welcome to 100 days of service now I'm your host klie Alexander and today I'm joined by my colleague hrsd expert Alex sheii let's welcome Alex sheii to 100 days of service now boom boom boom boom boom what it do Alex great to be here thanks for letting me on your podcast excited to talk to you about all things HR today yeah so what are we talking about today Alex so we're going to get into some of the predictive intelligence and machine learning features that service now just rolled out for hrsd exciting time in service now because with the Vancouver release and then moving forward with the Washington release we're seeing a lot of generative AI predictive intelligence machine learning now assist tell me the difference between all of those and those intersections yeah absolutely so I feel like everywhere you go these days you're hearing AI this chat GT that so service now has predictive intelligence which is the system's ability to propose solutions to agents based on things like cases and knowledge-based articles that uses similarity framework service now just came out with the now assist which is their we'll call it flavor of machine learning which goes and complements that predictive intelligence really well we can do it to leverage things like you know case summarizations for HR and really those uh personalized responses for things like virtual agent conversations so you're talking about case summarization you said that now assist is uh service now's flavor of machine learning I love the way you said that you know just two weeks ago I was in Las Vegas for service now sko walking down the strip living the life and I kind of manifested this because I said there's one person that I really want to meet so as I'm walking I'm walking by myself who is approaching me no one other than Dave Wright service now Chief Innovation officer and I have been following his writings on LinkedIn one of the things that he said is that 2023 is the year that uh generative AI is like the new thing sort of like a novelty but the imperative for us in 2024 or is to really put generative AI to work so I'm excited to hear how you're going to be talking about that in our conversation today so can you share a little bit about what are some of the challenges that organizations are facing around HR Service delivery and how does machine learning now assist help to address that yeah absolutely I think you know some of the common pain points that we hear I hear all the time with HR departments are you know slow resolution ution times huge case volumes a lot of redundant tasks you know lack of self-service options and those are all things that you know we can kind of help eliminate or reduce significantly by leveraging these new tools you know whether that's self-service and something like a portal which I think we have a screenshot of that coming up I'm a huge proponent of that one start or One Stop Shop to get you know what you need in in one place also you know like I said those personalized answers based on you know the information that the system has really gets you know what I need done quickly so I can go back to my job as an end user and also it can help kind of again reduce that noise and that redundancy for HR agents working on those cases we talked about reducing noise and redundancy when you said that it reminded me of my time at a former employer where I was in a past life I was a teacher and one of the things that my my manager had to take care of was managing when I would be off work or when other teachers would be off work and then having to bring in substitute teachers to cover classes that process was in and of itself a mammoth task to have to deal with because imagine every day you have dozens and dozens of teachers at just one school at one location and having to manage all of that and teachers not just being sick but they have to go to a conference are they going on a field trip and then some of the kids are being left behind they need to be managed that means another teacher needs to be there so I'm thinking about that type of noise and that type of headache I'm thinking that what you're talking about would help to alleviate a lot of that talk to me it absolutely would alleviate a lot of that I think that that is a a great situation and a a good kind of use case for this I'm sure it was really difficult not only for you to know where to go to request that and have to do it so often It's probably hard for the people on the back end to work that for you and all the other teachers and substitutions and schedules I think that that does sound like quite a bit of noise and that's you know exactly what the service now platforms kind of here to help collie do me a favor let's pull up that first screenshot and I'll kind of talk you through absolutely I'm so excited to talk about this all right let's do it so what we're looking at here is a screenshot of the new portal that service now came out with is the employee Center and why I love talking about this so much is because this now gives people a one stop or one start shop however you want to say it but this allows you in your specific example to navigate to one place whether you need HR help for your PTO or you need something for it or you have a legal question I'm not having to go to eight different portals um it's just one place which is kind of the first step and making making that an overall you know kind of better experience not only do do we have the taxonomy here we can also leverage all of those great portal features like Enterprise search you know quick links all of those things to kind of help the personalized journey and again get you what you need quicker right I I love that because you know at the end of the day you know I think back to my time