IAG has reported a big lift in HR self-service deflection after moving to ServiceNow Now Assist: 67% in the first month, compared with around 30% from its previous chatbot.
At the same time, it's reworking around 730 HR knowledge articles because some of the underlying content wasn't structured in a way the AI could interpret cleanly, including separating Australian from New Zealand guidance.
If AI is going to answer employee questions, that knowledge work needs to sit inside the implementation scope. How the content is structured, how jurisdictional differences are handled and what the AI can reliably retrieve all affect the service employees get.
IAG is still doing that work while the service is live, so the 67% figure shouldn't be read as proof that the technology alone drove the result.
For organisations planning AI-enabled HR service delivery, I'd assess the knowledge set early enough to shape the scope, effort and budget.