Exploring Now Assist for HR Service Delivery (HRSD)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 6 minutes to read
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    Summary of Exploring Now Assist for HR Service Delivery (HRSD)

    Now Assist for HR Service Delivery (HRSD) enhances HR service agents' efficiency by leveraging generative AI to summarize chat conversations and case details. This capability provides agents with critical context, enabling faster case resolution and streamlined wrap-up processes. It also supports employees and administrators with AI-powered search and self-service options through Virtual Agent enhancements.

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    Key Features

    • Case Summarization: Generates concise summaries that include issue context, actions taken, SLA details, attachments, and resolution, helping agents quickly understand and manage cases. Summaries can be refreshed and posted to work notes.
    • Chat Summarization: Offers summaries throughout chat handoffs—Virtual Agent to live agent, live agent to live agent—and at conversation closure, including quick action summaries and short descriptions to accelerate wrap-up times.
    • Resolution Notes Generation: Automatically creates resolution notes when cases are closed, which agents can review and edit before saving, ensuring consistent and accurate case closure documentation.
    • Knowledge Generation: Enables agents to create knowledge articles directly from cases after resolution, facilitating knowledge sharing and reuse.
    • Sensitivity Detection and Redirection: Includes out-of-the-box filters to detect sensitive topics such as workplace safety or compensation. Conversations flagged can be redirected to live agents or case creation, with options for employees to proceed if flagged incorrectly.
    • Now Assist Panel in Agent Workspace: Provides a conversational interface allowing agents to request chat and case summaries on demand, improving usability within the HR Case Management workspace.
    • Now Assist AI Helper – Galileo Inside: Integrates access to HR articles and industry research from the Galileo library by The Josh Bersin Company, delivering real-time, relevant content through Retrieval-Augmented Generation (RAG). Configured once, it ensures continuous updates to support accurate and domain-specific information delivery.
    • AI Model Providers and Configuration: Supports multiple AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Administrators can manage model options and skill preferences using AI Control Tower and the Now Assist Admin console.

    Practical Benefits for ServiceNow Customers

    • Accelerate case handling and resolution with AI-generated summaries and notes, reducing agent workload and improving response times.
    • Enhance self-service capabilities and streamline chat transitions between Virtual Agent and live agents, ensuring seamless employee experience.
    • Maintain compliance and sensitivity standards by automatically detecting sensitive topics and directing employees to appropriate handling channels.
    • Promote organizational knowledge sharing by easily generating and publishing knowledge articles from resolved cases.
    • Leverage integrated HR-specific research and best practices to support informed decision-making and employee inquiries.

    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.

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    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 chat summarization and chat reply recommendation skills in the Now Assist Admin console. 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, SLA, attachment summary 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 case or incident summarization in the Now Assist Admin console. For information on how to use the skill on Agent Workspace for HR Case Management or Core UI, see Summarize an HR case using Now Assist for 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 resolution notes using Now Assist for 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.

    Redirection for sensitive topics

    Certain subjects, such as workplace safety or employee compensation, might not be suited for generative AI conversations. Now Assist for HR Service Delivery (HRSD) includes out-of-the-box filters to detect sensitive topics.

    The admin activates the filters or creates custom filters to enable the Virtual agent to detect if these kinds of subjects are included in the conversation and offer the following redirection options:
    Live agent
    The employee is redirected to the relevant chat queue to connect with a live agent.
    Case
    The employee can open a case, which is assigned to the respective HR service.
    Proceed, this is not sensitive
    In situations where the LLM incorrectly identifies a phrase as a sensitive topic, employees can opt to continue the interaction with the Virtual Agent.

    Options for detected sensitive topics

    For more information on the out-of-the-box filters and how they are mapped to chat queues and HR case services, see Sensitivity detection filters mapping.

    For information on setting up sensitivity detection, see Configure sensitivity detection.

    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.

    Now Assist AI Helper – Galileo Inside

    Enable users to access HR articles and industry research from Galileo by The Josh Bersin Company in the Now Assist panel or Now Assist Virtual Agent.

    HR professionals, managers, and employees can submit queries on topics including company-specific policies or industry-wide best practices. Now Assist AI Helper – Galileo Inside generates responses based on the KB articles on the customer instance, as well as articles and documents in the Galileo library.

    Galileo Inside responses contain in-text citations and source URLs

    Galileo Inside uses Retrieval-Augmented Generation (RAG) to generate responses to user queries based on relevant articles and research, delivering accurate domain-specific information in real time.

    A one-time configuration provides continuous access to the Galileo library with monthly updates to ensure users have the latest information. For more information, see Configure Now Assist AI Helper – Galileo Inside.