so anyways we have additional resources available for you if you're looking to build or expand on your virtual agent or nlu implementation the one on the left is the new community Forum you can follow the link below or you can actually just Google it um virtual agents forum and it should come up this is where you can ask questions view articles and blogs and just really get your answers get your questions answered regarding anything to do with virtual agent or nlu we also post oral virtual agent academies up on YouTube so if you want to get updates every time we upload a new one you can click subscribe on that and get those notifications no we'll be heading on to the actual content for the session and I'll be passing on to Rahul who's all presented today thank you Eliza hey hi everyone so today I'll as part of this session uh what will mainly focus on around is let's get to know what IR for HR is all about and what's the purpose and what's the goal and how we can get help out of that and then we can quickly dive into a exercise or a demo to understand what are the predictive sites and what are different things involved in setting up I offer HR and also then we'll dive into the Q a so with that so why IR for HR so basically we have this HR experience with the users come in or the employees come in uh raise their cases but the thing is unless a human agent comes in and help them with those uh those are there are many routine uh tasks which we can help with uh for which we don't need a human intervention rather the system can help them understand okay what they can quickly do to get those resolutions so that's where so that we can reduce the high volume uh routine HR cases we can reduce them with the help of whatever the recommendations the if can provide them with that they could be huge cost savings for the organization and similarly at the same time we do get that uh mean time to resolution much more shorter and to help them understand that we do care about the employees and whatever the critical cases they can always taken care by the agents and that way they can get their answers much more quick away because the agents will become more efficient and even the users they do get the answers what they're looking for at a much more faster Pace with that uh whatever these trying to get this help of iar these are only Channel experiences where they can try to ask for help in different channels and get that responses back because of that uh there is no need to be that okay there shouldn't be at a particular system or in front of their desktop it's nothing of that requirement but rather they can ask their queries naturally in whatever the way they find a fit but the system will try to understand and try to get the gist of our teeth and get that right have a great white so with that uh all said it's come to the implementation how long it's gonna take or how easy so I would say we'll go into that part uh in a bit but coming to this uh it's really easy to set up at the same time because uh it's all helped by Ai and the quality with the help of the a search we are pretty much familiar with the platform right now so that's the one which requires us to get the right responses back to the user which enables the users to get these right answers to them at a much more quicker pace so with that uh let's quickly see the how the IR for HR flow uh from end to end so to understand whenever a employee or a beat the office employee or the non-office broker they can come in and raise a HR case and that HR case will be intercepted by the national language understanding models where they try to understand the intent and determine is that case a critical or a non-critical one so with that understanding if that's a non-critical case and it's a routine case at the same time it just goes through the a search which gonna come out with the relevant search results those are nothing but the search recommendations that way it can present the users with what would be the helpful articles or the catalog items for them and that's it parallely in nlu model determines those cases are really critical then rather than uh getting routing them through the air search it directly routes them to the queue what is uh present or whatever plan for the current uh scenarios so that way they can get to the agent rather than waiting on going through that search recommendations so these are the two uh different uh scenarios where we can get through and all said and then even when it goes through this air search and gives out the search recommendations there could be a scenario where the end user might find it or the employee might find it the search recommendations are helpful which is good but in the scenario where they might need more help or they find the search recommendations not very much helpful and every phase of their uh steps they would be presented with the option that if they want to get this case routed to an agent so that's how the end-to-end flow looks like for I of a HR and with that before diving into the exercise uh I want to probably bring up this question of many might be having oh okay we already seen this IR for itsm and now here we have this idea for HR so what's the difference so the difference is this that in issue Auto resolution for itsm whenever a incident is being created those incidents are again similarly intercepted by nlu model but the thing is if there is going to determine if there is any relevant virtual agent topic for which it can be provided helpful so that the virtual agent topics which are actionable flows which gonna surface and provide the required help and walk the user through that virtual agent flow but whereas in IR for HR here though IR routes the user through the recommendations of air search to find the relevant content if there is any it tries to shows them uh whatever that search recommendations in different channels we're going to go through what are the different channels from which they can get those notifications so with that um I'll switch her to the exercise so to start with so we do have a store application uh so if I can switch quickly so that's the issue or resolution for HR so that's a store application where we can request this then we can go back and install it as a plugin