all right we're a minute past top of the hour wanted to welcome everyone to AI Academy and just a quick update um please head out to the Community page we have additional resources out here it has since been reformatted so feel free to use the search the search is fantastic to find your favorite articles post questions um and get all the AI goodness out there um that you need for your deployments so without further Ado we have a very exciting topic this is a product personally near and dear to my heart um it is GA in the Tokyo release it's something that we are just been eager to highlight and our featured presenters today are going to be Rahul madhavarapu who is with our AI solution success team debajit Chaudhary who's senior manager with our HR product team and Brian McArthur who is our technical program manager specific to ier for HR um so at this point Brian I will turn it over to you to get us started great thank you Marcel next slide please there we go so today we're going to provide a quick overview of ir for HR we'll conduct an exercise and then we'll finish with q a next slide please so you're asking yourself why iir for HR well we want to enable employees the ability to ask for help in their own natural language and receive service anytime wherever they are with fast resolution while also automating HR case resolution to drive down the cost of services provided next slide there we go benefits the benefits for IR for HR include cost savings for the organization faster response time for employees the ability for employees to ask for help in their own natural language and the channel that is most convenient to them and receive a response in that Preferred channel additionally easy implementation that is powered by AI search and uses an organization's own self-service content so let's go through an example use case roughly 50 to 80 percent of employee requests come in as unstructured natural language requests they require human triage and could take anywhere from three to five days to get a response next slide now with ir for HR it will automate routine and low complexity requests to turn a three to five day response into a three to five second response you'll get faster Service delivery using automated self-service IR for HR also has the ability to Route critical or sensitive cases directly to an agent this allows for White Glove resolution with the empathy that is needed for these cases now the kpis for IR for HR include deflecting routine HR inquiries improving ESAT csat and xlas reducing time to resolve and improving self-service effectiveness now that's just a quick overview of ir for HR are there any questions before we move on to the exercise and please post them in the Q a section Brian I don't see any questions at this point before we get into the exercise um Rahul this may be a question for you can you maybe explain the difference between IR for HR versus IR for itsm since some folks may be familiar with that okay hi everyone and thanks muscle for bringing the question up and that's definitely a question to make sure everyone understand the difference in the to start with both if itsm and if HR they do use the same framework which is the issue audit resolution to start with but how they function in the way that how end users experience what these applications is different the reason is in itsm whenever the end user open up an incident they can get help from a virtual agent topic as well that's how the cell service gonna be happening in itsm space where if there are any available VA topics they're going to be picked up based upon the incident opened it gonna see the intent of that incident and tries to find a relevant match and they can go through a virtual agent flow topic within the virtual agent be it in the teams or in the portal on the mobile and coming to HR the difference is we don't use any VA topic flows but rather we take the help of a search recommendations so as such kind of surface the relevant results be it for the from the knowledge or catalog based upon the HR case open so that's how we see the difference and coming to the channels anyway are we gonna discuss how about them as well but yeah that's the major difference we don't have the use of va topic flows in Hedgehog great thanks Rahul and I'll turn it over to you to kick us off on our exercise but yeah very important to understand that that IR for HR is is accessible on the channels employees are commonly on and not forcing them to route through the bot so go ahead roll yep sure okay so let's dive into a quick exercise so before going further so so what we're gonna do today in the exercises let's first be the end user experience as well as 10 once we see that we'll also experience how the admins gonna configure IR from headshot and with that me being an employee of an organization because it's near to the end of the year and I do have multiple questions about my beat my benefits or health insurance or what are the things which Gonna Change with all that I land on my portal or even I can just use my email as a request Channel to open up a HR case so probably what we can go through is I want to know how to sign up for health insurance so let's try to see open a HR case for that and for that I'll just use the search capability within the portal and search for this General inquiry here okay this is genius result which came up for that General inquiry item go ahead click on request and we'll try to pose a question for how to sign up a health insurance so let's quickly submit this so here as the case gets submitted uh what generally happens with Aya for HR is issue authorization uses artificial intelligence and natural language understanding to interpret the tune and intent of this case and then a analyzes the description of the HR case and identifies its criticality that way the critical cases are flat to live agent for immediate assistance whereas the non-critical cases are provided with relevant knowledge articles and catalog items which we're gonna see in a few so during this process of case Revolution employees can