR cases; plans are added to work notes upon approval.

    Practical Benefits

    • Automates routine HR query resolution, improving efficiency and reducing manual workload.
    • Provides timely routing of sensitive or critical cases to human agents, ensuring appropriate handling.
    • Delivers knowledge-driven recommendations and fulfillment plans to streamline case resolution.
    • Enhances employee experience by providing proactive notifications and collecting feedback.

    Use the Resolve HR cases agentic workflow to evaluate case criticality and retrieve relevant knowledge articles to resolve HR cases, and generate a fulfillment plan for an HR case, minimizing the need for agent intervention.

    Resolve HR cases overview

    Use the Resolve HR cases AI agent team to:
    • Automate the resolution of routine employee queries that are submitted via any channel that logs an HR case such as email, catalog, or Virtual Agent. Assess criticality, retrieve relevant knowledge base responses, and detect sensitive topics that relate to your employee relation cases to route to live agents when necessary.
    • Generate an ordered step-wise fulfillment/execution plan for an HR case, thus helping in faster resolution of the HR case.
    Note:
    You must have HRSD Pro plus for Now Assist installed for the HR Service Delivery AI Agent Collection. When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Resolve HR cases agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Overview.
    2. Select Agentic workflows > Resolve HR cases.

    Resolve HR cases AI agents

    The following table lists the agents that are used in the Resolve noncritical HR cases agentic workflow.
    Important:
    In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent.
    Table 1. Agents used in the Resolve HR cases agentic workflow
    AI agent AI agent role
    HR criticality detection AI agent Determines the criticality of the request based on the urgency, impact, escalation scenarios, and keywords.
    HR search retrieval AI agent Fetches information about the relevant knowledge articles and catalogs that are related to the request.
    Record management AI agent Populates work notes with case details for critical cases or when no relevant recommendations are available for non-critical cases.
    HR notification AI agent Notifies users of the recommendations and collects feedback via email and chat.
    HR Case Planner AI Agent Creates an ordered step-wise HR case fulfillment /execution plan.
    The AI agent decision log displays the AI agents that are working to resolve the case, and you can watch their interactions, decisions, and thought processes as they happen in real time.
    Note:
    The AI agent decision log is available in the Testing section in AI Agent Studio and is intended for testing purposes only.

    Resolving an HR case

    In the Resolve HR cases agentic workflow, review the information in the Describe and connect section, make the necessary updates to confirm the agentic workflow adapts to your requirements, and then select Save and Continue.

    The agent executes the test scenario in AI Agent Studio for the agentic workflow.
    Figure 1. Example of resolving a noncritical case
    In AI Agent Studio where it shows the testing output for Resolving HRcase agentic workflow.

    The employee is notified via the Now Assist Virtual Agent or email when the recommendation is generated. They can provide feedback on the recommendation or close the case.

    Figure 2. Example of generating a fulfillment plan for an HR case
    Generation of a fulfillment plan for an HR case

    Generation of a fulfillment plan for an HR case

    Generation of a fulfillment plan for an HR case

    Generation of a fulfillment plan for an HR case

    The AI agent creates a fulfillment plan for a given HR case by fetching HR case details, relevant KB articles, and fulfillment instructions. HR agents can add prompts for refining the fulfillment plan. Once approved, the fulfillment plan is added to the work notes of the case.
    Note:
    The option to generate a resolution plan appears only for the HR service of Fulfillment type: Manual. It does not appear for the Employee Relations and Life Cycle Events cases.