but even before doing that uh it does have few prereqs which are the a search the nle workbench and iar as a framework uh it's a plugin in itself and Human Resources scope app so these are the prerequisites or the plugins required uh to get started with iaf or HR so we'll also go in depth of how important uh does the as such have Within These scenarios before going to that let's quickly assume that now that I installed all those plugins and I also have the IR for HR installed so I'm going to start uh now my aim is I want to set up or activate IR for HR to that first I'll go with our familiar settings page under conversational interfaces I'll go to settings so once we are under settings let me click on Virtual agent so under virtual agent we do have this issue Auto resolution uh the status is right now it's turned on we need to make it turned on and if I click on view settings it's gonna take me to the different configurations available for iar as a framework because the configuration for HR and even for the incident if we can see these are all the out of the box configurations let's focus on this HR Core case which is the base table for HR so I can open that app this is where I can configure or try to understand what are the conditions on which I want this IR for HR to trigger so to start with the task configuration once we are here uh in this order resolution configuration we're going to go through different conditions then we can try to make it active by checking this uh check box to start with the task configuration the key thing for us is oh a user turns in they open a HR case but what are the conditions under which the ior for HR intercepts because there should be some uh understanding of the system that it shouldn't be interfering with every case with the end user opens So to that say in out of the box currently what we have is the source should be coming the whatever the source from where the email case or the case the HR case is originating it should be email or it can be self-service and the HR service should be General inquiry and similarly the HR fulfillment type it can be it should be manual and similarly we can also set up the task SLE so what's the time or for how long uh after which the case should be handed over to the human agent so that's one thing right now I simply had this uh Tasker select set up with certain number that said then it comes what would be the exit condition even though now I talked about the triggering condition what are the conditions on which if it satisfy it just exits so the exit condition currently is uh right now I changed it but uh out of the box what you're going to look at is the predicted criticality if it's critical because as we are talking about if a case is critical it should better off hand it over to an agent and similarly if the case is non-english so even that's the other scenario where the case would be handed over to the agent because right now I have a HR it works for English only so with that said then we don't uh the machine learning model or intent to topic map are there is nothing much we need to configure at this point but rather the machine learning model there would be a model here which we point out which gets trained but that said the only thing as an admin we need to be more focused around is the task configuration exit condition and then her now comes other I quickly touch upon the a search piece because that's as a pretty much a big piece um but rather our main focus here is to talk about the notifications and the different response channels so to touch on a search whatever the recommendations we're going to see with ir for HR those are all coming from the a search we are pretty much used to and the good thing here is however how we understand of setting up the Asus that's pretty much similar even here it's basically have a Search application which is connected to a search profile so if I can go here there would be a search profile specific to issue order resolution and within the search profile we do have this search sources like any other AI search profiles so we do give that uh search sources with the certain conditions which are relevant to the HR so that's the only key point where we need to be focusing on okay what's the type of content we want to get surfaced through IR for HR for our employees so that's a one key thing so if we can focus on that it's as simple as because this configuration is already attached and here if you see the search results portal uh what does this mean is whenever we get these recommendations back as notifications if we want to click on those results what's the portal where those results gonna land on so right now it's connected to employee Center so with that uh understanding let's now move on to notification preferences in rahu one of the biggest questions we get is can notifications be personalized and what what can customers do with those oh awesome yeah thanks for the question Marshall uh that's a great one uh let me answer that uh right here so to start with whatever the notifications we see here we have different uh different ways beat the email virtual agent and the other is whatever we see out of the box we can try to activate them and these notifications we already have this pre-configured notification templates which we generally use and if you see the initial recommendation email for example uh it's as it looks like ass and plus any other email notification within our now platform we do have uh different channels over here probably what I can talk about is mainly focus on the virtual agent right now so once we set up this IR for HR uh we also want to make sure because we were talking about the end user they can come in they can open the case from their email and or they can open the case from their portal but that said uh they might not be just uh looking out for the resolutions in those same channels because they will be doing their own works and they will be just going off but that said if you can turn on Virtual agent they would always get that notifications beat in their Ms teams or even within the web portal they can get those notifications and get action upon much more quicker way so to start with uh we'll talk about a virtual agent on notifications so if we