Resolve HR Case using Agentic AI Overview
The Resolve HR Cases flow using Agentic AI is ServiceNow’s solution for automating and streamlining HR case fulfillment. Originally launched in May 2025, store focused on Resolve Non-Critical HR Case was then enhanced in September 2025, store release to account for critical cases by empowering human agents working on Critical cases with a generated resolution plan. This workflow has evolved through several releases, expanding its capabilities and now from December 2025 store release offers a modular approach that addresses the end-to-end flow of HR case resolution needs.
Evolution of the Workflow
Initial Version (May 2025 Store release):
Resolve Non-Critical HR Case: Focused on automating responses to routine, low-risk employee inquiries using AI agents. The goal was to minimize manual intervention, speed up resolution, and improve employee satisfaction.
Enhanced Version (September 2025 Store release)
Resolve HR Case: Expanded the workflow to handle a broader range of HR cases, which are complex and critical in nature by empowering human agents for case fulfillment. The goal was to maximize Agent productivity and faster resolution.
Latest Release (December 2025 Store Release):
Three Modular Agentic Workflows Split up from previous Resolve HR Cases: The flow is now split into three specialized Agentic workflows, each targeting a specific stage or type of HR case resolution. The three workflows together ensure that the case is placed in the correct HR service, once identified as noncritical is resolved through the Automation, if deemed critical would be fulfilled by human agent with assistance from the Agentic workflow.
Using these three flows, the end-to-end HR case fulfillment could look like the flow below.
The Three Agentic Workflows
-
Predict Service and Transfer HR Cases
Purpose:
Automates the initial triage and routing of all incoming HR requests to the right HR service.
How it works:
AI agents analyze the case details to predict the correct HR service for each request. Cases are automatically transferred to the correct HR service. Existing Assignment and matching rules handle the final step of routing within HR groups. This helps in fully automating Tier 0 routing, freeing up HR teams for higher-value work. This also ensures cases reach the right destination quickly, improving time to resolution.
- Resolve Non-Critical HR Cases
Purpose:
Delivers instant, automated responses to routine, non-critical employee inquiries.
How it works:
AI agents detect case criticality and classify requests as non-critical or critical.
For non-critical cases, the workflow retrieves relevant knowledge articles and catalog items, synthesizes a response, and communicates it to the employee via email and Now Assist Virtual Agent (if configured). VIP requests and those requiring human support are flagged as critical.
This reduces manual effort for HR agents, accelerates resolution for common inquiries, and improves employee satisfaction through fast, accurate responses.
-
Resolve Critical HR Cases
Purpose:
Assists human HR agents in resolving complex, critical, or Tier 1 cases.
How it works:
AI agents generate a step-by-step resolution plan, factoring in organizational policies, fulfillment instructions, FAQs, employee designation, and location. If no fulfillment instructions are available, the workflow leverages similar past cases to guide resolution. The Agentic workflow supports the human agent throughout the process, suggesting next actions, raising tasks, and updating work notes as needed. This boosts agent productivity by providing actionable guidance, reduces average fulfillment time for manual HR requests, and ensures compliance and consistency in case handling.
The following table outlines the agents integrated within the Agentic Workflow, along with their respective release dates. This overview provides a clear chronology of each agent’s introduction and demonstrates their specific roles within the HR service automation process.
|
Agentic Workflow |
AI Agent |
Short Description |
Date Released |
Latest changes (Dec 2025) |
|
Predict & Transfer AI Agent |
Record Field Value Predictor |
Predicts correct HR Service, Assignment group and Priority for the Critical Cases ` |
December 2025 |
Introduced in Dec 2025 |
|
HR Case Transfer AI Agent |
Transfers the case to correct HR Service for the Critical Cases |
December 2025 |
Introduced in Dec 2025 |
|
|
Resolve Non-Critical HR Cases (Split in Dec2025 from Resolve HR Cases) |
HR criticality detection Agent |
Analyses the description, understands urgency, criticality, sensitivity to classify case as critical or non-critical |
May 2025
|
No changes in Dec 2025 |
|
HR search retrieval Agent |
Uses "RAG" & fetches relevant KBs / Catalogs related to the request |
May 2025 |
Merged into HR Search and Notify AI Agent |
|
|
HR Notification Agent |
Figures out channel to reach out to the employee & delivers response either Via Email/VA/Teams/SMS |
May 2025 |
Merged into HR Search and Notify AI Agent |
|
|
Resolve critical HR Cases (Split in Dec2025 from Resolve HR Cases) |
HR Case Planner AI Agent |
Use HR Service Fulfilment Instructions, Policies, FAQs and HR Knowledge Graph to draft a plan how to resolve case at hand. |
September 2025 |
No changes in Dec 2025 |
|
Next Best Action recommender Agent |
Use Similar past closed cases to come up with a resolution plan for the case, if fulfilment instructions are not found |
December 2025 |
Introduced in Dec 2025 |
These three Agentic flows together cover the full spectrum of HR cases that are configured for manual fulfillment. Here are some of the benefits of using these:
- Faster resolution: Automation of routine and routing tasks means employees get answers quickly, and HR teams can focus on complex cases.
- Improved Employee Experience: Employees receive timely, accurate responses, increasing satisfaction and engagement.
- Scalability: Modular workflows allow organizations to tailor the solution to their needs, scaling from simple inquiries to complex case management.
- Transparency & Control: Human agents remain in control of critical cases, with AI providing support and recommendations.
This completes the Overview Blog on how Agentic AI can be used to Resolve HR case with Out of the Box Workflows.
Please reference our ServiceNow Product documentation for additional information.
