Resolve noncritical HR cases agentic workflow
Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked critical.
Resolve noncritical HR cases agentic workflow overview
- checks criticality
- generates recommendations for a non-critical request fulfillment
- requests for a human agent intervention when a case is identified as critical
The agents, tools, and triggers that are associated with the Resolve HR cases agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.
Prerequisites and setup
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.
Accessing the Resolve noncritical HR cases agentic workflow
- Navigate to .
- Select .
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools, and information.
Resolve noncritical HR cases agentic AI agents
| AI agent | AI agent role |
|---|---|
| HR search and notify AI agent | Performs search to find relevant HR knowledge articles and catalog items related to the given query and raise notification if relevant information is found. |
| HR criticality detection AI agent | Performs criticality detection on an HR case and acts based on the criticality level. |
In the Resolve noncritical HR cases agentic workflow, review the information in the Describe and connect section, make the necessary updates to ensure the agentic workflow adapts to your requirements, and then select Save and Continue.
Trigger
Business rule: The Trigger non critical use case business rule serves as a trigger that executes following the completion of the Predict service and Transfer HR cases use case. This business rule contains
conditions that determine when the Resolve noncritical HR cases use case should be initiated. Modify the conditions to align with your specific business requirements.
Executing a test scenario
You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field:
"Resolve HRC000XXX".
- For non-critical cases, it retrieves and recommends relevant articles, then notifies the employee via Now Assist Virtual Agent or email. Employee can review the recommendations, provide feedback, or close the case.
- For critical cases, Human agents intervention is requested.
Example of event creation on Agent Workspace for HR Case Management
This is an example of how the Resolve noncritical HR cases agentic workflow generates recommendations for a non-critical case, and sends email notifications to the requester.