HR AI voice agents
Employees use HR Voice AI agents to perform HR-related tasks such as creating new cases, checking case status, and requesting time off, through real-time voice interactions.
HR AI voice agents Overview
HR AI voice agents use generative AI to deliver natural, dynamic conversations that help employees complete HR-related tasks, resolve issues, and access HR information—anytime, anywhere. They are built on the ServiceNow AI Platform and delivered via the HR AI Voice agent plugin, allowing for customization to meet specific HR business needs.
HR AI Voice agents are managed through the AI Agent Studio, which provides tools for creating, deploying, and monitoring these agents. Each agent is associated with a voice service acting as a virtual HR help desk and can be configured with welcome messages, voice profiles, and fallback options like live agent routing or ticket creation. This setup enables efficient, AI-driven HR support for employees.
To enable employee access and use of Voice AI agents, an admin must install the HR AI Voice Agents [sn_hr_voice_aia] plugin and Configure HR AI voice agents.
HR AI voice agents
| AI Agent | Description |
|---|---|
| Employee Details UpdaterNote: Requires integration with Oracle HCM | Assists users in updating their personal information |
| Employee Holiday Calendar Retrieval agentNote: Requires integration with Oracle HCM | Displays the company holiday calendar |
| HR case assistant | Assists employees with following up on HR cases |
| HR case creator | Matches user inquiries to the appropriate HR service and creates an HR case with any additional detail provided and returns the case reference numbers |
| Navigation Assistant | Provides verbal, step-by-step guidance for HR self-service tasks based on ServiceNow® knowledge base articles. For more information, see Navigation Assistant AI voice agent |
| Retrieve Worker ProfileNote: Requires integration with Oracle HCM | Enables employees to look up worker information in Oracle HCM |
| Time off RequesterNote: Requires integration with Oracle HCM | Helps employees look up their vacation, sick leave, or other time off information. |
| Travel Expense Expert VoiceNote: Requires integration with Zoho | Assists employees with tasks related to travel expenses, including submitting expenses, retrieving expenses, and the expense policy. |
Certain voice agents require integration with Oracle HCM or Zoho. For more information, see Integration of HR Service Delivery with third-party systems.
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