For HR service delivery (HRSD), generative AI (GenAI) has become a powerful tool by giving employees instant access to information and the ability to self-serve and take action on common HR or career development needs. It has also boosted HR agent productivity.
HR leaders are in a competitive sprint to harness GenAI’s advantages for transforming the way employees work. Implementing a GenAI solution that empowers your employees at every level to succeed, while increasing HR productivity and fueling your business, is an essential first step to winning that race. Let’s explore further.
Your workforce drives innovation, growth, and success but these achievements can be hampered by:
- Employees navigating a maze of HR, IT, and talent portals to seek guidance or answers
- HR agents and business partners facing delays tackling employee problems quickly due to searching for case details and knowledge articles, while dealing with inefficient, manual processes such as writing case summaries
- Difficulty identifying career development options and skills gaps
And although GenAI offers the capability to address these challenges, many HR and IT leaders cite security and governance as major concerns. Approximately 70% of companies lack a cohesive strategy and roadmap for implementing AI—and they see that as a key challenge to their success.1
HR leaders have increasingly turned to AI, and now to GenAI, to provide vital capabilities to improve key facets of employee experience across the entire enterprise.
A system that recognizes employee intent, understands natural language, and offers seamless self-service capabilities With GenAI, employees can gain access to information at any time via a conversational virtual agent. Instead of just receiving a link to an article, a GenAI-powered virtual agent can understand intent and summarize an answer by extracting information from a range of articles and then suggesting next steps. GenAI can also diagnose when not to engage, recommending an employee speak with an HR business partner, instead.Guide career growth and enable smarter talent decisions with AI-powered skills intelligence Employees can create personalized paths with the help of a AI-powered skills intelligence and proactive prompts, while managers can get practical guidance on mentoring tactics to better identify skills gaps and align talent with business priorities.AI-assisted summaries and resolutions ease case handoffs and increase 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, making it easy for the next agent to pick up directly from where the last agent left off. Once a case is closed, GenAI can save time by automatically delivering a resolution to the case, and creating and publishing a new knowledge article, deflecting similar cases in the future.
Now Assist for HRSD delivers a modern, AI-powered search and conversational employee experience. It brings together HR, talent, IT, and workplace systems with enterprisewide workflows to guide every moment—from hiring, career growth, and transitions—all on a single, integrated platform.
With Now Assist for HRSD, you can:
- Empower employees to self-serve
Enable employees to self-serve answers and actions via AI-powered conversational chat on a single portal. - Boost HR agent productivity
Solve employee requests faster through process automation and AI-generated case summaries and suggested resolutions. - Optimize the employee lifecycle
Help employees navigate important career milestones and life events with guided journeys.
We know the transformational impact that AI can have on an enterprise is significant. Since 2017, the ServiceNow Research team has published over 70 studies on GenAI and large language models (LLMs). The Now Platform® is a powerhouse of intelligence, ready to meet the complex security and governance demands of today, including:
- The ability to unify all your enterprise management solutions on one platform with a robust governance framework so you can promptly and accurately respond to emerging government regulations of AI systems.
- A single source of truth for all your applications, processes, and projects that use AI models—including privacy, data protection, and security—to enable you to import relevant regulations, rapidly create policies and test controls, and deftly address compliance violations.
- Built-in predictive intelligence to help you stay on top of vulnerabilities and quickly mitigate ever-changing technology and cyber risks.
- The domain-specific Now LLM, which is faster, and more affordable, accurate, and secure.
- Low-code capabilities to reduce app development time, improve productivity, and create seamless coding experiences using Now Assist for Creator.
2 Internal results from the ServiceNow IT organization.
3 Internal results from the ServiceNow IT organization.
4 Internal results from the ServiceNow IT organization.