request agent assistance at any point of time as well so here if you see as I just opened the case let's also quickly switch to the email where I could have received a notification for this so here in this channel if you see so basically whatever the notifications we get we do receive it from different response channels one is email and the other is virtual agent and also via SMS so if I have one of the recommendations so if this is how a email will be sent out to recommendations with a ction to click on the recommendations and quickly do that and once I click on that view recommendations so this is how for the issue whatever I opened it come up with this recommendation shown so these are the once basically the a search results which will be relevant based upon the description of the short description of this case and here we see we can click on any one of them right here and it just open up in the same portal View and we can go back so this is the place where we can see there are multiple things happening you already do have an option directly to adding our request back into the assignment queue if if you find these results are not helpful and the other way around because this is the best possible way out to get to resolution quicker via if HR and if I find this helpful I simply say as they were helpful and it won't ask me what recommendation out of this was helping me so I can say health insurance benefits and similarly I can close the case right here in this page and there is no need for any human intervention to close out the case if not I can also opt for keeping it open and just route it to an agent so we'll also try to see the other view as well so here at the same time probably uh one thing I can bring it up over this point is whatever the recommendations we see out of the box the maximum count for these recommendations would be five and we can change that count but that's uh drilled in in few of the other things like the there is a scripting load which holds this criteria of how many recommendations can be shown at this point so that said let's move to the other scenario so where I want to say I want to just open a critical case and see how it's going to deal with that and for that let's assume um I have a director 40 and they have some issues with the time card but we let's raise some case around that and so as this goes to uh I just want to mention that here if we observe generally what happens is initially if it's a non-critical case it gets assigned to a HR bot but if it's not if it once as soon as it realizes it's a non-critical this not even a snap of second we can see this being assigning an agent can better assist so it's an assigning itself and moving it back into the queue so this is how whenever we find a critical case there is no need for the user to wait on for anyone but rather it directly goes into the queue and a agent will get back to that so this is the other scenario where when the cases are really critical and we need some human intervention on human help so I'll just pause here for any questions before I move on to the admin experience or how to configure the things okay some great questions came in um first can we maybe clarify is virtual agent handling the HR case is um is it truly the virtual agent any comments around that so here in this Aya for HR case virtual agent is only acting upon as a one of the response channel to give out the notification that there are some recommendations available but rather than that uh there is no VA topic flow which is acting upon here unlike in the itsm space which we discussed earlier so it's purely as such once the system detects that the whatever the case open if it's not critical then we're gonna show up with the recommendations from as such and virtual agent email or SMS this is gonna act as the response channels where we can get notifications or even in Ms teams where virtual agent gets integrated we just get notifications from them and we can see the whatever the recommendations but no VA topic flows perfect and that's a great segue into the next was there a comment or question on that yeah I just wanted to add I think I think the conclusion is because we use the word bot um so although we are using the word what is actually a separate a AIML workflow which is handling the request and we are just acting as a channel it's not a bot that is handling the entire case yeah and also to that point the HR bot it's just a user profile name if you want to change it to something else oh we'll check it in the configuration but it's definitely can be done so it's just a username right now being used to get to someone to get Auto assigned and okay great yeah the next question is is um a good segue so does this include knowledge blocks and can it index embedded PDFs so one thing is the knowledge blocks with Asus they are generally doesn't get indexed so I would say no to knowledge blocks and what's the other point uh embedded PDFs so maybe attachments or PDFs or definitely yeah so because attachments are supported by a search it just goes through a few of the attachments as long as they are allowed to be indexed yes even PDFs or other attachments they can be shown as one of the recommendation item so we'll also talk about the a search piece probably it will also add more detail how a search is being used in here as part of the flow yeah okay great yeah cool then let's quickly jump on to see how the admin experience looks like and what the configuration looks like here we are trying to aim it the basic functionality so to get up and running everything we have out of the box we do have the out of box configurations so we'll try to see what are the few things which collectively make this flow work so to start with I want to say Obviously to have this application installed we do need to install this issue Auto resolution for HR store application but before that there are from prereqs so the prereqs are like the plugins of a search nle workbench iar and obviously the human resources scope Gap so with that understanding so I do have all these plugins