as a as an elementary teacher the best use of our vice principal time was not trying to figure out you know what substitute is covering room 12 right so can you imagine just how that level of efficiency helps the entire organization to operate you know more optimally so I I love what you're talking about when we when I'm looking at this slide am I to understand that this is these are self-service functions is that correct they absolutely can be so anything that we see here whether it's compensation whether it's Career Development we can set this up and leverage the system in a way that empow ours users to submit the right case types or maybe even deflect cases using knowledge articles that's a huge paino that I hear all the time you know hey we have policies and procedures in place today nobody uses them and a lot of the time it's because nobody knows where to find them so how do we solve that we put it all in one place and we make it really easy to access yeah this this looks like a dream and it's it's it's a lot better than than things that I've dealt with in the past and audience folks that are out out there right now tell me is this the type of experience you've had with your HR service I'm curious about what were those manual processes like what were some of those headaches that you experienced that that would really help us should I move to the next slide here Alex yeah let's go ahead and talk about the next one all right so this one's a really cool slide for me so this is showcasing the virtual agent which again is one of those features that we can leverage for self-service in the portal but with the new now assist which again is service now's geni tool we can start to take that data that's in the system the solution gets trained after we turn on the plug-in and we can start to get this is a great example of one of those personalized conversations hey my PTO request is changing obviously we can't uh we can't uh change when our wife goes into labor so instead of stressing out about that having to go and scramble and contact your manager if you have approval policy or whatever you need to do to change this the system is going to give you two options and then we can kind of go from there so those pre-baked in policies take all of the guess work out of it for stuff like this so ex tell me a little bit more about this because this is very intriguing when you talk about virtual agent you're training the model on a particular set of data and and my understanding that it's based on like a set of like so these are like the top 10 these are the top 20 issues that we see come up again and again in our organization we can go ahead and train our model to give some self-service answers here tell me a little bit more about that absolutely so you know how we mentioned that predictive intelligence and now assist kind of play off of each other well there's certain things on the back end like you know natural language understanding where our chat box can start to see what we're typing and then start to predict Ive intelligence those procedures that'll be helpful but the now assist again it's turning on that plug-in and you guys probably hear it all the time with all these AI conversations the more you use the tool the smarter it gets and the better the solutions provided are so you know this now assist generative AI it's looking at everything in the system to really give those pinpointed answers and again the longer we use it the better and more accurate these get I like that this is sort of like building sort of like muscle memory within generative AI the more you use it the the smarter it becomes and I imagine that organizations can find this becoming more and more useful over time the more they use it uh the more valuable of a tool that it becomes absolutely and the more use cases we find for it you know oftentimes HR will come to us and we'll have you know a specific subset of use cases with something like this you know and just with the platform being so scalable certainly something that you can grow into and the solution's going to grow with you absolutely really beautiful there yeah if you all are watching this right now you will see a QR code on the screen that QR code is for you to scan and if you're not able to scan it no worries this link is going to be this link you can find also in the description for this live stream it is to schedule a working session with us to get a little bit more information and insight into your HR processes that are giving you some some trouble and how we can help you to find a solution that can help your processes and HR Service delivery be buttery smooth so we're going to talk a little bit more about that but I wanted to point that out for you now Alex should I go on to the next slide absolutely let's do it all right what we're looking at at this next slide is probably one of my favorite features on on the platform it resonates with me heavily and I'll tell you why in a second but we're looking at the agent assist in HR agent workspace so this leverages that predictive intelligence to not this is really where we're helping our HR agents cut down on that noise you know we were talking about it reduce that redundancy in their day-to-day job and really get things done faster so this pulls from the predictive intelligence and this will recommend knowledge-based articles recommend procedures if we're leveraging the now assist this will do things like summarize the the case summarize the tasks within a parent case it'll summarize your messages back and forth so let's say I opened up a case in Virtual agent and it transferred over all of these things can be leveraged by our agents to get this done quicker and to boost that efficiency why I personally love this