Using agentic workflows in Now Assist for HRSD

  • Release version: Zurich
  • Updated July 31, 2025
  • 5 minutes to read
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    Summary of Using agentic workflows in Now Assist for HRSD

    Now Assist for HR Service Delivery (HRSD) leverages AI-powered agentic workflows to autonomously complete various HR tasks, enhancing efficiency and accuracy while keeping human agents involved when necessary. These workflows use specialized AI agents designed for specific HR processes such as tuition reimbursement, case routing, interview scheduling, onboarding, and offboarding knowledge transfer.

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    Available Agentic Workflows and Their Use Cases

    • Tuition Requests: AI agents manage pre-approval and post-course reimbursement requests by coordinating approvals and closing cases while keeping human agents informed.
    • Case Prediction and Transfer: AI agents analyze HR cases to predict the appropriate service and route them accordingly, optimizing case handling.
    • Noncritical Case Resolution: Automatically responds to noncritical HR inquiries, reserving human intervention for critical cases identified by AI.
    • Critical Case Resolution: Provides HR agents with tailored fulfillment plans based on similar past cases and relevant knowledge base articles to speed up resolution.
    • Interview Scheduling and Job Requisition: AI agents streamline interview scheduling and assist hiring managers in creating accurate job requisitions.
    • Onboarding Ramp-Up Plans: Generates personalized onboarding plans for new hires, including learning paths and team introductions to accelerate productivity.
    • Offboarding Knowledge Transfer: Automates capturing and organizing departing employees’ knowledge for review and approval before sharing with successors.

    Key AI Agents for HR Service Delivery

    Numerous AI agents support various HR functions through integration calls and data retrieval, including:

    • Worker profile retrieval
    • Holiday calendar and time-off requests
    • Total rewards and benefits enrollment information
    • Employee personal details updates
    • Expense management and paycheck retrieval
    • HR case prediction, transfer, criticality detection, and planning
    • Knowledge search and notification
    • Next action recommendations based on case analysis

    Implementation and Activation

    All agentic workflows and AI agents are read-only by default. To enable autonomous operation:

    • Duplicate the desired agentic workflow
    • Activate the duplicated workflow and all included AI agents
    • Activate the trigger for automatic invocation, or opt for manual invocation without activating the trigger

    For detailed steps, customers should refer to documentation on duplicating workflows, activating templates, modifying AI agents, and applying access control.

    Additional Notes

    • Some Now Assist skills, agents, and workflows come enabled by default.
    • AI agents not currently used in workflows may still be installed; customers can explore available agents in their instance or the AI Agent Marketplace in the ServiceNow Store.

    Use the HR Service Delivery AI agent collection to complete tasks autonomously.

    Table 1. Available agentic workflows for HR Service Delivery AI Agent Collection
    Agentic workflow name Description Available AI agents
    Help resolve tuition requests AI agents resolve tuition reimbursement pre-approval requests by connecting to various parties (for example, the manager for approval) and resolving the case, while keeping the human agent in the loop.
    • Tuition reimbursement policy based HR case evaluation AI agent
    • Tuition reimbursement case closure AI agent
    • Tuition reimbursement preapproval task generation AI agent
    Help resolve tuition reimbursement requests AI agents resolve tuition reimbursement requests that were already pre-approved and the employee completed the course.
    • Tuition reimbursement request evaluator AI agent
    • Tuition reimbursement request closure AI agent
    Predict service and transfer HR cases Analyze an HR case and automatically route it to the most appropriate HR service.
    • Record field value prediction AI agent
    • HR Case Transfer AI Agent
    Resolve noncritical HR cases Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked critical.
    • HR search and notify AI agent
    • HR criticality detection AI agent
    Resolve critical HR cases Resolve critical HR requests efficiently with the Resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.
    • HR Case Planner AI Agent
    • Next action recommended AI agent
    Schedule interviews AI agents collect necessary inputs from the recruiters or recruitment coordinators and schedule interviews seamlessly from the Now Assist panel. Interview schedule AI agent
    Create job requisition AI agents assist hiring managers in creating requisitions more efficiently and accurately on the first attempt by providing the necessary guidance through the agentic workflow. Job requisition creation AI agent
    Generate onboarding ramp-up plan agentic workflow Accelerate onboarding with the Generate onboarding ramp-up plan workflow, which creates personalized and team-specific plans for every new hire. Powered by AI agents, it tailors learning paths, team tasks, and 1:1 introductions to help employees ramp up faster, build stronger connections, and reach productivity sooner.
    • Ramp up plan generation AI agent
    • Ramp up plan gather inputs AI agent
    • Ramp up plan reviewer AI agent
    Offboarding knowledge transfer plan generation agentic workflow Automate the knowledge transfer process during employee offboarding with the Offboarding knowledge transfer plan generation agentic workflow. Powered by AI agents, it discovers documents authored by the departing employee, organizes them into categories, and generates a structured knowledge transfer summary. The departing employee can review and approve the summary before sharing it with the manager and successors.
    • Offboarding knowledge transfer gather inputs AI agent
    • Knowledge transfer reviewer AI agent
    Table 2. Available HCM AI agents for HR Service Delivery AI agent collection
    Available AI Agent Description
    Worker profile retriever AI agent Calls an integration subflow to assist the employee in finding out details about a colleague. The details could include the department, job, email, or phone number that is based on the employee's request by name.
    Employee holiday calendar retrieval AI agent Retrieves the holiday information for the specified year.
    Time off requester AI agent Calls an integration to assist in leave-related requests:
    • Request time off
    • Get my time off balance
    Employee total rewards information AI agent Retrieves the total rewards details of an employee.
    Benefits enrollment retriever AI agent Calls an integration subflow to get the benefits information that an employee has signed up for.
    Employee details updater AI agent Calls an integration to assist in personal details related requests:
    • Update email address
    • Update address
    • Update phone number
    • Update blood type
    • Update date of birth
    HCM feedback retriever AI agent Calls an integration subflow to assist the employee in getting the feedback that they have received in HCM from their managers.
    Expense manager AI agent Fetches expense details to create and submit and expense report.
    View paychecks AI agent Retrieves paycheck information for the selected period.
    Record field value prediction AI agent Predicts the HR service of an incoming case. It can also provide a summary and justification of prediction.
    HR Case Transfer AI Agent Automatically transfers the case to the predicted service.
    HR search and notify AI agent Performs search to find relevant HR knowledge articles and catalog items related to the given query and raise notification if relevant information is found.
    HR criticality detection AI agent Performs criticality detection on an HR case and acts based on the criticality level.
    HR Case Planner AI Agent Creates an ordered step-wise fulfillment/execution plan for an HR case based on specific COE or HR service.
    Next action recommended AI agent Identifies the optimal steps for resolving tasks by referencing similar case details, reviewing relevant knowledge articles and web search results. It summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan. Implements the feedback flow only when asked for it.
    Important:
    All agentic workflow and AI agent records are read-only by default.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then do the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn't necessary.
    For more information about duplicating an agentic workflow, implementing access control lists and activating the required components, see the following topics:
    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.