can if I can go back and virtual agent settings so first thing uh we need to make sure is we turn on uh the notifications configure web client notifications I would say use notifications that's one uh to make sure we get the notifications in the web portal and the other way is if our virtual agent is set up with or integrated with Ms teams or slack so then what we can do is we'll go to all messaging app Integrations so this is where we will get to see uh the configuration setup so here if you see we try to connect it to Ms teams but also we need to make sure uh we enable the notifications for all users that way whenever a IR notification comes up they can proactively see that and action upon them so that's uh one other place we need to make sure and switching back uh so these are the basic setups so we already have this initial recommendation email or the catalog submitted email uh we have this email notifications and also we have the notification templates for the virtual agent as well which we can uh get to see under if I can type provider and under notifications this is the module where um we can see the notifications which are set up for the Microsoft teams as well so with that understanding I'll now switch to the actual employee experience how it gonna look like before I do uh are there any questions yeah Rahul we have a great question and I think it's back on the um task configuration tab on the setup um and there was a couple conditions we had in there so uh the question is do we have to list English um as part of a consideration so list out that language and also if you could speak to the requirement for General inquiry that would be helpful also okay so if I understand the question correctly uh is the question like okay what would what are the questions or the what are the conditions basically which which should be satisfied for the general inquiry yeah in the general conditions so I think we have something explicitly saying there it must be in English there must be a task type in English um so just clarifying if that is required or is that just the best practice that we recommend yeah sure so to that uh understand right now uh we have yeah two type of conditions one is the triggering condition and the other one is the exit condition the green condition is nothing but what are the conditions which the HR case should satisfy to get the IR for HR uh go through or go through externalium model or go through its a search recommendations so those are the triggering conditions so right now what we have what we have set up here that's as a recommendation uh as we provide but that said it's not a mandate uh because right now whatever the record I'm looking at is pretty much customizable you can always change it because based upon this fulfillment type of the HR service I can change to some other HR service if I have any and similarly the source of contact type right now because mostly we generally go through uh understand the HR cases come through email and service that's why we set up uh or say that the case is coming in from email and cell service are the ones which gonna help trigger this idea for HR and similarly the exit condition here this uh in a way this is in a way non-negotiable I would say the predicted criticality for the exit condition if the predicted case is critical we always want the case to be going into the queue so that the agent can give the proper help directly rather than the end user waiting through these recommendations so that's why that's one mandatory thing and the other condition which which isn't here is the language so which is generally the predicted language should be or if the predicted language is not English that's also the other condition because these two are something we shouldn't be changing I would suggest at this point of time of the release because these are pretty much uh required uh for the proper functioning of irfi HR because it makes sense as I pointed out for by the criticality if it's critical it should always go to agent and similarly IR for HR currently it works for English only and that said the task configuration we can always um customize it according to our needs of whatever the case getting opened what are the conditions which should get satisfied for this to get triggered great yeah and one thing to point out too since I know a lot of customers tend to use the general inquiry um case type quite often just make sure it's set to manual here because if you've created a flow designer or have a service activity workflow behind it that may impact how it's going to work so just note it it needs to be set to manual yeah great Point awesome yeah so with that let's switch to the portal experience so for that I'll quickly go to my employee portal I'll just uh resume the author of an employee this is the end of the year and we are looking for some help around benefits or Insurance Etc so okay I want to open a HR case so I'll and get to the general inquiry okay so these are the genius result I got let me click over that so here yeah it says me okay what is your question so let me uh probably we can talk about um what about some questions like how to sign up for a insurance or we need help or info about the benefits so probably what we can try to see is need info on benefits enrollment so let's [Music] um so let's submit this case and as this HR gate case gets submitted so what generally happens is the area for HR as soon as this case gets created the issue Auto resolution framework it intercepts and the natural language understanding it tries to interpret the intent of the case opened and based upon the description and short description of this HR case and tries to identify its criticality and obviously as I said the critical cases will get routed uh to the general queue so that they can be reached to the agent but if not if it's a non-critical case they are provided with relevant knowledge articles or catalog items for reference and during this whole process whatever we see through what we try to understand is it does give the employee an opportunity that they can request the case can be assigned to a agent at any given point of time so with that let me quickly switch to my virtual agent because I just opened my because my me being a