Exploring Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated May 4, 2024
  • 4 minutes to read
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    Summary of Exploring Now Assist for HR Service Delivery (HRSD)

    The Now Assist for HR Service Delivery (HRSD) application enhances agent efficiency by utilizing generative AI capabilities to provide quick summaries of customer interactions and case details. This facilitates faster case resolution and ensures agents have the necessary context to address issues effectively.

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    Key Features

    • Case Summary: Offers a concise overview of case details, helping agents quickly grasp the context and actions taken. Agents can refresh and post this summary to work notes.
    • Chat History: Provides a comprehensive view of chat interactions, including transitions between the Virtual Agent and live agents, ensuring continuity in customer service.
    • Chat Summarization: Delivers summaries of all chat handoffs, including quick action summaries and descriptions to streamline the wrap-up process.
    • Case Resolution Notes: Automatically generates resolution notes when a case is marked as closed, allowing agents to modify before saving.
    • Knowledge Article Generation: Enables agents to create knowledge articles from resolved cases, enhancing documentation and resource availability.
    • Now Assist Panel: A user-friendly interface for agents to access chat and case summaries on demand.

    Key Outcomes

    By implementing Now Assist for HRSD, ServiceNow customers can expect:

    • Increased efficiency in case handling, leading to quicker resolutions.
    • Improved agent experience through streamlined information access and documentation processes.
    • Better continuity in customer interactions, fostering enhanced satisfaction and service quality.

    With the Now Assist for HR Service Delivery (HRSD) application, your agents can summarize the customer chat conversations and case details to get the context of the case, generate the case resolution notes, and wrap up cases faster.

    Now Assist for HR Service Delivery (HRSD) Overview

    The following generative AI capabilities are available for an agent:

    • A case summary provides an agent with a concise summary of a case. It ​enables an agent to get the context by gathering information about an issue and taking actions more quickly​. It ​also enables an agent to refresh and post the summary to the work notes.
    • The case resolution notes can help an agent to wrap up cases faster and provide the context about the case resolution to the other agents who might encounter similar cases.
    • An interaction chat history provides the context about the chat conversation between the agents and requesters at different points of the handoff, such as when the Virtual Agent conversation chat history is handed off to a live agent.
    The following generative AI capabilities are available for employees or administrators:
    • Get direct and actionable responses on customer-specific content by using generative AI in search.
    • Enhance self-service by using the new Now LLM Service powered Virtual Agent experience with a simplified set-up experience.

    Now Assist for HR Service Delivery (HRSD) Skills

    The Now Assist for HRSD application includes the generative AI skills and features that enable your agents to understand the chat and case context so that they can propose resolutions to the requester more quickly.
    Chat summarization
    Provides an agent with a chat summary of all points of the handoff, including the Virtual Agent conversation and the live agent conversation:
    • Quick action summary: Provides a concise summary of the interactions with the quick actions that the agent took.
    • Virtual Agent handoff summary: Summarizes the chat when Virtual Agent hands off the chat to a live agent​.
    • Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
    • Chat wrap up summary: Accelerates the wrap-up time by populating the full chat summary when a conversation ends.
    • Chat wrap up short description: Accelerates the wrap-up time by populating the short description that summarizes the requester issues when the conversation ends​.

    For information on activating the chat summarization skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management, see Summarize a chat conversation by using Now Assist for HR Service Delivery (HRSD).

    The following example shows an AI-generated chat summary.
    Figure 1. AI-generated chat summary
    AI-generated chat summary that is shown to the agent in Workspace. For the text description of the workflow, refer to the following list.
    • 1: The agent accepts the chat with the requester and gets any additional details.
    • 2: The agent provides the details and ends the conversation.
    • 3: The chat summarization skill automatically updates the short description in the Short description field.
    • 4: The chat summarization skill automatically updates the chat summary in the Chat Summary field.
    Case summarization
    Provides an agent with a concise summary of a case, including the issue, actions that were taken, and resolution information, depending on the state of the case. An agent can view a case summary to understand the case context, refresh the summary, and post the summary to the case work notes.

    For information on activating the case summarization skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management or Core UI, see Summarize a case by using Now Assist for HR Service Delivery (HRSD).

    The following example shows an AI-generated case summary.

    Figure 2. AI-generated case summary on Agent Workspace for HR Case Management
    HR case summary that is generated by Now Assist in the Workspace.
    Resolution notes generation
    Automatically generates the resolution notes for an agent when the state of a case is changed to Closed Complete. An agent can accept the AI-generated notes or edit the notes before saving it to the case.

    For information on activating the resolution notes skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management, see Generate the resolution notes for a case by using the Now Assist for HR Service Delivery (HRSD).

    The following example shows the AI-generated resolution notes.

    Figure 3. AI-generated resolution notes
    Add resolution notes dialog box with generated resolution notes that read "Provided link to Career Level Guide for Solution Consulting."
    Knowledge generation

    Enables an agent to generate a knowledge article from a case after proposing a resolution or closing the case.

    The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft.

    Figure 4. Knowledge article generation pop-up window
    AI-generated draft article that is based on the case details, which an agent can review and edit before publishing.

    Now Assist panel in the Agent Workspace for HR Case Management

    The Now Assist panel provides agents with a conversational interface that they can use to request the chat and case summaries on demand.

    For more information about the Now Assist panel, see Use the Now Assist panel in Agent Workspace for HR Case Management. Now Assist panel menu in Workspace.