Today’s HR leaders are working to ensure they provide the right tools and solutions to their employees to build greater employee productivity and engagement while reducing the time and cost associated with providing employee service. In ServiceNow's Q2 Release, customers will find new features to help support just that.
This blog provides an overview of several of our top innovations and enhancements for HR Service Delivery in Q2. Learn how ServiceNow® HR Service Delivery continues to deliver employee experiences that support employee productivity and deliver on business needs.
For additional release details, information, and deep dive blogs check out our HR Service Delivery community forum.
HR Service Delivery
Employee Center Pro Kiosk
Introducing Employee Center Pro Kiosk. Empower your deskless workforce with a dedicated physical touchpoint tailored to their needs. Our touch-screen optimized kiosk experience ensures access for employees to submit requests, access shift schedules, and manage time off directly from their work environment. With simplified navigation designed for mobile use, workers can effortlessly stay on top of their schedules and time-off requests wherever their job takes them.
Additionally, safety incident reporting is streamlined with Employee Center Pro Kiosk on the work floor. This intuitive system makes it easier than ever for employees to report incidents promptly, ensuring a safer work environment for all.
Integrated Service and Experience Feedback
Our next solution is Integrated Service and Experience Feedback. This allows for feedback to be gathered in a timely manner using surveys directly embedded within service pages, pop-ups, and actionable emails, ensuring a streamlined user experience. You can now collect more insightful feedback by asking survey questions in different formats and at various touchpoints throughout the user journey. This versatility allows you to capture more nuanced insights that are otherwise missed. With this kind of targeted collection, valuable insights are ensured to be gathered precisely when and where they matter most.
HRSD Agent Workspace enhancements
Streamline case management with HRSD Agent Workspace enhancements, tailored to HR administrators' needs. With these enhancements, your team will be able to gain efficiency through the ability to create cases in bulk, minimizing manual effort and accelerating workflow efficiency.
Make sure your data integrity remains intact and prevent accidental alterations with read-only access to HR Agent Workspace. This safeguard helps maintain the accuracy of critical information while empowering agents to access necessary resources without the risk of unintended modifications.
These enhancements also improve case and knowledge sharing with the capability to report knowledge base gaps. By identifying areas where information is lacking, you can proactively address knowledge deficits, improve case deflection rates, and optimize support processes.
Now Assist for HR
Knowledge Article Generation
First up for Now Assist for HR is Knowledge Article Generation. With AI-powered Knowledge Article Generation for the Now Platform®, you can automatically generate comprehensive article drafts directly from incident or case records, saving valuable time and effort. This improves agent productivity by minimizing repetitive tasks and reducing the burden of manual article creation, providing superior support experiences for both agents and end users alike.
Virtual Agent topic migration
Next up is Virtual Agent topic migration for easy transitions from NLU to LLM topics in Virtual Agent Designer. Unlock the potential of generative AI within your existing Virtual Agent topics, enhancing their functionality and effectiveness. Improve user interactions with dynamic, AI-powered experiences that adapt to user needs in real-time. By integrating generative AI into your Virtual Agent topics, you can deliver personalized and contextually relevant self-service experiences. With always-on self-service for end users, you can provide immediate access to support and information whenever they need it. Virtual Agent topic migration ensures seamless continuity of service, empowering users to resolve inquiries and access resources at any time, day or night.
Sensitivity Detection
Safeguard your generative AI (GenAI) interactions by managing conversations with our Sensitivity Detection feature. Guarantee the appropriate handling of delicate subjects by seamlessly redirecting to a live agent when necessary, preserving user trust and confidentiality. Support your employees effectively by deploying an LLM specifically trained to flag employee relations matters. This specialized approach ensures that sensitive inquiries receive the attention they deserve from human support personnel, while protecting personal information. With the flexibility to adjust settings and toggle topics on or off based on customer requirements, you can create a safe and supportive environment for all users.
GenAI for Talent Development
Amidst the challenge of ensuring that growth and development opportunities aren't overlooked due to accessibility issues, GenAI for Talent Development offers a solution by empowering employees and managers with seamless access to development resources.
By delivering personalized responses and guidance within Virtual Agent, employees can easily navigate their development journey without the barrier of complexity. Additionally, managers gain the ability to leverage GenAI to find tailored support for their team members' growth needs, fostering a culture of continuous improvement.
Employee Growth and Development
AI Search for Opportunity Marketplace
Introducing AI Search for a new and improved Opportunity Marketplace experience. Organizations are challenged to ensure that both employees and opportunity owners can effortlessly access relevant opportunities tailored to their specific needs. Addressing this challenge head-on, AI empowers users with more sophisticated and personalized search results.
With AI-enhanced keyword searches, employees can now discover opportunities more effectively, even without precise search terms. This advanced search functionality reduces frustration and streamlines the process of finding relevant opportunities, ultimately driving greater engagement and participation. By unifying the search experience across the ServiceNow® platform, users can access internal job listings on the Opportunity Marketplace directly via global search, enhancing accessibility of opportunities within the organization.
Goals for Employee Growth and Development
In the quest to foster individual growth, it's imperative that employee goals seamlessly intertwine with growth discussions. With Goals for Employee Growth and Development, employees receive personalized guidance on actionable steps aligned with their goals, all within the flow of daily work. This actionable guidance is tailored to each employee's objectives to ensure that growth discussions are not just theoretical but translate into tangible steps forward, fostering continuous development.
Additionally, through platform integration frameworks, users can effortlessly access information from HCM systems, enriching growth discussions with comprehensive data insights. By centralizing goal visibility and providing actionable guidance, Goals for Employee Growth and Development transforms growth conversations into catalysts for personal and professional advancement.
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