Self-Service Agent

Self-Service Agent is a conversational AI capability that helps employees and managers get HR answers, find relevant information, and complete common self-service tasks. It understands who the user is and tailors responses based on Workday data, role, permissions, and context.

Sana is Workday’s agentic AI experience. It is the conversational interface people use to ask questions, get guidance, and take action. Self-Service Agent is one of the Workday-built capabilities Sana can use to help employees and managers resolve HR questions and complete self-service tasks. In other words, Sana is the experience and orchestrator; Self-Service Agent is part of how Sana handles employee questions and cases.

Self-Service Agent helps reduce the friction employees and managers face when they need HR answers or support. Instead of searching across systems, documents, policies, or submitting a ticket, they can ask a question in natural language from any surface (Slack, Teams, Gemini, Claude) and get guided support for common needs like time off, pay, benefits, personal information, policies, and team-related tasks.

Self-Service Agent handles routine employee and manager questions before they become tickets. By surfacing answers, summarizing relevant policy information, and guiding users through common actions, Self-Service Agent helps deflect repetitive inquiries so HR teams can focus on more complex and strategic work.

Employees can get help with common self-service moments such as requesting time off, viewing pay information, managing personal details, checking benefits information, creating goals, starting reviews, or accessing feedback. Managers can get team information, review time-off and schedule details, view worker history, check learning progress, and take action on team-related requests.

Employees and managers can access Self-Service Agent through Sana, Workday’s agentic experience for getting HR answers and taking action. Sana can support employees inside Workday, in the mobile Workday app, and in business apps where people already work, such as Microsoft Teams, Slack, Gemini, and other partner platforms depending on availability and deployment. Self-Service Agent is one of the Workday-built capabilities Sana uses to help employees and managers resolve questions, complete common HR tasks, and reduce the need to submit a case.

Self-Service Agent is the next evolution of Workday Assistant. It moves beyond basic natural-language search and task navigation to a generative AI-powered, conversational experience that can support complex, multi-turn conversations, provide more contextual guidance, summarize information, and help users complete actions in a more intuitive way.