As the business landscape continues to grow and evolve, an increased need arises for innovative solutions that can address the dynamic needs of modern organizations. In today’s fast-paced business environment, it is crucial that teams be able to face a mounting need for improvements in the greater employee experience. Elevating employees leads to greater business success and worker productivity. To address these constraints, ServiceNow HR Service Delivery delivered innovations in the Vancouver release to further optimize HR productivity and enhance the employee experience.
Now Assist for HR Service Delivery
HR agents allocate too much time and energy towards repetitive and routine tasks that come along with HR cases. So, to accelerate HR productivity, we delivered Now Assist for HRSD, a generative AI experience built on the Now Platform that enables HR agents to streamline their daily work by making it easier to summarize and review HR cases for faster incident resolutions.
Instead of allocating time towards researching a case topic, Now Assist enables HR agents to quickly access a concise summary of a case to efficiently determine the appropriate course of action. Along with this case summary, HR agents can also produce a list of action items and resolutions taken to date, allowing agents the ability to not only prioritize tasks, but also improve on future case approaches based on previous case resolution history.
Now Assist for HRSD also features Virtual Agent chat summarization that provides live agents with a summary of chat history from employee and Virtual Agent interactions. This makes it easier for HR to understand employee issues quicker and deliver resolutions faster with information at their fingertips.
Lastly, ServiceNow delivered generative AI capabilities that enable auto-generated resolution notes for HR cases when incidents are closed. This makes life easier for HR departments to document and review previous HR cases for future reference with a summary of the incident and the steps taken to resolve the issue.
Employee Center Pro Enhancements
Finding information can be time-consuming and taxing, especially for employees who may already be overwhelmed by the constant inflow of information. Employee Center Pro News Center offers a newly personalized employee news experience. This feature builds employee engagement by bringing the latest company news and updates right to employees with dedicated news feeds on the home page and topic pages. Organizations can keep employees engaged with all the latest company news and vital information through dedicated articles consolidated in a single place, keeping employees informed.
Combing through databases and sifting through hundreds of articles can deter employees from discovering the right information. In this release, ServiceNow delivered an AI-assisted global search that enables employees to find relevant news and microsites. It is designed to locate the most relevant rich content on a global scale and provide accurate information and comprehensive insights, giving them what they need, when they need it.
Additionally, new templates and drag-and-drop microsite layouts will make content management faster and easier than ever by supplying HR agents with a user-friendly interface for faster content iterations and improved efficiency.
Journey Designer Admin Console
Managing employee journeys can be complex and challenging for administrators. So, to help make life simpler, ServiceNow delivered Journey designer Admin Console to simplify journey configurations.
With an out-of-the-box landing page, Journey designer Admin Console offers administrators a dashboard from which they can easily begin journey enablement, receive guidance into the journey creation process, as well as utilize any other helpful resources and recommendations.
A step-by-step outline guides HR administrators on how to build effective employee journeys using Lifecycle Events and Journey Accelerator.
Additionally, features such as personalized messages, quick links, or Learning and Listening Posts can be recommended and attached to a user’s journey to enhance the employee experience. In its entirety, the Journey designer Admin Console works to build an intuitive, straightforward, and simple system from which HR teams can work strategically and productively.
ServiceNow continues to find ways to improve HR productivity for organizations. And with Now Assist for HRSD, along with other great innovations, we introduce an exciting milestone at ServiceNow as we aim to better support the needs of the modern workforce.
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