The role of generative AI in the ServiceNow HRSD portal
The Gen AI Search in EC Pro as it stands today is a really cool feature. And again, I kind of go back to, you said, “Everybody's talking about it, it's the buzz.” Right? I'm excited about it and I love that. But I do want to stress that everything with ServiceNow really is a crawl, walk, run methodology. So first I want to set the expectation that if you're doing a brand new implementation of HRSD, you really don't want to go down the Gen AI road with your initial launch. What we want to do is we want to let the machine start to learn from your employees and learn their behaviors before we turn that feature on because otherwise it's going to be a bumpy road in the immediate. But I'll move past that and talk about, from an HR perspective, it's really building out this very cool world. When I used to work in HR Ops, I used to always jokingly say, “Well if I had a nickel for every time I was asked X, I wouldn't be working here anymore.” And I feel like Gen AI has really designed to solve that, right? Because it starts to really understand the personas of your employees and it starts to understand employees who work in this location and do this type of job regularly ask, “X”, and it starts to, as the employees asking the question in the search box, it starts to really serve up what has been most meaningful to other employees when they've asked a similar question.
https://www.youtube.com/watch?v=WFMTdxK7F_8