Even a familiar benefits question takes real work to answer properly: checking a policy, finding the right country plan, confirming which terms apply. Today that can take days or weeks. That is HR time spent on work that repeats across countries and teams, cost the organization absorbs, and an employee left waiting. Origin Benefits Agent brings benefits answers into ServiceNow Employee Center. An employee asks whether their medical plan covers dependents, or whether a waiting period applies. The answer comes back in seconds, for the plans that apply in their country, with a suggested next step. Self-service handles the routine questions, freeing HR for the cases that need judgment.
The integration draws on benefits data held in the Origin platform. Answers cover plan details, eligibility conditions, exclusions and waiting periods. Because each answer is built from that structured data rather than retrieved from documents written at a point in time, it reflects the plan as it currently stands, without waiting for a separate document or knowledge article to be updated.
ServiceNow passes the employee's question and country to Origin over a REST API, and the answer returns to the conversation. Employee personal data stays inside your ServiceNow instance. When Origin cannot answer, the app says so rather than guessing, and you can connect that response to your existing HR ticketing process.
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Benefits answers within ServiceNow. Employees can ask benefits questions through the configured Employee Center assistant and receive a response without opening a separate benefits portal.
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Detailed plan information. Answers can cover eligibility, cover levels, exclusions, dependant cover, waiting periods and provider details, based on the information available in Origin.
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Clear next steps when an answer is unavailable. The app distinguishes no-answer responses from service or configuration issues, so customers can connect the outcome to their own HR support process.
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Answers relevant to the employee. The integration uses the signed-in employee’s mapped identifier and country to request personalised benefits information from Origin.
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Country controls for rollout. Administrators can restrict requests by country to align the rollout with the organisation’s Origin coverage.
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Customer control of additional context. Requests include the question, employee identifier and country. Additional mapped context and the conversation identifier value are withheld unless the customer enables optional context.
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Benefits data maintained in Origin. The integration retrieves answers at query time without synchronising the full benefits dataset into ServiceNow. Returned answers appear in the ServiceNow conversation.
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Packaged integration with local configuration. Configure authentication, the API endpoint, employee access and field mappings for your organisation. An active Origin subscription with benefits data for the countries in scope is required.
Version 3.1.0 strengthens current-user personalisation, country access controls and handling of unanswered questions or service issues. Additional employee context remains optional and off by default. Employees can ask another benefits question or finish the conversation. Customer-specific setup is required, and any HR-case creation or live-agent handover is configured separately.
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ServiceNow Virtual Agent and the Now Assist capabilities used by the app must be licensed, enabled and configured. Employee Center and its assistant channel are required for the experience described in this listing.
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The package declares Glide Conversation Server (com.glide.cs), Glide Conversation Generative AI (com.glide.cs.genai) and Glide OneExtend (com.glide.one_extend).
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An active Origin subscription and network access to the customer’s configured Origin HTTPS API endpoint.
Set up the secure Origin API connection, employee access and field mappings using the installation guide. Each employee needs an active ServiceNow profile, an identifier recognized by Origin, and a resolvable country. The standard setup uses employee number and country from the ServiceNow user profile. Country restrictions and optional additional context are customer-controlled.