How it works
Employee state turns generic answers into relevant guidance.
Intent + approved knowledge + minimal employee context = trusted, actionable response.
Employee
“What do I need to do for open enrollment?”
1
Ask
Teams chat
2
Identify
Entra ID / SSO
3
Retrieve
ServiceNow KB
4
Contextualize
Workday / HR ctx
5
Ground
AI Search + OpenAI
6
Answer
Cited, next-step
7
Escalate?
if low confidence
HR Digital Buddy · Sample grounded response
Your open enrollment window closes Friday. Your elections are in progress — 2 of 4 benefits chosen. Next step: complete medical and dependent-care elections in Workday.
ServiceNow KB-2041 Workday Benefits HR Policy SP-Open-Enrollment-2026