Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace
concept australia Updated Sep 10, 2026 4 min read use-now-assist-hr.md
If you have a sn_hr_core.case_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery (HRSD) application.
Important: Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see AI agents, skills, and agentic workflows on by default.
- Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD)
Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation. - Summarize a Sidebar discussion by using ServiceNow Otto for HRSD
Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application. - Generate a chat reply recommendation by using ServiceNow Otto for HRSD
Generate a reply based on the context of the chat conversation using ServiceNow Otto icon. Chat reply recommendations can help provide agents with quick replies to common questions. - Generate a knowledge article from HR Agent Workspace with ServiceNow Otto for HRSD
Create drafts of knowledge articles that are based on the case descriptions with ServiceNow Otto for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns. - Generate a knowledge article from multiple cases
Create drafts of knowledge articles from multiple cases with the ServiceNow Otto for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information. - Generate an email reply recommendation using ServiceNow Otto for HRSD
Generate an email reply that is based on the case and email context by using the ServiceNow Otto icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity. - Summarize an HR case using ServiceNow Otto for HRSD
Quickly understand the case context and respond to inquiries by using the case summarization skill. - Summarize an ER case interview using ServiceNow Otto for HRSD
Use the ER interview summarization skill to obtain a comprehensive overview of the ER interview, which includes key details such as quick recap, key assertions and responses. - Summarize an ER case using ServiceNow Otto for HRSD
Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details such as allegations, evidences, and interviews. - Generate resolution notes using ServiceNow Otto for HRSD
Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case. - View employee summary reports
View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress. - Summarize actions while transferring an HR case
Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group. - Use Knowledge Graph in ServiceNow Otto for HRSD
Create a personalized knowledge model as a Knowledge Graph schema. - Use ServiceNow Otto for HRSD – Galileo Inside to answer HR-related questions
Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company. - Use the ServiceNow Otto panel in HR Agent Workspace
Generate chat and case summaries and resolution notes by using the ServiceNow Otto panel in Agent Workspace for HR Case Management or Core UI. - Submit an HR request with Gen AI Virtual Agent
Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent. - ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework
Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center. - Generate activity responses for HR cases
Use AI-powered activity response generation to instantly create, review, and refine work notes and comments in HR cases. - Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD)
HR agents can prioritize cases based on case sentiment.
Parent Topic:ServiceNow Otto for HR Service Delivery (HRSD)
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--- title: Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace description: If you have a sn\_hr\_core.case\_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery \(HRSD\) application. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-hrsd/use-now-assist-hr.html release: australia product: Now Assist for HRSD classification: now-assist-for-hrsd topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 4 breadcrumb: [ServiceNow Otto for HR Service Delivery \(HRSD\), HR Service Delivery, Employee Service Management] --- # Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace If you have a sn\_hr\_core.case\_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery \(HRSD\) application. **Important:** Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/now-assist-skills-on-by-default.md). - **[Summarize a chat conversation using ServiceNow Otto for HR Service Delivery \(HRSD\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-chat.md)** Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery \(HRSD\) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation. - **[Summarize a Sidebar discussion by using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/sidebar-discussion-nahr.md)** Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery \(HRSD\) application. - **[Generate a chat reply recommendation by using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/chat-recommendations-nahr.md)** Generate a reply based on the context of the chat conversation using ServiceNow Otto icon. Chat reply recommendations can help provide agents with quick replies to common questions. - **[Generate a knowledge article from HR Agent Workspace with ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/gen-kb-now-assisthr.md)** Create drafts of knowledge articles that are based on the case descriptions with ServiceNow Otto for HR Service Delivery \(HRSD\). Generating article content with generative AI enables you to write efficiently as you address user concerns. - **[Generate a knowledge article from multiple cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/gen-kb-now-assisthr-multi-case.md)** Create drafts of knowledge articles from multiple cases with the ServiceNow Otto for HR Service Delivery \(HRSD\) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information. - **[Generate an email reply recommendation using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/email-recommendation-nahr.md)** Generate an email reply that is based on the case and email context by using the ServiceNow Otto icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity. - **[Summarize an HR case using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-summarize-case.md)** Quickly understand the case context and respond to inquiries by using the case summarization skill. - **[Summarize an ER case interview using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-er-interview.md)** Use the ER interview summarization skill to obtain a comprehensive overview of the ER interview, which includes key details such as quick recap, key assertions and responses. - **[Summarize an ER case using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-summarize-er-case.md)** Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details such as allegations, evidences, and interviews. - **[Generate resolution notes using ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-res-note.md)** Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case. - **[View employee summary reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/employee-summary-lh.md)** View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress. - **[Summarize actions while transferring an HR case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/tcase-now-assist-hr.md)** Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group. - **[Use Knowledge Graph in ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/na-kb-graph.md)** Create a personalized knowledge model as a Knowledge Graph schema. - **[Use ServiceNow Otto for HRSD – Galileo Inside to answer HR-related questions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/use-galileo-inside.md)** Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company. - **[Use the ServiceNow Otto panel in HR Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-panel-hr.md)** Generate chat and case summaries and resolution notes by using the ServiceNow Otto panel in Agent Workspace for HR Case Management or Core UI. - **[Submit an HR request with Gen AI Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/use-genai-hrsd.md)** Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent. - **[ServiceNow Otto for HR Service Delivery \(HRSD\) integration with Enterprise Service Management Integrations Framework](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/integ-now-assist-hrsd.md)** Enable employees to complete actions in third-party Human Capital Management \(HCM\) systems with ServiceNow Otto Virtual Agent topics in Employee Center. - **[Generate activity responses for HR cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/gen-activity-response.md)** Use AI-powered activity response generation to instantly create, review, and refine work notes and comments in HR cases. - **[Analyze sentiments in ServiceNow Otto for HR Service Delivery \(HRSD\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/analyze-sentiments-now-assist.md)** HR agents can prioritize cases based on case sentiment. **Parent Topic:**[ServiceNow Otto for HR Service Delivery \(HRSD\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd.md)
| title | Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace |
| description | If you have a sn\_hr\_core.case\_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery \(HRSD\) application. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-hrsd/use-now-assist-hr.html |
| release | australia |
| product | Now Assist for HRSD |
| classification | now-assist-for-hrsd |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | ServiceNow Otto for HR Service Delivery \(HRSD\)HR Service DeliveryEmployee Service Management |