Using AI workers

AI workers are autonomous, hierarchical AI agents designed to serve as team members who can accomplish complex tasks. Onboard AI workers to your team to use AI for role-based automation.

Overview of your AI workforce

AI workers function as auxiliary members of your team that you can assign work to, like task classification and triage, investigating issues based on related tasks, and communicating updates to users. Depending on the tasks you configure for your AI worker, you can enable them to act on records directly to change field values, review similar tasks, and/or write and post comments and work notes.

• Onboard an AI worker

  Activate an AI worker and assign it to your team. You can activate AI workers directly as they come from Now Assist applications, or you can customize the profiles and tasks of your AI workers to suit your specific needs. To learn more about configuring individual AI workers, see Configuring AI workers.

• View AI worker performance

  Once an AI worker has completed work, you can monitor analytics about their effectiveness, efficiency, and customer satisfaction.

• View AI worker activity

  You can review all the records that your AI worker has worked on, enabling you to check the specifics of different instances of work performed.

• Deactivate an AI worker

  If you want to retire an AI worker from your team, you can either remove your assignment group from the AI worker or completely deactivate the AI worker.