Next steps to transform employee experiences with GenAI-powered Now Assist. NEXT STEP GUIDE PUT AI TO WORK TO DELIVER EXCEPTIONAL EMPLOYEE EXPERIENCES GenAI is a powerful productivity tool that can increase efficiency and delight employees AI has a rich history of practical use, but generative AI (GenAI) stole the limelight in the tech industry when tangible business cases emerged. For HR service delivery (HRSD), GenAI has become a powerful tool for boosting HR agent productivity and satisfaction by giving employees instant access to information and the ability to self-serve for common HR needs. HR leaders are in a competitive sprint to harness GenAI’s advantages. Implementing a GenAI solution that empowers your employees at every level to succeed, while increasing HR productivity and boosting your business, is an essential first step to winning that race. Use this guide to help navigate the next steps to successfully achieve business transformation with GenAI for HR service delivery. Next Step Guide | Put AI to work to deliver exceptional employee experiences | 2 Harnessing the transformative power of generative AI will require a balance of speed— first-mover advantage could be powerful—with thoughtful planning and careful risk mitigation.” KPMG, Generative AI: From buzz to business value, 2023 73% of business leaders believe GenAI will increase workforce productivity.1 42% of companies plan to use AI in human resources in the next two years.2 90% of enterprise leaders feel productivity gains generated by GenAI are likely to reduce employee stress and burnout.3 Unlock GenAI success with a people-first approach Your workforce drives innovation, growth, and success. Yet when your HRSD teams and your employees spend valuable time trying to navigate manual, disjointed, or confusing HR processes, it can get in the way of exceptional experiences. Maybe you’ve witnessed these familiar circumstances. • Employees often find themselves navigating a maze of HR systems, unsure where to seek guidance or answers. Combing through multiple HR portals and intranets is frustrating, plus inaccurate search results and lengthy, complex articles get in the way of fast resolution. • As employees grapple with information scattered across various systems, HRSD agents and business partners often face delays in tackling employee problems. Searching for case details and sifting through knowledge articles slow the process. Manual tasks such as writing reports and emails add to the complexity and time needed to bring issues to a close. • Many employees would like to develop their careers but don’t know how or where to begin. Also, leaders and managers often struggle to identify skills gaps within their teams, set up relevant learning and development opportunities, and enable fruitful career planning discussions. 1 KPMG, Generative AI: From buzz to business value, 2023 2 Frost & Sullivan, Put AI to Work for People, 2024 3 KPMG, KPMG GenAI Study: The path to sustainable returns, March 2024 Next Step Guide | Put AI to work to deliver exceptional employee experiences | 3 10% boost to customer case deflection rate. 62K staff hours saved per year from GenAI assistance. 56% positive sentiment about GenAI-produced case summaries. Expected outcomes* from deploying GenAI in HRSD *Based on internal results from the ServiceNow IT organization AI helps HR managers handle everything from onboarding and training to payroll and PTO requests—all without having to manually trawl through terabytes of information. Frost & Sullivan, Put AI to Work for People, 2024 GenAI for HRSD enhances productivity, the employee experience, and organizational agility HR leaders have increasingly turned to AI, and now to GenAI, as vital capabilities for improving key facets of HRSD. With the right strategy, GenAI can help you create simplified experiences that delight your HRSD team and the employees they serve. Action summaries ease case handoffs and increases efficiency When an agent receives a case from another agent or a virtual agent, GenAI can provide a summary of actions that have already taken place. This saves tons of time and allows the next agent to pick up directly from where the last agent left off—without digging for information or having to ask the employee to repeat details of an issue. And then once the incident is closed, GenAI can also automatically deliver a resolution to the case and save the agent additional time. A system that recognizes employee intent and understands natural language offers seamless self-service capabilities With GenAI, employees can gain access to information at any time via a virtual agent, then receive accurate, conversational answers to their questions. Instead of just providing a link to an article about a topic, a GenAI-powered virtual agent can understand intent and summarize the answer by extracting information from a range of articles. For example, when an employee types in, “Tell me about the maternity leave policy,” they receive a summary of the