Issue Auto Resolution for HR enables AI-powered HR case resolution and escalation using pre-trained models. The application provides capabilities to auto-resolve high-volume, non-critical HR cases and escalates sensitive or critical cases for agent assistance.
Auto-Resolution of Non-Critical HR Cases
Issue Auto Resolution for HR enables faster resolution of routine HR cases by instantly providing employees with relevant self-service content in various channels. This release supports the ServiceNow Portal, Microsoft Teams, SMS, and Virtual Agent (web) response channels.
By automating the self-service of non-critical HR cases, Issue Auto Resolution for HR ensures that agents can focus on cases that need a high-touch experience or manual assistance.
Escalation of Critical Cases
Issue Auto Resolution for HR ensures that critical or sensitive cases are brought to an agent's attention for immediate assistance.
Feedback and Learning
Issue Auto Resolution for HR framework provides the ability to capture feedback on AI predictions and recommendations from employees and HR agents. The feedback can be used to train the machine-learning models so that the application gets smarter with time.
IAR for HR Dashboard
IAR for HR Dashboard allows administrators to monitor IAR success metrics providing details of auto-resolved cases by IAR and estimated cost and time savings.
- New
- Changed
- Fixed
- Security Defects
- Removed
Required plugins and products
- AI Search
- NLU Workbench
- Issue Auto Resolution
- Human Resources Scoped App: Core
- HR Service Delivery Virtual Agent Conversations(sn_hr_va) : 24.2.5