Unleashing Generative AI in ServiceNow: Part 3 - Harnessing AI in HRSD

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

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

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. 

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. 

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!