actual policy and are not simply redirected to an article about the policy. GenAI delivers employee mentoring and career insights Employees can also create custom career paths with the help of a GenAI-powered virtual agent that provides suggestions on the most relevant resources to learn about growth opportunities and fuel helpful discussions with managers. Managers can use a virtual agent to get practical guidance on mentoring tactics and having development discussions with employees. Automation increases employee productivity and satisfaction With GenAI-enabled capabilities such as text-to-code, text-to-flow, and text-to-process, developers at any level can complete their tasks faster as well as quickly build playbooks and catalogs. GenAI can even empower nontechnical users with a no-code experience to rapidly create business applications through simple, natural language conversations. Next Step Guide | Put AI to work to deliver exceptional employee experiences | 4 4 Frost & Sullivan, Put AI to Work for People, 2024 You have to move fast. You have to do it with governance. You have to do it with security. You have to do it with the right platform partner. But once you’ve done that, the company going the fastest is going to win the most.” Paul Smith, Chief Commercial Officer, ServiceNow 45% of executives say they believe GenAI can harm trust of their organizations if the appropriate risk management tools are not implemented. Source: KPMG, U.S. survey: Executives expect generative AI to have enormous impact on business, but unprepared for immediate adoption, 2023 Building trust in GenAI and accelerating value delivery For many business leaders, security and governance are major concerns for GenAI. Implementing the appropriate guardrails and having a solid, risk-based strategy are the first steps to implementing a GenAI initiative that builds trust and serves the organization. Approximately 70% of companies lack a cohesive strategy and roadmap for implementing AI—and they see that as a key challenge to their success.4 Justifying investment in GenAI begins with choosing AI solutions purpose-built for your use cases and that solve critical challenges, unify business units, and deliver a cohesive strategy for business transformation. A single source of truth across the enterprise With a single platform solution, HR service delivery is secured across the organization and not just another siloed piece of technology in a crowded tech stack with unknown associated risks. A single architecture solution delivers a consistent employee experience and the ability to unify every AI model in use and planned for use. Unifying all your enterprise management solutions on one platform and implementing a robust governance framework will ensure that you can promptly and accurately respond to emerging government regulations of AI systems. Having a single source of truth for all your applications, processes, and projects that use AI models—including privacy, data protection, and security—allows you to import relevant regulations, rapidly create policies and test controls, and deftly address compliance violations Next Step Guide | Put AI to work to deliver exceptional employee experiences | 5 In fact, the accelerated pace of emerging technology change is likely to significantly widen the first-mover and fast-follower gap. As such, tracking the evolution of tools and applications to keep pace with innovation will be imperative. Further, early adoption will quickly highlight resource and capability gaps and give first movers a leg up in investing in people, technology, and process change.” KPMG, Generative AI: From buzz to business value, 2023 Predictive intelligence anticipates security issues Risk management can be enormously complex, time-consuming, costly, and subject to human error. However, you can use machine learning and natural language processing to analyze and compare across your applications quickly. A solution with built-in predictive intelligence can help you stay on top of vulnerabilities and quickly mitigate ever-changing technology and cyber risks. Customized, domain-specific LLMs meet business needs Large language models (LLMs) in GenAI are complex machine-learning models trained on massive data sets such as websites and documentation. A GenAI solution that integrates domain-specific LLMs with your own LLMs tailors AI-driven transformation to your unique needs and delivers responsible, reliable, and cost- effective results customized to your proprietary use cases. Strategic portfolio management increases GenAI adoption Implementing a GenAI solution for customer and field service is the first step to transforming how work is done at your organization. The next step is to ensure the solution is widely adopted and that all users have access to the same information and processes. Strategic Portfolio Management (SPM) provides the communication layer that will empower your entire enterprise to focus everyone on initiatives that align with your strategy.