---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Machine learning solutions for HR Service Delivery

# Machine learning solutions for HR Service Delivery {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Machine learning solutions for HR Service Delivery help in auto determining assignment groups and services for HR cases, auto creating cases from emails, and discovering knowledge articles that help in faster resolution of cases and tasks.{#predictive-intelligence-for-hr-service-delivery__shortdesc-ml-sltns-hrsd}

[Demand Insights for HR Cases
dashboard](https://www.servicenow.com/docs/access?context=demand-insights-hrcases-dashboard&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US){#predictive-intelligence-for-hr-service-delivery__p_d1f_nfg_h1c}

The Demand Insights for HR cases dashboard enables you as an HR agent to identify which HR
cases have no or insufficient knowledge coverage. You can then create feedback tasks for
knowledge gaps to deflect such HR cases.{#predictive-intelligence-for-hr-service-delivery__p_e1f_nfg_h1c}
* **[Auto-case creation from an email](https://servicenow-prod.fluidtopics.net/UZAShjc7ta3mVq6O3Zw5Yg)**   
  Automatically categorize HR cases submitted by email. Auto-case creation allows for a faster response time and better case resolution for employees.
* **[Auto determination of HR service](https://servicenow-prod.fluidtopics.net/K~z1KRY_L9uyqpwL7zkdkw)**   
  Auto determine the HR service for a case. Enable an HR agent to transfer the case to the appropriate HR service rather than having to spend significant time manually triaging cases to appropriate HR services.
* **[Auto determination of assignment group](https://servicenow-prod.fluidtopics.net/zUmaDu8K_c2P7c27eDPuTg)**   
  Auto determine the assignment group for a case. Enable an HR agent to transfer the case to correct assignment group rather than having to spend significant time manually identifying groups for HR cases.
* **[Discovering knowledge articles and catalog items for employees](https://servicenow-prod.fluidtopics.net/kqCa6tCNQTdf4KRt83ylEA)**   
  Discover all the users who have a similar profile as the employee who has logged in to Employee Service Center. Identify the top viewed knowledge articles and top submitted catalog items by those users. Display the top three knowledge articles and top three catalog items to the employee.
* **[Discovering similar knowledge articles for HR cases](https://servicenow-prod.fluidtopics.net/uc3gnMGvK~DHP_~ZmbndTw)**   
  Discover similar information across knowledge articles based on the short description of the HR case and the text in the related search results. Display such similar knowledge articles to an HR agent to resolve a case.
* **[Discovering similar closed cases for HR cases](https://servicenow-prod.fluidtopics.net/fdeX3QrQsDuVrdpZsAKE5w)**   
  Help an HR agent resolve the current case by displaying similar closed cases.
* **[Displaying related knowledge articles for completing tasks](https://servicenow-prod.fluidtopics.net/gxiJ2C5oITCL1GKLWR1_ag)**   
  Display knowledge articles that help in completing HR and Content tasks in the Employee Service Center To-dos page and the HR Ticket page.