Using agentic workflows in Now Assist for HRSD

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

    The HR Service Delivery (HRSD) AI agent collection enables organizations to automate various HR tasks using agentic workflows. These workflows enhance efficiency by allowing AI agents to manage and resolve HR cases autonomously while keeping human agents informed as necessary.

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    Key Features

    • Tuition Requests Management: AI agents handle tuition reimbursement requests and approvals, ensuring timely resolutions.
    • Case Routing: The system analyzes HR cases and routes them to the most suitable HR services based on urgency.
    • Noncritical Case Resolution: Noncritical inquiries are handled automatically, with human intervention reserved for critical cases.
    • Interview Scheduling: AI agents assist in gathering information and scheduling interviews directly from the Now Assist panel.
    • Onboarding Acceleration: Personalized ramp-up plans for new hires are generated to facilitate quicker integration and productivity.
    • Comprehensive HCM Support: Various agents assist employees with profile retrieval, time-off requests, benefits information, and feedback retrieval.

    Key Outcomes

    By implementing agentic workflows, ServiceNow customers can expect improved efficiency in HR service delivery, faster case resolution, and enhanced employee experience through streamlined processes. To utilize these functionalities, users must duplicate and activate agentic workflows and their components. For further assistance, customers can explore available AI agents and marketplace options for additional integrations.

    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
    Help Plan Growth Conversations AI agents work together to help managers select a reportee, create and retrieve upcoming conversations, generate employee data summaries with talking points from talent development activities, and recommend resources and learning courses for effective preparation.
    • Conversation management AI agent
    • Employee data summarization AI agent
    • Manager resource recommendation 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
    Table 2. Available HCM 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.
    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.