installed so with that let's move back here and yeah if you see I already have that installed so first thing first I need to go into the issue water resolution settings for me to activate if a HR so I'll type in resolution so here under this application issue Auto resolution let's go to this settings module so whatever we see here these are the out of the box configurations even we do have one for incident that comes from if itsm and all the other tables are for HR so these are on the different tables on which the IR for HR works and for now I try to activate for all the tables let's quickly take a sample at snhr court case table so whatever the end user experience the cases which we opened earlier they're getting saved in this HR code case so to start with once we have this configuration there are a few things uh which we need to think of okay the first thing comes up as okay obviously I'll make this active once after that whatever the HR cases I opened so what would be the triggering point or what are the trigger conditions for this IR for HR flow to get kicked in so that's this is the place of task configuration tab where we're gonna decide what those trigger conditions look like and also to answer the earlier question so whatever the HR bot we were seeing earlier it's just because I can pick any other username whatever we feel like according to our needs So that obviously changes from HR bot to any whatever the name we select and then coming to the conditions so if we see right now out of the box it expects the IR for HR expects the source of this HR cases to be either email or self-service that's one and also the what type of HR cases they should be Manual of the Fulfillment type is manual that's what we see and also the HR service should be General inquiry that's how out of the box it's configured but that said because these conditions we can always customize them change them because each organization has their own needs so for the employees in that case you're totally welcome to make those changes right here in these conditions so at the same time we also do have this task SLA which can be running through and currently I set it for 10 hours as part of my configuration changes and then the other key point for us is to understand okay what are the conditions at which the IR for HR steps out and brings in a live agent or a human agent gets assigned so the exit condition is the place we're going to do that so currently in out of the box uh what we have is basically predicted criticality is critical and that's one and even the language the predicted language should be English so these are the out of the box conditions where it expects the criticality to be really it's not it's critical at the same time the language should be English only then it works or basically if it's non-critical and English it works if not it Just exits the workflow and assigns the bot or the basically the user or the agent and then we have the other part is the machine learning model right now we don't need to configure it's all comes out of the box uh configured and then the intent to topic map this is something uh this is the key differentiation I was talking about so this is something which can be used in the itsm space but here in HR IR for HR we are not using any VA topic flows so we don't uh need to assign or add anything for this and also if you see whatever the setup we see here this is something similar to itsm answer because this all comes under the iar framework and then we do have this reminders so this is the place we are using because we already configured a task SLE of 10 hours accordingly we can configure what are the different SLA percentages at which a notification needs to be sent out to the user if they still want to look at the recommendations or if they want someone to get assigned to and then the other major portion uh which is a search integration with if or HR so whatever the recommendations we are seeing those are all coming from a search and even to the similar question which were posed earlier uh are the attachments like PDF are they supported so whatever as such results do support in the regular results they all can be shown even in the IFR HR apart from genus results obviously so it only shows the results in the regular format rather than in the genius levels format so with that understanding we do have a out of the box Search application which is the issue Auto resolution for HR let me quickly dive into that that's what uh attached to this Auto resolution configuration for that okay just okay if I see I'll try to edit this record it's the same so there is no change when it comes to how you configure a search whatever we already know how to configure and make the a search work it's the same thing with the approach profiles with the search sources everything is same it's just that we need to make sure the search sources so if I can go back go into the search profile if you see it's the same thing with the search sources the synonyms top words just make sure just personalize customize it according to your HR needs or how you want your employees to get this result surfaced so for this we do have the catalogs and the knowledge I'll just quickly go into the knowledge so it's sources so we can always have these conditions applied okay what the specific content which is relevant for my employees that I need to surface so you can always configure those conditions here so that only the content which is relevant for the employees in the HR space will be showing up and with that understanding you can always add other conditions and these are all available to be customized so with this understanding so it's the pretty I I might not be going through the more details of the research but it's pretty much the standard configuration of what we need to be doing for as such it's just that we use this same search profile or the Search application back in here attached and similarly if we have this search results portal so back in I went into your email notification where I clicked on view recommendations if you