Using agentic workflows in Now Assist for HR Service Delivery (HRSD)

  • Release version: Xanadu
  • Updated March 7, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Using agentic workflows in Now Assist for HR Service Delivery (HRSD)

    Now Assist for HR Service Delivery (HRSD) offers agentic workflows that enable autonomous task completion using AI agents. These workflows streamline HR processes by automating tasks such as policy resolution, eligibility checks, and information retrieval, while keeping human agents informed and involved as needed.

    Show full answer Show less

    Key Features

    • Agentic Workflows for Tuition Reimbursement and Total Rewards: Automate the resolution of tuition reimbursement requests by coordinating with approvers and managing case closure details.
    • Human Capital Management (HCM) AI Agents: Provide employees with self-service capabilities like retrieving worker profiles, holiday calendars, total rewards information, benefits enrollment, and managing personal detail updates.
    • Integration-Enabled Agents: Many HCM agents use integration subflows to fetch or update data, ensuring real-time and accurate HR information access.
    • Autonomous Operation Setup: Agentic workflows and AI agents are read-only by default. To enable autonomous execution, you must duplicate the workflow, activate it and all included agents, and optionally activate the trigger for automatic invocation.

    Practical Use and Next Steps

    • Duplicate and activate desired agentic workflows to customize and enable autonomous HR task automation.
    • Decide between manual or automatic invocation by managing the workflow triggers.
    • Explore additional AI agents installed with Now Assist or available in the AI Agent Marketplace to expand HR automation capabilities.

    Benefits for ServiceNow Customers

    Implementing these agentic workflows in HRSD enhances operational efficiency by automating repetitive HR tasks, reducing manual workload, and improving employee service experience through timely and accurate information delivery. It also ensures that human agents remain informed and can intervene when necessary, maintaining control and oversight.

    Use the Now Assist for HR Service Delivery (HRSD) 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
    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.
    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.
    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.