one so much is I in a previous life worked HR in the Navy and we did everything so manual part of you know my job duties was fixing people's pay stubs which if you think about that when your pay stub is messed up you want it fixed like yesterday right yeah but I had 20 steps in between when I got you know the ticket versus when the actual work got done whether that was manual filing don't even get me started on scanning you know it took a lot of time so I was averaging about a week per you know fixing somebody's pay if I had something like this I could have gotten it done so so much faster dare I asked did you ever have to work with triplicate papers like no I'm glad I I'm glad I didn't those those sound intense man I I worked at the fire department and we often did a lot of things with triplicate right so you have a piece of paper in a stack three you know three layers and so you write it and so I keep one you give one to somebody else and then when they take it to the next person they have the other one right so you have these these triplicates right and he and then that goes into like a three- ring binder oh my last the only time I think I've ever used those is when I took my car for an oil change and you like I always yes but I couldn't imagine having to you know keep one copy as an attachment scan one copy and and try to email it somewhere again this is where a solution like this comes in handy because everything's all in one place I needed to go back and look at that paper or do whatever or attach it to an email I can do that all right here from from my HR agent workspace and I can also leverage these awesome tools to you know speed up my time on whatever crazy triplicate paper I'm using I am I'm glad that I never had to do those those sound like a lot yeah you know and I and I think about that because you know using those triplicates and those various other manual processes it did require us to have a extreme level of organization right we did it in triplicate to make sure that certainly at least if two people lose this at least certainly one person will have it right so it's like the backup for the backup so I'm imagining right having organizations that work with these manual processes that there's an already a sense of how important organization is so imagine now they already have that in place now we're layering on technology to make processes run smoothly right so those organizations are already primed for a technological solution because organizationally that step is already in place does that make sense it does it absolutely does and we're seeing it more and more where the process is locked down but it's taking so much time by the time you know we're doing an implementation those customers are ready it makes things a lot a lot easier and honestly the the look on folks face when you when you tell them that they don't have to scan or that you don't have to go into a file you know I always talk to people about audit Trails anything we do on service now is is tracked so you never run that risk of if I lose the first copy you know and you lose the second copy then we're you know not in a not in a good spot so I love what you said about organization you know kind of having that pre-built and it's really there to supplement these these processes for these HR departments really making their life better sure and is this exciting to see how our customers are able to leverage processes that they already have in place and then we are able to help them take it to a Next Level we have this QR code do you want to tell us tell folks a little bit more about that Alex yeah absolutely so if you guys like the conversation and want to continue talking to us please take a second scan that QR code we'd love to continue these conversations with each and every one of you about how maybe some of the features that we talked about could help your HR departments I always love nerding out on on HR process stuff so take us up on that scan that QR code we'd love to chat with you absolutely you know and at Glide fast we provide the commitment consistency and the expertise that service now customers deserve on their investment we would love to have a conversation with you scan that QR code or go to the the description of this video and you can click on the link and we love to have a conversation it's a workshop it's a working session it's completely free it allow us to better see if there's a fit and a match for how we might be able to help your HR Service delivery processes Alex I want to thank you so much for joining the stream you are always so much fun I cannot wait to see you again in person and to have you back on the stream back ATA thanks for letting me uh letting me chat with you today it's so much fun of course so take good care now all right bye bye so listen don't go nowhere that Alex sheii she is something else HR Service delivery she eats sleeps and drinks that she's such a pleasure to work with and when you come to Glide fast Consulting Alex is the type of person that you'll have your side working with you shoulder-to-shoulder making sure that you're getting everything that you want out of your service now investment and speaking of some of my great colleagues on February 20th I'm going to be joined by hrsd expert Lynn ballerini 25 years in the game in fact it is her design for hrsd that was the early beginnings of what we know to be hrsd and service now today so we're going to be in a great conversation talking about the five insights into HR Service delivery in a post-pandemic world so that's going to be a really great conversation so listen I have enjoyed having you on this episode of 100 days of service now remember be kind and stay curious and I will see you next time [Music] bye [Music]