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Virtual Agent for HR Service Delivery

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

Virtual Agent 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 Virtual Agent 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.

When an employee creates an HR case through Virtual Agent,

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 Virtual Agent) 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

Note: See Add a system property.

Natural Language Understanding (NLU) support

You can set up HR Service Delivery 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 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.

Reusable HR Service Delivery Virtual Agent topic blocks

Create and reuse topics blocks to perform common functions in HR Service Delivery Virtual Agent conversations, like creating an HR case or performing a search.

Topic blocks help you be more productive by minimizing duplicate subflows, are easier to maintain, and ready to use immediately.

The following predefined, reusable topic blocks are:

Contextual Search
Create HR Case
Survey
Transfer to Live Agent
Update HR Case

The Topics page in Virtual Agent Designer features a sort tab called Topic Blocks for viewing just the reusable topic functions. For detailed information about HR Service Delivery Virtual Agent, refer to Predefined Virtual Agent topics, topic blocks and Now Platform NLU models.

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 NLU.

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 Virtual Agent with or without NLU. To activate Virtual Agent 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. Virtual Agent 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 Service Delivery. Important: To use Virtual Agent for HR Service Delivery, activate the Human Resources Scoped App: Core and the Glide Virtual Agent plugins.

To activate Virtual Agent 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 Service Delivery Virtual Agent 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 Service Delivery, 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 Service Delivery 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.

Note: When an employee opens an HR case using Virtual Agent for HR Service Delivery, the Source field on the HR case is Virtual Agent. For more information, see Work an HR case.

Procedure

Navigate to System Applications > All Available Applications > All.
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.
Click Install, and then in the Activate Plugin dialog box, click Activate.

Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise they will receive the following error: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

Set up Virtual Agent for HR Service Delivery

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 Virtual Agent and Virtual Agent 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, Virtual Agent launches and the employee is chatting with a virtual agent.

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

Before existing Virtual Agent 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 Virtual Agent for HR Service Delivery.

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

Procedure

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

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Release version

Virtual Agent for HR Service Delivery

Virtual Agent 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 Virtual Agent 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

When an employee creates an HR case through Virtual Agent,

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 Virtual Agent) 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

Note: See Add a system property.

Natural Language Understanding (NLU) support

You can set up HR Service Delivery 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 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.

Reusable HR Service Delivery Virtual Agent topic blocks

Create and reuse topics blocks to perform common functions in HR Service Delivery Virtual Agent conversations, like creating an HR case or performing a search.

Topic blocks help you be more productive by minimizing duplicate subflows, are easier to maintain, and ready to use immediately.

The following predefined, reusable topic blocks are:

Contextual Search
Create HR Case
Survey
Transfer to Live Agent
Update HR Case

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 NLU.

Before you begin

Role required: admin

About this task

You can activate Virtual Agent with or without NLU. To activate Virtual Agent 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. Virtual Agent 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 Service Delivery. Important: To use Virtual Agent for HR Service Delivery, activate the Human Resources Scoped App: Core and the Glide Virtual Agent plugins.

To activate Virtual Agent 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 Service Delivery Virtual Agent 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 Service Delivery, 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 Service Delivery 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.

Note: When an employee opens an HR case using Virtual Agent for HR Service Delivery, the Source field on the HR case is Virtual Agent. For more information, see Work an HR case.

Procedure

Navigate to System Applications > All Available Applications > All.
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.
Click Install, and then in the Activate Plugin dialog box, click Activate.

Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise they will receive the following error: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

Set up Virtual Agent for HR Service Delivery

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 Virtual Agent and Virtual Agent 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, Virtual Agent launches and the employee is chatting with a virtual agent.

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

Before existing Virtual Agent 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 Virtual Agent for HR Service Delivery.

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

Procedure

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

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Virtual Agent for HR Service Delivery

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