Exploring Now Assist for HR Service Delivery (HRSD)
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- UpdatedNov 8, 2023
- 4 minutes to read
- Vancouver
- HR Service Delivery Non-Scoped
With the Now Assist for HR Service Delivery (HRSD) application, your agents can summarize the customer chat conversations and case details to get the context of the case, generate the case resolution notes, and wrap up cases faster.
Overview
The following generative AI capabilities are available for an agent:
- A case summary provides agents with a concise summary of a case. It enables agents to get the context by gathering information about an issue and taking actions more quickly. It also enables agents to refresh and post the summary to the work notes.
- The case resolution notes can help agents to wrap up cases faster and provide the context about the case resolution to other agents who might encounter similar cases.
- An interaction chat history provides the context about the chat conversation between the agents and requesters at different points of the handoff, such as when the Virtual Agent conversation chat history is handed off to a live agent.
Skills
The Now Assist for HRSD application includes the generative AI skills and features that enable agents to understand the chat and case context so that they can propose resolutions to the requester more quickly:- Chat summarization
- Provides an agent with a chat summary of all points of the handoff, including the Virtual Agent conversation and the live agent conversation:
- Quick action summary: Provides a concise summary of the interactions with the quick actions that the agent took.
- Virtual Agent handoff summary: Summarizes the chat when Virtual Agent hands off the chat to a live agent.
- Chat wrap up summary: Accelerates the wrap-up time by populating the full chat summary when a conversation ends.
- Chat wrap up short description: Accelerates the wrap-up time by populating the short description that summarizes the requester issues when the conversation ends.
For information on activating the chat summarization skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management, see Summarize the chat conversation by using Now Assist for HR Service Delivery (HRSD).
The following example shows an AI-generated chat summary.Figure 1. Example of an AI-generated chat summary 
- Case summarization
- Provides an agent with a concise summary of a case, including the issue, actions that were taken, and resolution information, depending on the state of the case. An agent can view a summary of a case to understand the case
context, refresh the summary, and post the summary to the case work notes.
For information on activating the case summarization skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management or Core UI, see Generate a summary of the case by using Now Assist for HR Service Delivery (HRSD).
The following example shows an AI-generated case summary.
Figure 2. Example of an AI-generated case summary on Agent Workspace for HR Case Management 
- Resolution notes
- Automatically generates the resolution notes for agents when the state of a case is changed to Closed Complete. Agents can accept the AI-generated notes or edit the notes before saving it to the case.
For information on activating the resolution notes skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management, see Generate the resolution notes for a case by using the Now Assist for HR Service Delivery (HRSD).
The following example shows the AI-generated resolution notes.
Figure 3. Example of the AI-generated resolution notes 
Now Assist panel in the Agent Workspace for HR Case Management
The Now Assist panel provides agents with a conversational interface that they can use to request the chat and case summaries on demand.
