As an HR professional, you’ve likely faced the challenges around handling repetitive employee inquiries in navigating multiple systems to ensure compliance with company policies. The pressure to address these demands while ensuring a stellar employee experience can be overwhelming. Traditional methods of HR case management are no longer enough to address today’s employee service delivery challenges.
This is where artificial intelligence (AI) and automation come into play, offering innovative solutions to transform and streamline your HR service delivery operations. AI-powered platforms like ServiceNow HR Service Delivery (HRSD) can profoundly impact your HR operations. By leveraging intelligent automation, machine learning, natural language processing, and predictive analytics capabilities, ServiceNow HRSD streamlines employee service delivery and improves agent productivity while reducing overall HR costs.
Let’s explore some of the powerful AI capabilities in ServiceNow HRSD that are revolutionizing employee service delivery:
Now Assist for HRSD helps you drive HR agent productivity and reduce operational costs. It reduces redundant, manual tasks for your HR team and gets employees the answers they need quickly with minimal disruption to their day. HR teams can handle issues ranging from payroll discrepancies to paperwork changes without sifting through loads of information. By reviewing instant summaries of case topics, past incidents, live chat interactions, knowledge articles, as well as previous resolutions and actions taken, you gain the context needed to solve employee problems quickly and confidently.
ServiceNow Virtual Agent provides an end-to-end, intelligent conversational experience that enables instant resolution to common requests. It keeps your agents focused on more pressing issues and increases employee satisfaction. Virtual Agent makes it easier to resolve routine HR requests through a simplified, easy-to-access chat interface, and is quick to deploy thanks to guided setup and pre-built components. Leveraging AI, it quickly addresses common HR issues, improving case deflection and ensuring simple requests are resolved promptly, reducing overall agent workload. Further, chat history and conversation context can be seamlessly transferred to a live, human agent, so experts can jump into the conversation with a full understanding of the situation to resolve the request timely.
AI Search capability in ServiceNow HRSD empowers employees to find relevant content and get answers quickly from any department—IT, HR, Legal, and others— speeding up overall service delivery. Employees can get actionable, accurate, and relevant answers from knowledge articles through Global Search, Employee Service Portal, or Virtual Agent for their common and repetitive queries. For complex queries, the requests are smartly routed to live agents for better assistance, improving employee experience and reducing case volume significantly.
ServiceNow® Employee Center gives employees a single place to access services across departments like HR, IT, legal, and Workplace Services. It helps employees find information, request help, and get the services they need in one spot. With AI-powered recommendations, you can also share relevant company information, updates, and news tailored to each employee’s location, role, and job type, making communication timely and targeted.
ServiceNow Employee Journey Management allows you to effectively manage and personalize employee journeys like onboarding and offboarding, internal career transitions, and relocations. The AI-powered Learning Posts feature enhances the employee experience by delivering tailored learning recommendations. It uses AI to curate content from various learning sources such as Udemy and YouTube. By analyzing job positions and individual interests, it provides personalized recommendations for reskilling and upskilling. HR and learning teams can quickly identify new courses and make them available to employees directly within their workflow, offering timely and relevant learning recommendations. This AI-driven approach enhances the overall employee experience and satisfaction.
With built-in machine learning and AI capabilities, ServiceNow HRSD helps accelerate and simplify your HR service operations. It leverages powerful AI/ML models to accurately classify requests into incidents, cases, and tasks, then automatically transfers them to the right team at the right time. It connects the dots for your service desk agents by suggesting relevant tasks and content that helps them solve issues faster. At the same time, it proactively identifies similarities across open incidents or cases to help resolve issues more efficiently.
In a nutshell, AI-powered solutions like ServiceNow HRSD play a crucial role in simplifying and streamlining your HR service operations. By automating routine HR tasks, enabling AI-powered self-service, personalizing employee service, and ensuring compliance, ServiceNow HRSD is revolutionizing how HR departments operate.
However, implementing this innovative solution demands a well-planned roadmap and strategic excellence. That’s where Alcor comes in. As an elite ServiceNow partner with consulting leadership and a proven track record of successful implementations across industries, we have the expertise to successfully implement AI-enabled ServiceNow HRSD suite of applications in your organization. Whether you’re looking to enhance employee experience, boost agent productivity, or reduce HR costs, Alcor can be your dependable partner in revolutionizing HR operations.
To learn how Alcor can supercharge your HR service operations, reach out to us at information@alcortech.com.
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