Salesforce offers employees the ability to easily update their employee profile, apply for paid leave, change payroll account, and more through conversations with AI agents on Slack or the Employee Portal . Employees want a smooth, easy-to-understand HR experience that lets them focus on their work without any extra work. In reality, HR processes can be complicated and stressful. For example, to complete a simple task like applying for paid leave, employees waste valuable time by switching between multiple systems and contacting HR. This is especially challenging when 90% of HR professionals are already overloaded. AI agents are a lifesaver. In fact, if AI agents were to be fully implemented, Chief Human Resource Officers (CHROs) expect employee productivity to increase by an average of 30% and labor costs to decrease by 19%.
Against this backdrop, Salesforce today announced a new AI-powered feature, Agentforce for HR Service . This is a set of new AI capabilities built directly into HR Service, an HR service solution with an employee portal and administration screen for HR teams. Agentforce for HR Service comes with pre-prepared topics covering the work categories that AI agents can handle, and actions, which are specific steps and tools to perform each task. These are customizable and not only enable employees to solve their own questions and complete procedures, but also improve the efficiency of HR departments, allowing them to serve more employees and focus on complex issues.
Agentforce for HR Service allows employees to easily complete common HR-related tasks through conversations in the familiar environment of Slack and the Employee Portal, eliminating the need to submit tickets, search for policy documents, or navigate multiple systems. The AI agent works on company data, knowledge articles, and policies, and is integrated with major Human Resource Information Systems (HRIS) and Human Capital Management Systems (HCM) to handle tasks such as:
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Provide personalized answers: Employee data and company policies are used to provide answers that are tailored to the employee’s unique situation, such as “Can I apply for a gold corporate card?” The answers are based on the employee’s job role, location and company card policies stored in the knowledge base to determine eligibility.
HR Program Progress Tracking: Allow employees to easily track the progress of employee programs assigned by their managers. These programs are designed to align with each employee’s career progression, providing visibility into progress of training videos, paperwork, and other milestone programs like onboarding and parental leave, and highlighting incomplete tasks to prevent missed deadlines.
HR Case Management: Easily manage inquiries and requests related to leave applications, payroll issues, etc. When an employee asks, “What’s the latest status of my request?”, the app will identify the case without any context and respond with a conversational update on the progress.
Update profile information: Employees can simply use natural language to indicate changes to their address, phone number, last name, etc., and the information in the HR system will be automatically updated, completing the process hassle-free.
Time off application management: You can apply, cancel, and check the remaining days for paid leave, sick leave, public holidays, parental leave, etc. in a conversational format. It provides natural language question and answer services based on a knowledge base and processes in compliance with policies.
Update salary direct deposit account: You can view and edit salary direct deposit account information without logging in to another system. Just tell Agentforce your account information on Slack, and the information will be automatically reflected in the HR system, and the setup will be completed.
Expense submission and tracking: Automate the process of checking reimbursements based on company policy, tracking report progress, and even creating and submitting expense reports, reducing administrative burden.
Escalation to HR: For complex or personal content, HR can smoothly hand over to HR via the HR Service Console. For example, if a sensitive term such as “family tragedy” is detected, the message can be escalated to the HR department, allowing HR to respond with greater empathy and consideration.
SOURCE: PRTimes
