--- title: "Unleashing Generative AI in ServiceNow: Part 3 - Harnessing AI in HRSD" description: The last part of this series discusses the integration of generative AI in HR services, highlighting its role in skill augmentation and process optimisation. We focus on ServiceNow's approach to enhancing HR capabilities and fostering human-AI collaboration in the workplace. image: https://blog.innovatedge.com.au/hubfs/Blog%203_FeatureImage.jpg --- [![ie_logo_with_trademark_aligned](https://blog.innovatedge.com.au/hs-fs/hubfs/ie_logo_with_trademark_aligned.webp?width=1312&height=362&name=ie_logo_with_trademark_aligned.webp "ie_logo_with_trademark_aligned")](http://www.innovatedge.com.au) Open main menu Close main menu - Our Expertise Open the submenu - [Solutions](https://innovatedge.com.au/solutions/) Open the submenu - [Hybrid Cloud](https://innovatedge.com.au/hybrid-cloud-2/) - [Security & Business Continuity](https://innovatedge.com.au/security-business/) - [Digital Transformation](https://innovatedge.com.au/digital-transformation/) - [AI, ML & Smart Analytics](https://innovatedge.com.au/ai_ml_smart-analytics/) - About Open the submenu - [Why Us?](https://innovatedge.com.au/whyus/) - [Our Team](https://innovatedge.com.au/our-team/) - Resources Open the submenu - Insights - [Blog](https://blog.innovatedge.com.au) - Case Studies - [Contact Us](https://innovatedge.com.au/contact-us/) [ServiceNow](https://blog.innovatedge.com.au/tag/servicenow) [AI](https://blog.innovatedge.com.au/tag/ai) [HRSD](https://blog.innovatedge.com.au/tag/hrsd) # Unleashing Generative AI in ServiceNow: Part 3 - Harnessing AI in HRSD ![Team Innovat.edge](https://blog.innovatedge.com.au/hs-fs/hubfs/IE_Author.jpg?width=45&name=IE_Author.jpg) [Team Innovat.edge](https://blog.innovatedge.com.au/author/team-innovat-edge) [Share this blog post on Twitter](https://twitter.com/intent/tweet?text=I+found+this+interesting+blog+post&url=https://blog.innovatedge.com.au/unleashing-generative-ai-in-servicenow-part-3-harnessing-ai-in-hrsd) [Share this blog post on Facebook](http://www.facebook.com/share.php?u=https://blog.innovatedge.com.au/unleashing-generative-ai-in-servicenow-part-3-harnessing-ai-in-hrsd) [Share this blog post on LinkedIn](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.innovatedge.com.au/unleashing-generative-ai-in-servicenow-part-3-harnessing-ai-in-hrsd) ![](https://blog.innovatedge.com.au/hubfs/Blog%203_FeatureImage.jpg) #### **The Digital Shift and HRSD's Growing Challenge ** The digital realm is evolving rapidly. With AI and automation transcending futuristic ideas to shape our current world, global companies face the herculean task of narrowing the tech talent gap. Research by IDC reveals a concerning statistic: 90% of global enterprises may encounter a severe IT skills shortage, potentially costing a staggering $6.5 trillion by 2025. [Closing the tech talent opportunity gap](https://www.servicenow.com/blogs/2023/ai-skills-future.html) However, this "tech skills gap" presents an opportunity. AI isn't merely a job threat but a beacon for diversifying tech roles. By managing intricate technical tasks, AI introduces an industry entry-point even for those outside the traditional tech education landscape.  ##### **Use Cases** *Use case 1: Faster HR case resolution through AI Case summarisation.*  Allow HR agents to instantly view a summary of a case topic, action items and resolutions taken to date.  *Use case 2: Increase Case Deflection using AI Search*  Provide users with the right answer, when they need it, with improved out-of-the-box and ML-based relevancy.  ##### The Intricacies of Generative AI and the Human Touch  Contrary to common fears surrounding AI, a comprehensive study by ServiceNow and Pearson offers a brighter outlook. Investigating the potential impact of 16 ground-breaking technologies on over 6,500 professions globally: the research highlighted a future defined by automation and human skill augmentation.  [AI’s impact on the tech skills of tomorrow](https://www.servicenow.com/workflow/hyperautomation-low-code/ai-impact-tech-skills-tomorrow.html) A key takeaway is the increasing value of uniquely human skills. As machines take over repetitive tasks, there's an upward surge in demand for skills like creativity, analytical thinking, and communication.  "The more we allow machines to do the kind of things they’re good at, the less humans have to behave like machines."  Dr. Richard George, Pearson’s VP of workforce apps and analytics, tells more.  ##### ServiceNow's AI-centric Approach to HRSD  ServiceNow proposes an integrated solution combining Generative AI and HRSD through three core pillars:  1. Service Personalisation - Assisting employees in achieving their objectives. 2. Knowledge Synthesis - Enhancing both agent and employee effectiveness. 3. Content Generation - Augmenting user experience with generated content.  ![UI Approach](https://blog.innovatedge.com.au/hs-fs/hubfs/UI%20Approach.gif?width=1920&height=1080&name=UI%20Approach.gif) ##### The integration of Generative AI with HRSD aims to:  - **Optimise Processes:** Streamlining tasks through Task Intelligence, Email/Case Categorisation, and more. - **Empower Self-service:** Using AI Search on Portals and Virtual Agent NLP. - **Offer Real-time Agent Guidance:** Through Agent Assist and Predictive Intelligence. - **Expand Service Capabilities:** With tools like Predictive Intelligence and Recommended Knowledge Articles.  ##### Now Assist for HRSD  Now Assist embodies the future of HRSD:  - Empower Individuals: Enhance capabilities with generative AI-enabled Virtual Agent. - Revolutionise Searches: Offer specific results with Now Assist for Search across various platforms. - Swift Integrations: Effortlessly connect to platforms like OpenAI or Azure with the Generative AI Controller. - Seamless Automation: Utilise low-code tools for configuring generative AI features and connecting workflows.  ![ServiceNow is leader at employing AI to improve employee services](https://blog.innovatedge.com.au/hs-fs/hubfs/ServiceNow%20is%20leader%20at%20employing%20AI%20to%20improve%20employee%20services.gif?width=1920&height=1080&name=ServiceNow%20is%20leader%20at%20employing%20AI%20to%20improve%20employee%20services.gif) The road ahead for HRSD is undeniably challenging, yet ripe with potential. By integrating AI and emphasising human skills, a future of human-AI collaboration is within reach. ServiceNow, with initiatives like “RiseUp”, isn't merely envisioning this future; it's actively paving the path towards it.  If you have any more questions on this topic please don't hesitate to contact us below! ![Team Innovat.edge](https://blog.innovatedge.com.au/hs-fs/hubfs/IE_Author.jpg?width=150&name=IE_Author.jpg) #### Team Innovat.edge [Follow me on my website](https://innovatedge.com.au/) [Follow me on LinkedIn](https://www.linkedin.com/company/innovat.edge/) At Team Innovat.edge, we pride ourselves on being at the forefront of technology solutions tailored to meet the unique needs of multiple industries. With our innovative approach and deep understanding of the education, pharmaceuticals, energy utilities, and financial services sectors, we empower organisations to unlock their full potential. ## Related Articles [![](https://blog.innovatedge.com.au/hubfs/WhatsApp%20Image%202023-11-22%20at%2003.06.23_5ea60674.jpg)](https://blog.innovatedge.com.au/unleashing-generative-ai-in-servicenow-part-1-servicenows-approach-strategy-0) [GenAI](https://blog.innovatedge.com.au/tag/genai) [ServiceNow](https://blog.innovatedge.com.au/tag/servicenow) [nowassist](https://blog.innovatedge.com.au/tag/nowassist) ### [Unleashing Generative AI in ServiceNow: Part 2 - The power of Generative AI in the Now Platform](https://blog.innovatedge.com.au/unleashing-generative-ai-in-servicenow-part-1-servicenows-approach-strategy-0) ##### **Now platform innovations using Gen AI** The digital age calls for innovative solutions, and the Now Platform doesn't disappoint. Armed with Generative AI, it encompasses a... ![Team Innovat.edge](https://blog.innovatedge.com.au/hs-fs/hubfs/IE_Author.jpg?width=45&name=IE_Author.jpg) [Team Innovat.edge](https://blog.innovatedge.com.au/author/team-innovat-edge) [Read More](https://blog.innovatedge.com.au/unleashing-generative-ai-in-servicenow-part-1-servicenows-approach-strategy-0) [![](https://blog.innovatedge.com.au/hubfs/Copy%20of%20Untitled%20Design-1.png)](https://blog.innovatedge.com.au/whats-new-in-servicenows-vancouver-release-0) [ServiceNow](https://blog.innovatedge.com.au/tag/servicenow) [CSM](https://blog.innovatedge.com.au/tag/csm) [Customer Support](https://blog.innovatedge.com.au/tag/customer-support) ### [Proactive Customer Service Operations](https://blog.innovatedge.com.au/whats-new-in-servicenows-vancouver-release-0) #### Building a better customer experience with Proactive Service Operations: A use case in Network Operations In the digital age, customer service has evolved from merely... ![Team Innovat.edge](https://blog.innovatedge.com.au/hs-fs/hubfs/IE_Author.jpg?width=45&name=IE_Author.jpg) [Team Innovat.edge](https://blog.innovatedge.com.au/author/team-innovat-edge) [Read More](https://blog.innovatedge.com.au/whats-new-in-servicenows-vancouver-release-0) ### Contact us #### Contact us today to discuss how we can combine innovation and knowledge to start planning a tech solution for your business. **[info@innovatedge.com.au](mailto:info@innovatedge.com.au)** **[130](tel:1300281207)[0 281 207](tel:1300281207)** [Follow us on LinkedIn](https://www.linkedin.com/company/innovat.edge/) #### Proud supporters of: [![ACF](https://blog.innovatedge.com.au/hs-fs/hubfs/ACF.jpg?width=200&height=71&name=ACF.jpg "ACF")](https://www.australindchildrensfund.org/) #### Innovate Edge Blog © All Rights Reserved | [Privacy Policy ](https://innovatedge.com.au/privacy-policy/)| Site designed by [Shalini Sridhar](https://shalinisridhar.com/)