Employees today expect workplace support to mirror the convenience of consumer services. When they have questions about policies, benefits, or payroll, they want instant, accurate answers — not a frustrating hunt through portals or long waits for HR callbacks.
For large enterprises with tens of thousands of employees, delivering this level of responsiveness can be daunting. That’s where AI-powered virtual agents, integrated with ServiceNow HR Service Delivery, are making a tangible difference.
By embedding Now Assist into HR chatbots, organizations can respond to “How do I…” style questions with policy-accurate answers instantly. The AI doesn’t just look for keywords — it understands context, applies company policies, and updates responses dynamically as policies change.
The benefits are striking. Enterprises adopting this approach have seen up to 70% deflection of repetitive queries, meaning HR teams are no longer bogged down by basic questions. Employees receive consistent and compliant responses, improving trust in the HR function. Meanwhile, HR professionals are freed to focus on complex, value-adding activities.
More broadly, AI-driven employee support represents a cultural shift. Instead of employees seeing HR as a bottleneck, they view it as an always-available, supportive resource. For organizations competing to attract and retain top talent, this kind of employee experience is a powerful differentiator.
ServiceNow’s approach demonstrates how HR can evolve from being a transactional function into a strategic enabler of productivity and satisfaction. In the age of AI, supporting employees effectively isn’t just about efficiency — it’s about creating workplaces where people feel heard and supported 24/7.
