Enhanced search results in IAR with Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Enhanced search results in IAR with Virtual Agent

    The Issue Auto Resolution (IAR) application for HR has improved its functionality by integrating Virtual Agent into the search results pipeline. This enhancement allows employees to receive relevant Virtual Agent topic recommendations for noncritical HR cases, streamlining their resolution process before a general AI search is conducted.

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    Key Features

    • The application first checks for matching Virtual Agent topics before performing an AI search.
    • If a matching Virtual Agent topic is found, it is recommended to the employee; if not, the application defaults to AI-based recommendations.
    • To activate this feature, the administrator must set the sniarhr.hrintentsolutionenable property to true.
    • The ServiceNow support team can assist in updating this feature within the IAR flow.

    Key Outcomes

    When an HR case is submitted, the enhanced process provides:

    • A prompt email notification to the employee with a Virtual Agent topic recommendation if available.
    • Access to the Virtual Agent through the portal for more detailed case handling.
    • An improved recommendations section in emails, showing knowledge articles and catalog items related to the case.

    The Issue Auto Resolution application for HR has enhanced its search results with the introduction of Virtual Agent to the IAR pipeline flow. The employee can now receive a matching Virtual Agent topic as a recommendation for a noncritical case, when the topic is available in the database, before the application performs a general AI search.

    In the previous version of Issue Auto Resolution for HR, all the noncritical HR cases were sent recommendations that were based only on the AI search results. With this enhanced version, the IAR application first checks if a matching Virtual Agent topic is available for that particular HR case. If there’s a matching Virtual Agent topic, the IAR application recommends the identified Virtual Agent topic to the employee. If no matching Virtual Agent topic is found, the application performs an AI search, and the recommendations are sent to the employee based on the AI search results.
    Note:
    To enable the Virtual Agent topic recommendation in the Issue Auto Resolution for HR, the administrator must set the sn_iar_hr.hr_intent_solution_enable property to true. The ServiceNow® support team can update this feature to your Issue Auto Resolution flow.

    Virtual Agent topic flow

    When an employee submits a human resource (HR) case via an email or portal, the Issue Auto Resolution first checks whether the sn_iar_hr.hr_intent_solution_enable property value is set to True. If the property value is True, the Issue Auto Resolution checks if the corresponding intent for the topic map is active or not in the Auto-resolution configuration record. When the property value is False, then Issue Auto Resolution continues to perform the normal AI search.

    The following example shows how an employee receives a Virtual Agent topic recommendation when the employee submits an HR case via email.

    Figure 1. VA topic in Issue Auto Resolution flow
    New Virtual Agent topic introduced in IAR flow.
    The process is as follows:
    1. An HR case is submitted by the employee through an email.
    2. The employee receives an email with the Virtual Agent topic recommendation in it.
    3. The employee selects Go to portal to access the details of the case on the portal.
    4. The employee accesses the Virtual Agent topic, by selecting the Virtual Agent chat icon VA chat icon. on the portal and selecting the case recommendation notification.

    Enhanced recommendations preview on email for AI search flow

    The new recommendations section displays the titles of the knowledge articles and catalog items in the email. The IAR knowledge article icon. icon indicates that the recommendation title is a knowledge article. The IAR catalog item icon. icon indicates that the recommendation title is a catalog item.

    The following example shows how the new recommendations preview section looks in the email you receive when the HR case gets AI search results as recommendations.

    Figure 2. New recommendations preview on email