--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Issue Auto Resolution for HR # Issue Auto Resolution for HR {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Issue Auto Resolution for HR The Issue Auto Resolution for HR application leverages artificial intelligence (AI) to deliver near real-time responses to employees' routine HR inquiries. It supports multiple communication channels, allowing employees to request help and receive resolutions through their preferred methods. The application also identifies critical or sensitive cases and escalates them to HR agents for timely intervention. Show full answer Show less This solution is designed to improve employee experience, reduce HR workload, and enhance operational efficiency by automating routine case resolutions. ## Key Features * **AI-Powered Auto-Resolution:** Enables near real-time self-service for high-volume, non-critical HR cases while flagging critical cases for agent attention. * **Omni-Channel Experience:** Employees can submit inquiries and receive responses via multiple channels such as email, SMS, or Microsoft Teams, depending on their preference and work environment. * **Cost Savings:** Automates resolution of routine, low-value HR cases, significantly reducing the need for manual triage and agent involvement. * **Near Real-Time Responses:** Provides responses typically within 3 to 5 seconds, eliminating long wait times for employee inquiries. * **Monitoring Dashboard:** Offers administrators and managers a dashboard to track success metrics including auto-resolved case counts, cost reductions, and time savings. **Important Note:** This application currently supports only the English language and does not support integration with custom AI models. ## Practical Benefits for ServiceNow Customers * Enhances employee satisfaction by delivering quick and convenient HR support across various communication channels. * Reduces operational costs by automating routine HR inquiries and minimizing manual case handling. * Improves HR service efficiency by focusing agent attention on critical or sensitive cases. * Provides actionable insights and performance tracking through a user-friendly dashboard, enabling continuous improvement. The Issue Auto Resolution for HR application uses artificial intelligence (AI) to provide near real-time responses to your employee's routine inquiries. When your employees use the request and response channels, you can collect their feedback to improve the quality of the recommendations. 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. {#issue-auto-resolution-hr__ul_ocx_3v3_g5b} Warning: Issue Auto Resolution for HR is supported only in the English language and does not support bringing in your own model. ## HR case auto-resolution that is powered by AI {#issue-auto-resolution-hr__section_zfk_fdv_ktb} For high-volume, non-critical cases, the Issue Auto Resolution application gives near real-time self-service options through the response channels that the employee would like to engage with. The Issue Auto Resolution application can detect which cases are critical and bring them to your agents' attention, which ensures that the employee gets timely assistance. ## Omni-channel or multichannel experience {#issue-auto-resolution-hr__section_kpr_1dv_ktb} The omni-channel or multichannel experience enables employees to ask for help through the channel that is most convenient to them so that they can receive a near real-time response in their preferred channels. For example, a routine general inquiry that is received through an email can be auto-resolved through a short message/messaging service (SMS) for remote workers or Microsoft Teams for those employees who go into the office. Your employees decide how they want their responses. ## Cost savings for the organization {#issue-auto-resolution-hr__section_rvw_ldv_ktb} Nearly 50--80 percent of employee requests are submitted through an unstructured format because employees often prefer the easiest and fastest route to ask for help. Most of these requests are routine or non-critical. By using the Issue Auto Resolution application, you can automate the resolution of high-volume, low-value HR cases. This automation reduces the cost and effort of manually triaging and solving routine cases. ## Near real-time response {#issue-auto-resolution-hr__section_tgm_jdv_ktb} The Issue Auto Resolution application gives a near real-time response (often 3--5 seconds) for routine employee inquiries. Employees don't have to wait 3--5 days for an agent to get back to them to address their inquiries. ## Dashboard for monitoring your success metrics {#issue-auto-resolution-hr__section_lj5_zhn_dvb} The Issue Auto Resolution dashboard lets your administrators monitor your dashboard's success metrics. These metrics can provide you with the details of the auto-resolved cases, estimated costs, and time savings through Issue Auto Resolution. |-|-| | [Explore Learn how employees use the request channels and get help through their preferred response channels with Issue Auto Resolution.](https://www.servicenow.com/docs/_c29Pu_1gYPddgKMx9SAYw "Issue Auto Resolution for HR enables employees to use request channels and response channels for communication and collects feedback from them to improve the quality of the recommendations.") | [Use Process how HR cases and feedback are handled by Issue Auto Resolution.](https://www.servicenow.com/docs/_x9sVaRFHdiIhat2XtjeLQ "You can use the Issue Auto Resolution for HR application to quickly handle your organization's high-volume, low-value HR cases and reduce the burden on your agents so that they can focus on issues that need more experience or manual assistance.") | | [Platform Analytics Solution Monitor the success metrics of Issue Auto Resolution based on the application's case resolution performance.](https://www.servicenow.com/docs/DTKTZMVh1qt~TRt6psg9Ig "With the Issue Auto Resolution for HR dashboard, you can see a graphical representation of the Issue Auto Resolution application's case resolution performance. You can also monitor the success metrics for auto-resolved cases, estimated costs, and time saved by using the application.") | [Configure Learn about Issue Auto Resolution implementation.](https://www.servicenow.com/docs/gbrzvlw2HGwFJga3zxpsXQ "Setting up Issue Auto Resolution helps your organization to provide near real-time responses to your employee's routine inquiries. To view the settings for Issue Auto Resolution, navigate to All > Issue Auto Resolution > Settings .") | [ ] {#issue-auto-resolution-hr__table_iwv_lpv_klb}