0
7.3.1
Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1
Generative AI
HR Service Delivery AI Agents Collection provides access to ServiceNow’s Agentic AI framework along with OOTB AI Agents for customers licensed for ‘ServiceNow Otto for HR Service Delivery''.
This application provides access to a framework for custom building AI Agents and leverages OOTB use cases built for HR.
--- AI Generated Release Notes ---
New
- HR L1 AI Specialist can now predict and transfer HR cases based on high-confidence AI and LLM predictions. Cases are automatically transferred to the predicted HR Service when confidence exceeds the threshold, and worknotes are updated with recommendations. If confidence is low, the specialist continues resolution and logs recommendations.
- Admins can configure automatic case transfer and prediction thresholds. The "Classify and Assign" section now allows configuration of fields to predict and the confidence threshold for automatic transfer.
- HR L1 AI Specialist uses indexed sources for service prediction. Predictions leverage both HR Cases and HR Service as indexed sources, improving accuracy and coverage.
- LLM prompt-based prediction is now supported. The system implements LLM prompts for skill-based and script-based predictions, enhancing the AI Specialist's ability to recommend services.
- Search Application for HR AIS Search Config is available. HR L1 AI Specialists can test search sources on HR Service and HR Case, ensuring accurate configuration and results.
- Unified Feature Flag Rollout Strategy enables controlled activation of AI Specialist features. Admins can manage feature availability for HR L1 AI Specialist and its template, with sandbox testing and sequencing for customer rollout.
- Golden data evaluation for prediction and transfer is established. Prediction accuracy is measured using curated datasets, with ongoing evaluation and tuning for best results.
- Model proxy for Azure OpenAI endpoints is implemented for evals. The eval suite now supports a local proxy for Azure OpenAI, enabling tool_calls and matrix-based client/model selection without direct Azure access.
- Automation of Zero Touch Service Desk (ZTSD) functional flow is introduced. The ZTSD workflow is now automated, streamlining case handling.
Changed
- Prediction prompts and logic have been fine-tuned for clarity and accuracy. Users experience improved guidance and outcomes from prediction features, with enhanced prompt generation and evaluation logic.
- Transfer flow is modularized and worknotes are updated with AI fields. After transfer, the ZTSD flow stops on the current case, and worknotes reflect AI-driven updates.
- Classify and Assign UI and configurations have been revisited and aligned with ITSM templates. Unused UI variables are removed, writeRoles and readRoles are updated for relevant configurations, and dropdowns now restrict selection to HR Service only. The autosubmitcatalog configuration is implemented, and automaticcasetransfer defaults to false.
- Testing environments for DARE and predict/transfer functionality are validated. Test results are available for both DARE and prediction/transfer workflows.
Fixed
- Predict Services and Transfer HR Case workflow has been corrected to no longer prompt users for sys_id input when the HR Case number is already provided.
Not applicable for this application version.
Install the following plugin on your instance:
- com.sn_hr_core
- Below store app is required:
- ServiceNow Otto for HR Service Delivery
As part of this plugin, following standalone agents will be deployed:
- Benefits enrollment retriever AI agent
- Employee Details Updater AI agent
- Employee holiday calendar retrieval AI agent
- Employee total rewards information AI agent
- HCM feedback retriever AI agent
- Time off requester AI agent
- Worker Profile Retriever AI agent
- Expense manager
Also as a part of this plugin, the following workflows and bundled agents are also available:
- Generate onboarding ramp-up plan workflow
- Ramp up plan generation AI agent
- Ramp up plan reviewer AI agent