The recent release of Now Assist for HR introduces a suite of powerful capabilities designed to drive employee and agent productivity. Let's dive into these exciting new features in the Xanadu Release!
LLM Based Proactive Prompts
Persona: Employees, Managers, HR Admins, ServiceNow Admins
Activation: Install the Proactive Prompts v3.2 and HR Service Delivery v6.0 plugins.
Image: LLM Powered Proactive Prompts
One of the standout features of this release is the introduction of AI-driven proactive prompts. These prompts are designed to engage employees at critical moments. Employees can take action based on these timely notifications, ultimately boosting productivity and engagement.
With the Xanadu release, there are 3 out of the box use cases that will be included:
- High PTO balance
- Pending approvals
- An approaching new hire start date.
Key things to configure with LLM Based Proactive Prompts:
Image: Getting started with the “Signal Configurations”
To configure the proactive prompts, start at the “Signal Configurations” page. Choosing “Show Pending Approvals” as an example, you would need to provide inputs to the following fields:
- Conditions that determine whether the prompt should go to the employee or not
- Priority
- Channels and actions
- Receiving user
- Schedule.
Image: Adding a data source and conditions
By clicking on the data source record, you can add the conditions that would determine whether a prompt should be generated and sent to the employee.
Image: Channels and actions; VA Designer that shows the VA Topic
Aside from the data source, another thing to note is the channels and actions. Determine where you want the prompts to appear, whether it’s the portal or Virtual Agent. You can see that the prompt can now be mapped to LLM based Virtual Agent. For admins, this VA conversation can be found in the Virtual Agent Designer. For employees, they can see the prompts in their Now Assist for Virtual Agent window.
Image: Running the schedule to generate a proactive prompt
Lastly, to generate the prompt, determine the schedule and when it should run. Once that is determined, click on “Execute Now”.
Microsoft Copilot Integration
Persona: Employees, HR Admins, ServiceNow Admins
Activation:
- Conversational integration with Microsoft Teams store app
- Microsoft 365 + Copilot license
- Now Assist for Virtual Agent and Now Assist for Search
Image: Copilot Integration
Meeting employees in their flow of work is essential for a seamless experience. The integration with Microsoft Copilot allows employees to receive answers and support directly through Copilot and Now Assist.
Employees can search for ServiceNow KBs and catalog items, as well as submit requests, from Copilot. This integration ensures that employees have access to the information and assistance they need without disrupting their workflow. Employees will have a more complete tool set and a streamlined method for executing tasks without context switching.
For more information about how to configure the Copilot integration, check out this blog post!
LLM Topics for HRSD with Third Party Integrations – Workday
Persona: Employees, HR Admins, ServiceNow Admins
Activation: Install the Now Assist for HR Service Delivery v6.0 plugin, Enterprise Service Management Integrations framework, and Advanced Integration with Workday plugins.
Image: LLM Topics for HRSD with Third Party Integrations – Workday
Expanding integration capabilities with Human Capital Management (HCM) systems like Workday is another significant capability. This feature enables employees to complete actions in third-party systems through Virtual Agent (VA), enhancing self-service capabilities. Two out-of-the-box use cases include checking for PTO and requesting PTO, making it easier for employees to manage their time off.
Key things to configure with LLM Topics for HRSD with Third Party Integrations - Workday:
Image: Integration Framework Decision Table
With an alteration to the Decision table and a creation of sub-flows, it can ease the integration experience and allow your organization to connect to your HCM systems. After doing this, you can go the Virtual Agent Designer to configure your VA topic.
Agent Chat Reply Recommendation
Persona: HR agents
Activation: Install the Now Assist for HR Service Delivery v6.0 plugin. Activate the Chat Reply Recommendation skill on Now Assist Admin Console.
Image: Agent Chat Reply Recommendation
Driving agent productivity is another focus for this release. The new Agent Chat Reply Recommendation feature provides suggested responses based on the current chat transcript, similar historical chats, and knowledge bases.
When agents are engaging in live chat conversations, they can click on the “sparkle” icon and get a recommendation for a response. Agents can choose to elaborate or shorten their response, giving them flexibility on how they would like to respond. This capability ensures that agents can respond quickly and help improve the support experience for employees.
Key things to configure with Agent Chat Reply Recommendation:
Activate the “Chat Reply Recommendation” skill. Define the triggers, which will be activated by default to “user triggered”. This means that the agent will have to manually trigger the skill by clicking on the “sparkle” icon in the chat window. The last step is to determine where to display this skill. Out of the box, this will not be activated, so please toggle the display button.
Prompt Configurability
Persona: HR agents, HR Admins, ServiceNow Admins
Activation: Install the Now Assist for HR Service Delivery v6.0 plugin.
Image: Summarized case in HR Agent Workspace
Finally, the release introduces prompt configurability. Before prompt configurability, admins were not able to configure and edit the prompts to their organization’s needs. Now, admins can now select input tables, related records, and fields. They can select or de-select prompt headers, allowing for greater flexibility in how prompts are presented to agents. Note that for the Xanadu release, prompt configurability is only applicable to case summarization skills.
Key things to configure with Prompt Configurability:
Image: Edit or copy the case summarization skill
Make a copy of the case summarization skill.
Image: Choosing input data for the prompts
Admins can choose the input tables and fields for each input template. There are existing base table fields that are read only and cannot be changed. You can add additional fields after these read only fields. Input templates are based on states of the case. Depending on certain states of cases, you can have certain fields or data be included in the summary or not have it included.
#2 - You can determine when the input template should be used by setting up some conditional rules. If the case is in a new state, then it’ll use the input data and fields from this template.
#3 - You can also choose to include additional fields or data sources like activity streams or related tables to provide more information to the LLM. You can edit the existing data sources or add a new one.
After you determine what kind of data inputs to include in the templates, you can now pick which headers we want to include in our summaries and which ones we don’t. In each input template, you’ll see that some headers are selected by default. You can choose to select or deselect the non-default headers.
Lastly, you can test the summary by choosing a record and see what the summary would look like.
This is it for the Xanadu release for Now Assist for HR. If you want to learn more about other exciting updates in HR Service Delivery for the Xanadu release, check out Scott Smith’s blog post for Employee Journey Management and Amritha Nayak’s blog post for Case and Knowledge Management!
