Agent Central for HR is LTM's ServiceNow-native platform that unifies a curated ecosystem of specialized AI agents, Gen AI skills and agentic workflows to transform modern HR operations and employee service delivery. Powered by the AI Control Tower (AICT), the platform intelligently orchestrates AI capabilities across HR case management, employee support, knowledge delivery, and workforce services, enabling continuous optimization of HR operations and employee experiences.
The AI Control Tower provides centralized governance, oversight, and lifecycle management for the entire AI agent ecosystem, ensuring secure, compliant, and responsible AI operations at scale.
By combining AI-driven intelligence with autonomous execution, the Agent Central for HR enables organizations to improve HR service efficiency, enhance employee experiences, accelerate case resolution, reduce operational effort, strengthen governance and compliance, and accelerate the transition toward self-managing, autonomous HR operations.
Benefits
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Accelerate Autonomous HR Operations through coordinated AI agents and agentic workflows working across HR processes.
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Improve HR Service Efficiency by intelligently classifying, augmenting, and routing HR cases for faster resolution.
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Enhance Employee Experiences with timely, personalized support and faster access to HR information and services.
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Reduce Resolution Times and Operational Effort through intelligent orchestration and automated execution.
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Prevent SLA Breaches and Improve Service Performance through proactive identification of at-risk cases and AI-driven remediation.
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Strengthen Governance, Risk, and Compliance through policy-driven intelligence and centralized AI oversight.
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Drive Data-Driven Decision Making with continuous insights, recommendations, and operational intelligence.
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Enable Continuous Improvement at Scale through a reusable ecosystem of AI agents and agentic workflows that evolve with business needs.
Multi-Agent Intelligence – Specialized AI agents and agentic workflows collaborating across HR service delivery and employee support processes.
Intelligent HR Case Routing – Automatically identify the appropriate COE and HR service to improve case classification, assignment, and resolution efficiency.
HR Case Augmentation – Analyze case details, identify missing information, and proactively gather additional context required for effective resolution.
Predictive SLA Management – Detect HR cases at risk of SLA breaches and recommend remediation actions to improve service performance.
AI-Powered Email Response – Automatically generate contextual responses using HR knowledge articles and historical HR case intelligence.
Knowledge-Driven Employee Support – Deliver consistent, accurate, and personalized HR guidance by leveraging enterprise knowledge and past resolutions.
Reduced Manual Effort – Automate repetitive HR service activities, allowing HR teams to focus on higher-value employee interactions.
Enhanced Employee Experience – Enable faster support, improved self-service, and more seamless employee journeys across HR services.
- Introduced AI-powered multi-agent workflows to automate HR case management, employee support, and HR service delivery on ServiceNow.
- Added intelligent agents for HR case routing, case augmentation, SLA breach prediction, and knowledge-driven email responses.
- Enhanced HR service efficiency and governance with proactive case analysis, and intelligent automation
Interactions Management (com.glide.interaction)
Now Assist for HR Service Delivery (HRSD) (sn_hr_gen_ai)
Human Resources Scoped App: Core (com.sn_hr_core)