employee generally I'll just open the case I'll just get off so here if I get back to my Ms streams where it's integrated with virtual agent I can see a notification dynamically getting popped up because this virtual agent because this is the place where generally our employees decide we beat in the slack or even the MS teams it's a similar experience of these notifications where we see it's asking me if it if it can provide me some help for this particular HR case which I just opened or should I be asking it to wait for the human agent so what I'm gonna say is why not uh I'll get help now so with that so it's gonna present me with whatever the recommendation articles or the catalog items in thought it tries to surface them if you see so these are the recommendations right uh in front of me and I can quickly uh probably I'll quick go through this benefits enrollment policy I feel this might be helpful to me I click on it it quickly take me to the employee portal which we were talking about which was connected in the configuration it takes me to the TSC portal and shows me that article and if I find it helpful well and good then what I can do is because I read the article I got some help I can say yes it helped me but in the other case way around as well if it didn't help me because it's the sweet part where I say is the help it gonna go through and try to close out or probably I can show you guys right here if I say as they helped you're gonna ask me what are the recommendations it try to understand which helped me because it learns from this feedback in a way and if I click benefits enrollment policy and you can always skip this feedback to be given it's not mandatory but that said once I say that it's still there could be two scenarios where I'm happy with this resolution I'm done with this case or the information is good but probably I need more information or I need to understand more about my issue in that case I can say s keep it open if I do that you're gonna route it back to the general queue if not I can quickly close it so now that I can quickly say help me I'll say no closet so now here we don't need to there is no intervention of in this whole flow the human agent and all the routine HR cases they can be helped by the simple flow of the help with the IR for HR yeah Rahul no additional questions um but maybe as a as a last um a last comment maybe you could just share some of the um you know the favorite capabilities that you've heard from customers or um you know just some wins in their eyes I can focus again on the notifications the end users because they open these HR cases and they might just doing their own work but there are different response channels from where they can get the help read their emails or virtual agent which can be integrated within the MS team slack or within just within the portal or even by SMS because the SMS which is connected through the video notify they can also get these on notifications or the recommendations straight into their phone where they can be provided with the link and they can click from there and get access to the recommendations and all that said even if the worst case for example the case gets opened they try to see some recommendations and employees feel that the recommendations are not helpful then they will send it back to the agent even at that scenario even the agent is empowered with more knowledge that they're gonna see some certain recommendations were sent to the end user but they probably they are looking for more help that's why they are reaching out for the agent they do see all that history of that HR case what happened and that way even the agents can give a better help provide better help for their employees great and we have a couple more questions I don't know if we want to take those or respond to those in a follow-up so if the user didn't react to the solution is there any time limit when real agent checked the incident and work on it yep absolutely So to that point that's where this task basically comes into play so we set up here a certain amount of time be it right now it's 10 minutes or 10 hours Etc we set up a time which is the task here Sunday and we have this reminders option as well as the SLA runs through while it's 50 or 75 percent we send these nudges as email notifications to that employee so that they can see that there is some help being provided if they want to take it up in the other case where the task slm might yeah lapsed and it's over time then it automatically gets routed to the agent so that way there is no human intervention in scriptwise and the other question I see is are these successful interventions by the HR bot logged in the conversational analytics dashboard as a particular deflection oh that's a great question and to this point yes uh whatever these HR cases being deflected or to say they are being tackled by this HR bot I just want to touch upon that quickly whatever the HR bot we are seeing there is just a name of the another user profile we can always change it but that's it a HR bot which means the iaf or HR got intercepted and all these analytics are collected and this IR for HR out of the box comes up with a dashboard uh probably that's for a different session but we do collect these metrics and try to understand what are the cases which have been helped and what are the cases which are being routed to the agent yeah so thank you so much again for presenting today I hope it was helpful for everyone um we will be uploading this to the um YouTube playlist that we have um it's an announcement as well we do have other Academy sessions focusing on all the areas of the platform that might be helpful so if you're looking for more information on any of the topics please go ahead follow the links on the page and now if some of you have probably noticed we have changed the format for the new community forums and we would love love love if you are able to provide any feedback on that we have a link available up here if you scan the QR code or I've also posted it in the WebEx chat as well for you to follow would really really love your feedback um it's invaluable to us and yeah that's it from us we'll see you in fortnite have a good rest of your week guys no thanks guys thank you