Resolve noncritical HR cases agentic workflow

Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked critical.

Resolve noncritical HR cases agentic workflow overview

The Resolve noncritical HR cases agentic workflow can evaluate HR requests submitted by employees of both critical and non-critical nature. The workflow:

• checks criticality

• generates recommendations for a non-critical request fulfillment

• requests for a human agent intervention when a case is identified as critical

The agents, tools, and triggers that are associated with this agentic workflow are provided by the ServiceNow Otto application. To change this agentic workflow’s instructions, duplicate it, adjust the settings, and activate the new version.

Accessing the Resolve noncritical HR cases agentic workflow

To access the agentic workflow:

1. Navigate to All > AI Agent Studio > Overview.

2. Select Agentic workflows > Resolve noncritical HR cases.

[Omitted image “set-up-nc-case.png”] Alt text: Accessing Resolve noncritical HR cases agentic workflow

The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools, and information.

Resolve noncritical HR cases agentic AI agents

The following table lists the agents that are used in the Resolve noncritical HR cases agentic workflow.

Important: In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent.

AI agent AI agent role HR search and notify AI agent Performs search to find relevant HR knowledge articles and catalog items related to the given query and raise notification if relevant information is found. HR criticality detection AI agent Performs criticality detection on an HR case and acts based on the criticality level.

To change this agentic workflow’s instructions, duplicate it, adjust the settings, and activate the new version.

Trigger

Business rule: The Trigger non critical use case business rule serves as a trigger that executes following the completion of the Predict service and Transfer HR cases use case. This business rule contains conditions that determine when the Resolve noncritical HR cases use case should be initiated. Modify the conditions to align with your specific business requirements. [Omitted image “trigger-nc-br1.png”] Alt text: Activating business rule[Omitted image “trigger-nc-br.png”] Alt text: Activating business rule

Executing a test scenario

You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field:

“Resolve HRC000XXX”

The AI agent decision log displays the AI agents that are working to resolve the case, and you can watch their interactions, decisions, and thought processes as they happen in real time.

Note: The AI agent decision log is available in the Testing section in AI Agent Studio and is intended for testing purposes only.

.[Omitted image “resolve-nc-workflow.png”] Alt text: Testing input for the agentic workflow.[Omitted image “resolve-noncritical-workflow.png”] Alt text: Testing output for the agentic workflow.

The AI agent assesses each HR case to determine its criticality.

• For non-critical cases, it retrieves and recommends relevant articles, then notifies the employee via ServiceNow Otto Virtual Agent or email. Employee can review the recommendations, provide feedback, or close the case.

• For critical cases, Human agents intervention is requested.

Example of event creation on Agent Workspace for HR Case Management

This is an example of how the Resolve noncritical HR cases agentic workflow generates recommendations for a non-critical case, and sends email notifications to the requester.[Omitted image “nc-request.png”] Alt text: Event creation on Agent Workspace for HR Case Management[Omitted image “nc-request1.png”] Alt text: Event creation on Agent Workspace for HR Case Management