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IntegrityBit: Issue Auto Resolution – Human Resources Service Delivery (HRSD)

Issue Auto Resolution | Human Resources Service Delivery (HRSD)
By: Simon D.
What is Issue Auto Resolution in HRSD?

Issue Auto Resolution is an application that leverages machine learning (ML) and Natural Language Understanding (NLU) to allow users to utilize ServiceNow’s self-service capabilities and seek effective solutions with ease. Once an issue is created by a user, Virtual Agent topics are chosen based on the intent and criticality calculated by the ML model. In the case that a Virtual Agent topic cannot be found, Issue Auto Resolution performs an AI Search to return relevant Knowledge articles, FAQs, and catalog content. Configuration options are available to deliver the content through a response channel, including email, short messaging service (SMS), and Virtual Agent. This allows for issues to be resolved proactively based on the user’s preferred chat channel and will continue to improve recommendation quality with the collection of feedback.

How does this benefit agents working within ServiceNow?

The purpose of Issue Auto Resolution is to give users recommendations to deliver appropriate solutions that are obtained in a timely manner. The importance of self-service actions includes near real-time resolutions and reduced costs due to not as many agents being needed to answer questions. ServiceNow documentation also lists some benefits when using Issue Auto Resolution for HR. There are omni-channel and multichannel experiences to give employees options to request help from. By having employees decide on a preferred response, they can receive answers using a channel that is convenient for them and reduce the time to resolution. In addition to this, dashboards provide user-friendly monitoring of success metrics to agents and managers alike.

Where do I get these capabilities?

According to ServiceNow, most of the functions contained within Issue Auto Resolution are included with the Glide Virtual Agent (com.glide.cs.chatbot) plugin. The Issue Auto Resolution should be automatically enabled, so the bulk of the work will be setting up the Virtual Agent. Depending on if the implementation is for HR or ITSM, follow the appropriate steps to install the Virtual Agent, train the machine learning model, and then you can choose to change any mappings for Issue Auto Resolution intents to matched Virtual Agent topics. This step is optional, as it allows for potential changes to the baseline configuration to tailor towards specific company needs.

Sources from ServiceNow Documentation

 

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