Help manage workplace reservations agentic workflow

  • Release version: Xanadu
  • Updated April 6, 2025
  • 3 minutes to read
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    Summary of Help manage workplace reservations agentic workflow

    The Help manage workplace reservations agentic workflow is designed to assist Workplace Event Planners in rescheduling planned workplace reservations efficiently. Leveraging AI agents, this workflow automates the retrieval, analysis, and updating of reservation details such as date, time, duration, and location. It enhances the management of change event requests related to workplace reservations by providing an interactive and autonomous support experience.

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    Key Features

    • Automated Reservation Updates: AI agents retrieve reservation details from change event reservation cases and update the reservation with new date, time, and duration.
    • Location Management: If the original location is unavailable for the new reservation time, AI agents suggest alternative locations, provide links for manual selection, or move the reservation to a new location upon planner confirmation.
    • Conversational Interface: Event planners interact with AI agents via the Now Assist panel, responding to queries and confirming changes through a user-friendly conversational interface.
    • Activity Logging: All actions taken by AI agents are documented in the change event request case work notes, allowing planners to review updates and maintain transparency.
    • Trigger and Notification System: The workflow is triggered automatically when a change event request is submitted and assigned to Workplace Event planners, with notifications sent through the Now Assist panel to keep planners informed in real time.
    • AI Agents Involved: Key AI agents include Reservation Updating AI Agent, Case Retriever, Reservation Analyzing AI Agent, and Workplace Case Notes Updater, each fulfilling specific roles in case retrieval, analysis, updating, and documentation.

    Practical Use

    ServiceNow customers can access this workflow by navigating to All > AI Agent Studio > Overview > Help manage workplace reservations. The workflow streamlines managing reservation change requests, particularly for emergency meeting rooms or event planning services, reducing manual effort and improving responsiveness.

    Planners must have the nowassistpanelrole to receive notifications and interact with AI agents via the Now Assist panel. The conversational interface facilitates quick decisions on location changes and reservation details, enhancing operational efficiency.

    Key Outcomes

    • Faster and more accurate updates of workplace reservations, reducing planning delays.
    • Improved communication and confirmation process through AI-driven conversational notifications.
    • Enhanced visibility into reservation changes with detailed case notes and activity logs.
    • Greater flexibility in handling location availability by suggesting alternatives and enabling manual overrides.

    AI agentic workflow Help manage workplace reservations enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information and updates an existing planned reservation with a new date, time, and duration.

    AI agents retrieve the reservation from the change event reservation case details. AI agents analyze an existing reservation before updating it with a new date and time. If the old location is not available while updating an existing reservation, AI agents update and move the reservation to a new location. For more information, see Submit a change event request for a reservation.

    A change event request is submitted for updating an existing reservation by a workplace user. A workplace case is created with a new workplace service. The workplace case is assigned to a user in the Workplace Event planners assignment group.

    The team of AI agents autonomously perform the following:
    • Retrieve the change event request workplace case details when it assigned to a Workplace Event planner.
    • Analyze the reservation retrieved from the previous step. If the old location is available while updating a reservation's date, time, and duration, AI agents update the reservation. If the old location is not available for reservation, AI agents move the reservation to a new location while updating the reservation date, time, and duration.
    • Send notification to Workplace Event planners using the Now Assist panel conversational interface.

      Workplace Event planners can respond to AI agents queries using the conversational interface of the Now Assist panel. AI agents take confirmation from Workplace planners before updating a reservation to another location if the old location is not available. It shows 3 workplace locations. You can select the location or ask the AI agents to show more locations. AI agent provide a link for you to click and navigate to the reservation page to manually select a location of your choice.

      For more information, see Review notifications in the Now Assist panel.
    • Update the change event request case work notes with all the actions taken. Workplace Event planners can review the activity log to see the actions taken by AI agents to update a planned reservation event.

      For more information, see View change event reservation case details.

    For more information, see View change event reservation case details.

    Help manage workplace reservations

    To access the Help manage workflow reservations:
    1. Navigate to All > AI Agent Studio > Overview > Help manage workplace reservations..

      The Describe and Connect workflow is displayed. For more information, see AI agents used in the Help manage workplace reservations.

    2. Select Define Trigger to review the trigger factor (Emergency Meeting rooms) for this agentic workflow. For more information, see Triggers for Help manage workplace reservations
    3. The Select Display option enables the Now Assist panel. For more information, see Select display.

    AI agents used in the Help manage workplace reservations

    The Connect AI agents section in the Describe and Connect workflow displays the AI Agents that are working on the Help manage workplace reservations workflow.

    The following agents are used in the Manage temporary space closures workflow:

    Table 1. Connect AI agents
    AI agent Name Description AI agent tools and resourcesR
    Reservation updating AI agent Reservation updating AI agent Update the reservation.
    Case Retriever Case Retriever Get details of change event case details.
    Reservation analyzing AI agent Reservation analyzing AI agent Get edit link of reservation and alternate space recommendations.
    Workplace case notes updater Workplace case notes updater. Workplace case notes updated for a workplace case created for a change event request.

    Triggers for Help manage workplace reservations

    In the Define trigger workflow, the agentic workflow begins executing when the trigger meets the following conditions:
    Table 2. Existing Triggers
    Field Description
    Name Reservation date change
    Trigger Created or updated

    A Change Event request is submitted and a workplace case is created. When the workplace case is assigned to Workplace Event planners, AI agenticHelp manage workplace reservations workflow is triggered.
    Table Workplace Case [sn_wsd_case_workplace_case]
    Conditions [Assigned to] [is not empty][Workplace service] is [Event Planning]
    Run as assigned_to
    Channel Now Assist panel
    Status Active
    Note:
    When the status is Active, the AI agent is triggered autonomously.

    Select display

    In the Select display workflow, select Display to display the Now Assist panel. Workplace users with the now_assist_panel_role receive notifications for the triggered case. When the Now Assist panel option is enabled, the AI agent output or notifications are displayed in the Now Assist panel.

    Note:
    To view the output from a triggered use case, you should have the now_assist_panel_role.

    Select this option to receive and review notifications by AI agents in the Now Assist panel. AI agents notify Event planners in the Now Assist panel with the case resolution and summarization notes. For more information, see Review notifications in the Now Assist panel.