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HR Virtual Agent conversations

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HR Virtual Agent conversations

HR Service Delivery and Virtual Agent (VA) provide an automated chat with an employee requesting HR services. You can program VA to understand the intent of an employee to handle repeatable requests.

VA enhances the employee experience by addressing queries immediately.

At any time during a virtual chat, the employee can request a live HR agent.

The base system provides the predefined VA topics (chatbot conversations) designed to help your customers complete common self-service HR tasks.

  • General HR Inquiry
  • Pay Discrepancy
  • Request for Leave
  • Update phone
  • Update emergency contact
  • Update email
  • Delete emergency contact
  • Update address
  • Add emergency contact

A topic defines the dialog between the Virtual Agent (chat support bot) and user to accomplish a specific goal. The information exchanged during the conversation flow (user inputs and bot responses) enables the chatbot to fulfill a user request or assist a user in completing a task.

See Virtual Agent.
Custom portals and ticket page
If your company has created a custom portal and/or ticket page, and you want the HR case link (in VA) to redirect to your portal and/or ticket page:
  • Create a system property that links the HR case in Virtual Agent to your portal and/or ticket page.
For example:
  • Custom portal name: escServiceNow
  • Custom ticket page name: new_ticket_page
  • sys_property: com.glide.cs.portal_url_mapping.escServiceNow.sn_hr_core_case
  • Value: /escServiceNow?id= new_ticket_page&sys_id={{data.sys_id}}
  • Application: Global
Natural Language Understanding (NLU) support
You can set up HR Virtual Agent to use Natural Language Understanding (NLU) to understand word meanings and word contexts to infer user or system actions.
See Natural Language Understanding.
Also, see Natural Language Understanding in Virtual Agent.
Note: This feature is only available with the HR Professional and HR Enterprise packages.

Activate Virtual Agent for HR Service Delivery

If you have the admin role, you can activate Virtual Agent for HR Service Delivery. You can also activate Virtual Agent for HR Service Delivery with Natural Language Understanding.

Before you begin

Role required: admin

About this task

The Human Resources Scoped App: Virtual Agent Conversations [com.sn_hr_virtual_agent] plugin activates the sn_hr_va.min_admin_count system property [sys_properties.list]. This property prevents you from deleting your only Virtual Agent admin user by requiring a minimum number (default is two) of active users with this role.

You can activate VA with or without NLU. To activate VA without NLU:
  • Activate the Glide Virtual Agent (com.glide.cs.chatbot) plugin.
  • Activate the Human Resources Scoped App: Virtual Agent Conversations (com.sn_hr_virtual_agent) plugin.
Table 1. VA plugins
Name Description
Glide Virtual Agent (com.glide.cs.chatbot) Activates the Virtual Agent framework and other necessary plugins.
Note: Activate this plugin first.
Human Resources Scoped App: Virtual Agent Conversations

(com.sn_hr_virtual_agent)

Activates a conversational bot platform for providing user assistance through conversations within a messaging interface for HR.

Important: To use Virtual Agent for HR, activate the Human Resources Scoped App: Core and the Glide Virtual Agent plugins.

To activate VA with NLU:
  • Activate the Glide Virtual Agent (com.glide.cs.chatbot) plugin.
  • Activate the Human Resources Scoped App: Virtual Agent Conversations (com.sn_hr_virtual_agent) plugin.
  • Activate the Predictive Intelligence [com.glide.platform_ml] plugin.
  • Activate the Human Resources Scoped App: NLU Model (com.sn_hr_nlu_model) plugin.
  • Activate the NLU Model Builder (com.snc.nlu_studio) plugin.
Table 2. NLU HR VA plugins
Name Description
Glide Virtual Agent

(com.glide.cs.chatbot)

Activates the Virtual Agent framework and other necessary plugins.
Note: Activate this plugin first.
Human Resources Scoped App: Virtual Agent Conversations

(com.sn_hr_virtual_agent)

Activates a conversational bot platform for providing user assistance through conversations within a messaging interface for HR.

Important: To use Virtual Agent for HR, activate the Human Resources Scoped App: Core and the Glide Virtual Agent plugins.

Predictive Intelligence [com.glide.platform_ml] Predictive Intelligence enables the creation of machine learning solutions using data in your instance. The plugin provides various capabilities and solution types for training the system to predict, recommend, and drive data outcomes. Invoke a trained solution for any application by using a prediction API.
Human Resources Scoped App: NLU Model

(com.sn_hr_nlu_model)

Activates the NLU model used by HR Virtual Agent to identify conversation topics.

Requires the activation of the NLU Model Builder (com.snc.nlu_studio) plugin.

NLU Model Builder

(com.snc.nlu_studio)

NLU Model Builder enables the creation of Natural Language Understanding (NLU) models. These models can understand the intent (action) and entities (details about the action) for a given user utterance/sentence. Invoke an NLU model for any application by using a prediction API.

Procedure

  1. Navigate to System Definition > Plugins.

    A banner notifies you that you are in the All Applications page, which contains plugins and ServiceNow Store applications.

    Note:
    To redirect to the legacy list view for plugins, click the link.
    Legacy list banner
  2. Find the plugin using the filter criteria and search bar.

    You can search for the plugin by its name or ID. If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.

  3. Activate the plugin.

    You can activate the plugin directly from the All Applications page or you can view more details about the plugin before you activate it.

    • If you are certain that you have the correct plugin, click Install, and when you see the dialog box, click Activate.
      Plugin dialog box
    • To view plugin details before activation:
      1. Click the plugin name.
      2. On the form, click the Activate/Update related link.
      3. In the dialog box, review the dependent plugins.

        If your plugin requires dependent plugins, they are activated automatically when you activate your plugin if they are not active already.

      4. If demo data is available and you want to install it, click Load demo data.

        Some plugins include demo data, which are sample records that describe plugin features for common use cases. Load demo data when you first activate the plugin on a development or test instance. You can always load demo data later by clicking Load demo data only on the plugin form.

      5. Click Activate.

Set up Virtual Agent for HR

Setting up Virtual Agent or Virtual Agent with NLU for HR Service Delivery requires multiple steps.

Before you begin

Role required: admin, virtual_agent_admin
The base system provides predefined VA and VA NLU topics (chatbot conversations).
Note: You cannot edit the provided topics. You can duplicate a provided topic and then edit it. You can also create additional topics. See Virtual Agent Designer.

After performing the activation steps, the Get Support link replaces the Chat with HR link on the Employee Service Center or service portal.

When an employee clicks the Get Support link, VA launches and the employee is chatting with a virtual agent.

Before your employees can use VA topics, you must activate and publish them.

Before existing VA topics can use NLU, you must republish them.
Note: By default, the base system provides topics as inactive and unpublished.

If your company uses a custom service portal and ticket page, see HR Virtual Agent conversations.

To view, duplicate, preview, or publish HR topics in the Virtual Agent Designer:

Procedure

  1. Navigate to Collaboration > Virtual Agent > Designer.
  2. Click Active so the button turns green to activate a topic.
  3. Click Publish.
  4. Click Save.
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