ServiceNow Otto for HR Service Delivery (HRSD) release notes
The ServiceNow Otto for HRSD application brings generative AI to HR Service Delivery. Summarize case and chat information, and generate reply recommendations so that agents can propose quick resolutions. ServiceNow Otto for HRSD was enhanced and updated in the Australia release.
About ServiceNow Otto for HR Service Delivery (HRSD)
- As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface.
- As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool.
- As a manager, select and preview feedback templates when requesting feedback.
- As a manager, review a summarized view of an employee's recent feedback on the feedback page in Manager Hub.
- View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests.
See ServiceNow Otto for HR Service Delivery (HRSD) for more information.
Activation and other requirements
- Activation information
Install ServiceNow Otto for HRSD by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
July 2026
The ServiceNow Otto for HRSD application brings generative AI to HR Service Delivery. Summarize case and chat information, and generate reply recommendations so that agents can propose quick resolutions. ServiceNow Otto for HRSD was enhanced and updated in the Australia release.
What's changed
- Large language models on the ServiceNow AI Platform®
- The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
Australia
The ServiceNow Otto for HRSD application brings generative AI to HR Service Delivery. Summarize case and chat information, and generate reply recommendations so that agents can propose quick resolutions. ServiceNow Otto for HRSD was enhanced and updated in the Australia release.
What's new
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Streamline feedback collection and review using the Employee feedback collection AI agent
- As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee’s recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights.
- Generate onboarding ramp-up plan
- The Generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist Virtual Agent and add new services through a conversational experience.