Use Now Assist for HR Service Delivery (HRSD) in Agent Workspace

If you have a sn_hr_core.case_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the Now Assist for HR Service Delivery (HRSD) application.

Important: Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

• Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD)
  Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.
• Summarize a Sidebar discussion by using Now Assist for HRSD
  Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the Now Assist for HR Service Delivery (HRSD) application.
• Generate a chat reply recommendation by using Now Assist for HRSD
  Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.
• Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD
  Create drafts of knowledge articles that are based on the case descriptions with Now Assist for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.
• Generate a knowledge article from multiple cases
  Create drafts of knowledge articles from multiple cases with the Now Assist for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.
• Generate an email reply recommendation using Now Assist for HRSD
  Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.
• Summarize an HR case using Now Assist for HRSD
  Quickly understand the case context and respond to inquiries by using the case summarization skill.
• Generate resolution notes using Now Assist for HRSD
  Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.
• View employee summary reports
  View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.
• Summarize actions while transferring an HR case
  Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.
• Use Knowledge Graph in Now Assist for HRSD
  Create a personalized knowledge model as a Knowledge Graph schema.
• Use Now Assist for HR - Galileo Inside to answer HR-related questions
  Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.
• Use the Now Assist panel in HR Agent Workspace
  Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.
• Submit an HR request with Gen AI Virtual Agent
  Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.
• Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework
  Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.
• Analyze sentiments in Now Assist for HR Service Delivery (HRSD)
  HR agents can prioritize cases based on case sentiment.

Parent Topic:Now Assist for HR Service Delivery (HRSD)