see when I clicked on it it automatically took me to the search portal which is the ESC portal the reason is because I already assigned what's the portal where the needs search results would be going into and finally the other configuration part is the end users are requesting but what their response channels would be so that's the configuration we're going to do right here in this tab So currently I activated it for my email as well as virtual agent so along with that we do get an initial recommendation email this is again a standard email which we are all aware of in the platform so it's a standard configuration where you send out what we've seen here simply it looks this way this is the initial one and if there are any other things so if you see there are this action required and also the I was talking about the follow-up notifications this is how they look like it's all so basically these are again the platform notifications and they can also be shown in Virtual agent as well follow one question to the notifications because this is often a burning question um when our customers Implement is how do we adjust the number of um recommendations shown in the notification and then you know it may even go as far as how do we um you know determine which search results um show in that in that notification so the first thing is to point out here if we see it doesn't show in the notification itself it just gives us an action for view recommendations just for to make sure to have that security around the user need to click on this view recommendations within their notification once they do that they get landed here so if I can go back or probably I can take this one okay let me click that so here okay right now whatever the count of the how many results we see we don't see it in the notification at least in the email space you do see it here and once we see it here the count or the number of notifications which are shown here it's controlled by a script include generally So within the Gen out of the box it's hard coded as five but we can always uh change that value but right now it's suggested to have five rather than more or less to get that context and also what's the second question Marshall sorry yeah it was more how configurable are the notifications and the the information displaying from the notification so this is perfect thanks yeah uh for configuring that notifications yeah it's similar to going back to those notifications they are as simple as the platform notifications and similarly how they look and feel we do have those notifications like General like any other notification within the platform we can always customize them to save change the webpage or what kind of info need to be displayed for the user but eventually they need to click on it to get through here to the platform where they can see the results whereas in Virtual agent they can see the results upfront in the virtual agent except because the expectation is while they are in Virtual agent they already logged in as the user but as in the email we want to make sure they click on those view recommendations so that they can be real user so that they can get in and see the proper appropriate results for them specific to them the reason is even a search when it tries to bring up the results we do have the configuration where based upon the user context as well few of the recommendations do show up we do have that level of configuration in a search search Improvement rules Etc so that's the reason there and yeah so this is uh what I basically want to show around in the admin experience so with that uh probably what we can do is we can just open up the floor for any more questions yeah one question that came up is um what languages are supported because I know there's there's different languages supported with virtual agent with AI search um let's talk about that for issue out of resolution for HR So currently in Tokyo um for I also we do support English only so that's why it was one of uh while I was discussing one of the exit conditions where if the language is not English it's gonna exit and just assign it to an agent So currently it's English only okay great and another question that came in is uh how does this work with HR Connect and um maybe the the person asking wants to type in HR Connect I'm not sure if there's a partner offering or something specific to uh there was a connection if you're referring to that is that the question like if it's the connect chat that we had with HR I think if that is the um because that was a chat app that we had but was deprecated I think um a few releases back so yes it will not work with that chat any longer we're using the old HR Connect chat still we haven't transferred over over yet yeah that has been deprecated so this will not be supported with it okay that's what I thought just had to ask thank you yeah and thanks for doing that and just to add on um whatever the request channels currently we do have are basically email and cell service those are the request channels from where we can request uh for this to get triggered so that's why if we see uh if I can go back uh right in here I want to just surface the configuration back task configuration if you see the source type is email or Source type is self-service so either from Portal or email the cases should be raised um so that takes away to that point or to say what just depicted that HR Connect doesn't work yeah you know any other questions I think that's all for questions um for the audience Victor has kindly posted links to the YouTube channel where you can access the replays for AI Academy and we did have a great suggestion to um go ahead and post some of the upcoming agendas so we'll look into doing that but I wanted to thank our presenters today just for the the contributions to AI Academy um we're really excited to feature you really excited to to share more on issue out of resolution for HR and thanks everybody for attending hope you have a wonderful day or evening and look forward to seeing you in two weeks yeah thanks thanks everyone