---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Issue Auto Resolution for HR

# Issue Auto Resolution for HR {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

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.

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Aviso:  
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/faCxtdDfosq7YtW69csAsQ "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/DlWcJ3HbPPfdimGyj8apXw "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/bD603y2_H60IGIL147yMqw "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/Zk8jz80iCfbb45HCotF3YA "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 .") |
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