Issue Auto Resolution (IAR) for HR - Implementation Guide

[Michael Zizovsk]

This article provides the below link to the detailed implementation guide of Issue Auto-Resolution for HR on the ServiceNow platform:

• Issue Auto-Resolution for HR (Note: site login required for access)

The Issue Auto Resolution for HR application uses artificial intelligence (AI) to provide near real-time responses to your employee's routine inquiries. By using the Issue Auto Resolution for HR application, your employees can ask for help through the request channels. They can then receive resolutions for their requests through the response channels. The Issue Auto Resolution application also identifies the cases that are critical or sensitive and brings them to an agent's attention for timely assistance.

The key benefits of using the Issue Auto Resolution application are:

• Auto-resolutions to your employee's questions.
• Omni-channel or multichannel experience so that your employees have multiple channels to request and receive help.
• Cost savings through self-service because you don’t require as many agents to answer questions.
• Near real-time responses for your employees.
• Dashboard that your agents and managers can use to monitor the success metrics.

More Information on Issue Auto-Resolution for HR can be found here.

[Ravi Chandra_K]

This is very helpful for HRSD Michael!

I have question. do we have to install any plugin or enable anything in the system for this. As I can't find steps to enable this in the document.

Kind Regards,

Ravi Chandra.

[Michael Zizovsk]

@Ravi Chandra_K, IAR for HR does require the installation of the (sn_iar_hr) plugin from the plugins page. If you do not see the plugin on your companies plugin list, your companies licensing may not include it.

FYI:  AIML features on the ServiceNow platform are not supported on Personal Developer Instances.

[Noelinho1]

Good morning,

Is IAR available for other languages aside from English?

Thanks,

Noel

[Michael Zizovsk]

@Noelinho1 **Correction **

IAR HR:

Only supports English at this moment. However, more languages (similar to those mentioned below) are being explored by the engineering team.

IAR ITSM:

The machine learning model contains English, Spanish, French, German, Japanese, Dutch, Italian, and Portuguese. Users who want additional supported languages other than the default language of English, need to raise a NOW Support Case to have the com.glide.cs.auto_resolution.enable_multi_language_support system property installed and set to True.

More info here: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/conce...

[Noelinho1]

Thank you @Michael Zizovsk 

[Genna]

Is there a minimum number of records for IAR to produce predictions?