Using agentic workflows in Now Assist for HRSD

  • Release version: Yokohama
  • Updated March 7, 2025
  • 3 minutes to read
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    Summary of Using agentic workflows in Now Assist for HRSD

    The HR Service Delivery (HRSD) AI agent collection empowers organizations to automate various HR tasks, enhancing efficiency and minimizing manual intervention. This feature allows for the autonomous resolution of HR-related issues, improving response times and overall service delivery.

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    Key Features

    • Agentic Workflows: Automate tasks like tuition reimbursement, HR case resolution, onboarding planning, and more through dedicated workflows that keep human agents informed while handling routine tasks.
    • AI Agents: Various AI agents assist in tasks such as retrieving employee information, managing holiday requests, and updating personal details, ensuring comprehensive support for HR processes.
    • Workflow Activation: To utilize agentic workflows, users must duplicate the workflow, activate it and its agents, and set up triggers for automatic invocation or manual execution.

    Key Outcomes

    By implementing these agentic workflows, ServiceNow customers can expect faster resolution of HR queries, improved onboarding experiences for new employees, and streamlined access to employee data, ultimately enhancing HR service delivery and employee satisfaction. Utilizing these tools can significantly reduce the mean time to repair (MTTR) for cases requiring validation, leading to more efficient HR operations.

    Use the HR Service Delivery AI agent collection to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for HR Service Delivery AI Agent Collection
    Agentic workflow name Description Available AI agents
    Resolve policy for tuition reimbursement AI agents resolve tuition reimbursement requests by connecting to various parties (for example, the manager for approval) and resolving the case, while keeping the human agent in the loop.
    • Tuition reimbursement requestor information retrieval AI agent
    • Tuition reimbursement eligibility check AI agent
    • Tuition reimbursement checklist creator AI agent
    • Total rewards case closure AI agent
    • Total rewards case details management AI agent
    • Tuition reimbursement pre-approval task creation AI agent
    • Tuition reimbursement policy retrieval AI agent
    Resolve HR cases Automate the resolution of routine employee queries submitted via portal or email by leveraging agents to assess criticality and retrieve relevant knowledge article responses.

    Create an ordered step-wise HR case fulfillment/execution plan.
    • HR search retrieval AI agent
    • HR notification AI agent
    • Record management AI agent
    • HR criticality detection AI agent
    • HR Case Planner AI Agent
    Generate onboarding ramp-up plan Provides an efficient process for helping managers generate personalized onboarding plans for new employees who are joining their organization. The workflow uses Journey Accelerator to create a plan and tasks associated with the employee's onboarding journey. The manager uses Now Assist in Virtual Agent to review, revise, and accept the onboarding ramp-up plan that was curated by the AI agent.
    • Ramp up plan gather inputs AI agent
    • Ramp up plan generation AI agent
    • Ramp up plan review AI agent
    Help Plan Growth Conversations AI agents work together to help managers select a reportee, create and retrieve upcoming conversations, generate employee data summaries with talking points from talent development activities, and recommend resources and learning courses for effective preparation.
    • Conversation management AI agent
    • Employee data summarization AI agent
    • Manager resource recommendation AI agent
    Table 2. Available HCM agents for HR Service Delivery AI Agent Collection
    Available AI Agent Description
    Worker profile retriever AI agent Calls an integration subflow to assist the employee in finding out details about a colleague. The details could include the department, job, email, or phone number that is based on the employee's request by name.
    Employee holiday calendar retrieval AI agent Retrieves the holiday information for the specified year.
    Time off requester AI agent Calls an integration to assist in leave-related requests:
    • Request time off
    • Get my time off balance
    Employee total rewards information AI agent Retrieves the total rewards details of an employee.
    Benefits enrollment retriever AI agent Calls an integration subflow to get the benefits information that an employee has signed up for.
    Employee details updater AI agent Calls an integration to assist in personal details related requests:
    • Update email address
    • Update address
    • Update phone number
    • Update blood type
    • Update date of birth
    HCM feedback retriever AI agent Calls an integration subflow to assist the employee in getting the feedback that they have received in HCM from their managers.
    Expense manager AI agent Fetches expense details to create and submit and expense report.
    View paychecks AI agent Retrieves paycheck information for the selected period.
    Important:
    All agentic workflow and AI agent records are read-only by default.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then do the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn't necessary.
    For more information about duplicating an agentic workflow, implementing access control lists and activating the required components, see the following topics:
    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.