Now Assist For Hrsd

Enable HR Service Delivery skills to give managers and HR agents generative AI capabilities.

HR agents can prioritize cases based on case sentiment.

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.

Review a snapshot of your HR data health to find gaps before you deploy AI agents. The HR Data Readiness Dashboard scores 32 metrics across six readiness areas. Each metric is flagged red, yellow, or green. Use the results to decide what to fix before you configure AI agents.

Information about the roles and scheduled jobs that are installed.

Information about the roles, tables, and scheduled jobs that are installed with Voice Agents.

Configure the manager insights skill in ServiceNow Otto for HRSD to generate a summary of team data in Manager Hub.

Configure sensitivity detection in the ServiceNow Otto for HR Service Delivery (HRSD) application.

Enable employees to place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center.

Customize the case summarization skill in ServiceNow Otto for HRSD to include summaries of case attachments.

Enable employees to place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HR Service Delivery (HRSD) agent collection.

Activate the HRSD MCP Server to enable AI-driven case management and employee experience on your ServiceNow instance.

Set up ServiceNow Otto for HRSD by installing plugins, assigning roles, preparing your data, and configuring skills, guardrails, and AI agents so employees can get faster, more accurate HR support.

Enable employees to complete tasks, resolve issues, and access information through a conversational experience.

Enable users to access functionality and benefits of the ServiceNow Otto for HRSD – Galileo Inside [sn_hr_na_galileo] plugin by completing a short installation and configuration process.

Place requests to the Human Capital Management (HCM) system using the HR Service Delivery AI agent collection.

Learn which AI skills are auto-activated and which require you to activate and configure. Alternatively, you can duplicate a generative AI skill to experiment with skill settings and configure the skill to fit your business needs.

Customize a Now Assist skill so that agents can use the generative AI skills in HR Agent Workspace and Core UI.

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.

Resolve critical HR requests efficiently with the Resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.

Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked critical.

View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.

With the ServiceNow Otto for HR Service Delivery (HRSD) application, your agents can summarize the customer chat conversations and case details to get the context of the case, generate the case resolution notes, and wrap up cases faster.

Use AI-powered activity response generation to instantly create, review, and refine work notes and comments in HR 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.

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.

Auto-generate a fulfillment/execution plan for a case. Accelerate the resolution process by providing planning support to HR agents.

The HRSD MCP Server allows HR agents and employees to securely access Case and Knowledge Management features through AI applications like Claude.

Install the plugins that provide AI capabilities for HR Service Delivery.

Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.

Reference for the tools available in the HRSD MCP Server.

Create a personalized knowledge model as a Knowledge Graph schema.

The Navigation Assistant AI voice agent provides employees with verbal, step-by-step guidance for HR self-service tasks.

Set up the activity response generation skill in the AI Admin Hub console to enable automated responses in comments and work notes of an HR case.

The Help resolve tuition requests agentic workflow evaluates employee-submitted course information against company tuition policies. It helps employees understand whether their proposed course meets reimbursement requirements and directs them through the pre-approval flow.

Use the HR Service Delivery AI agent collection to complete tasks autonomously.

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.

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.

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.

Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.

Quickly understand the case context and respond to inquiries by using the case summarization skill.

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.

Employees use HR Voice AI agents to perform HR-related tasks such as creating new cases, checking case status, and requesting time off, through real-time voice interactions.

Use the ServiceNow Otto for HR Service Delivery (HRSD) application to summarize the case information, generate resolution notes, and summarize the chat information for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your requesters.

Use the ServiceNow Otto Virtual Agent topics in Employee Center to place requests to the configured HCM system, for example, view details of your time-off balance.

Generate chat and case summaries and resolution notes by using the ServiceNow Otto panel in Agent Workspace for HR Case Management or Core UI.

These roles control who can administer and use generative AI, AI agents, Voice, and Galileo features.

Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow. Optimize HR Case Management, ensuring that cases are handled by the most appropriate teams.

Reference topics provide additional information about user roles, tables, and default configurations in ServiceNow Otto for HR Service Delivery (HRSD).

The sys_gen_ai_filter table includes eight out-of-the-box filters that determines which topics are regarded as sensitive. Each filter is mapped to an HR service that is used to create a case and a chat queue.

Configure the resolution notes generation skill to create concise summaries of case resolutions and enable agents to use the ServiceNow Otto context menu to elaborate or shorten the notes.

The Help resolve tuition reimbursement requests agentic workflow streamlines the reimbursement process by evaluating employee course reimbursement submissions against company policies. The workflow returns a decision of approval, denial, or request for additional information.

Restrict the ServiceNow Otto capabilities for your employee relations cases and define the availability.

After you install ServiceNow Otto for HR Service Delivery (HRSD), you might encounter Restricted Caller Access (RCA) approval messages requesting for an update in the access request.

Limit the Knowledge Base and Content Readiness checks to HR knowledge articles so the results are faster to generate and more relevant.

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.

Get a quick overview of the important information that is related to the ServiceNow Otto for HR Service Delivery (HRSD) application.

Extend table support for the resolution notes generation skill to include additional data sources.

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 an AI agent to help hiring managers to create requisitions more efficiently and accurately on the first attempt by providing the necessary guidance through the agentic workflow.

Use the schedule interviews agentic workflow to collect necessary inputs from recruiters or recruitment coordinators and schedule interviews seamlessly from the ServiceNow Otto panel.

Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.

Requesters can use a conversational, generative AI experience to submit catalog item requests in Virtual Agent. This streamlined experience increases self-service and reduces operating costs.

Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.

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.