Exploring Now Assist for HR Service Delivery (HRSD)

  • Release version: Australia
  • Updated March 12, 2026
  • 6 minutes to read
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    Summary of Exploring Now Assist for HR Service Delivery (HRSD)

    Now Assist for HR Service Delivery (HRSD) leverages generative AI to empower HR agents by summarizing chat conversations and case details, enabling faster case resolution and enhanced context awareness. It supports agents in quickly understanding case context, generating resolution notes, and wrapping up cases efficiently. Employees and administrators also benefit from AI-powered search and an improved Virtual Agent experience for self-service.

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    Key Features

    • Chat Summarization: AI-generated summaries cover all handoff points including Virtual Agent to live agent and live agent to live agent, accelerating wrap-up times by populating summary fields and short descriptions automatically.
    • Case Summarization: Provides concise summaries of cases including issue details, actions taken, SLA status, attachments, and resolution info. Agents can refresh and post summaries to work notes.
    • Resolution Notes Generation: Automatically creates resolution notes when a case is closed, which agents can accept or edit before saving.
    • Knowledge Generation: Enables agents to create knowledge articles from cases during resolution or closure, facilitating knowledge sharing.
    • Sensitivity Detection and Redirection: Out-of-the-box filters detect sensitive topics (e.g., workplace safety, compensation) and redirect employees to live agents or case creation as appropriate, with options to bypass false positives.
    • Sentiment Analysis: Provides sentiment scores (-5 to +5) to help agents prioritize cases by emotional tone, integrated within HR Agent Workspace and core UI.
    • Now Assist Panel: A conversational interface within Agent Workspace for on-demand chat and case summaries.
    • Galileo Inside Integration: Offers access to HR articles and industry research from The Josh Bersin Company, combining customer KB content and Galileo library resources with AI-powered Retrieval-Augmented Generation for accurate, domain-specific responses.

    Practical Benefits for ServiceNow Customers

    • Accelerates HR case handling by automating context gathering and documentation.
    • Improves agent productivity and consistency through AI-generated summaries and resolution notes.
    • Enhances self-service and employee experience with AI-powered Virtual Agent improvements and knowledge access.
    • Ensures sensitive topics are handled appropriately, maintaining compliance and employee trust.
    • Supports informed decision-making and prioritization via sentiment analysis.
    • Integrates seamlessly into Agent Workspace, offering an intuitive UI for AI assistance.

    Activating and using these capabilities involves configuration through the Now Assist Admin console and leveraging them within Agent Workspace for HR Case Management. This solution is designed to help ServiceNow customers streamline HR service delivery, reduce case resolution times, and improve overall service quality.

    With the Now Assist 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.

    Now Assist for HR Service Delivery (HRSD) Overview

    The following generative AI capabilities are available for an agent:

    • A case summary provides an agent with a concise summary of a case. It ​enables an agent to get the context by gathering information about an issue and taking actions more quickly​. It ​also enables an agent to refresh and post the summary to the work notes.
    • The case resolution notes can help an agent to wrap up cases faster and provide the context about the case resolution to the other agents who might encounter similar cases.
    • An interaction chat history provides the context about the chat conversation between the agents and requesters at different points of the handoff, such as when the Virtual Agent conversation chat history is handed off to a live agent.
    The following generative AI capabilities are available for employees or administrators:
    • Get direct and actionable responses on customer-specific content by using generative AI in search.
    • Enhance self-service by using the new Now LLM Service powered Virtual Agent experience with a simplified set-up experience.

    Now Assist for HR Service Delivery (HRSD) Skills

    The Now Assist for HRSD application includes the generative AI skills and features that enable your agents to understand the chat and case context so that they can propose resolutions to the requester more quickly.
    Chat summarization
    Provides an agent with a chat summary of all points of the handoff, including the Virtual Agent conversation and the live agent conversation:
    • Quick action summary: Provides a concise summary of the interactions with the quick actions that the agent took.
    • Virtual Agent handoff summary: Summarizes the chat when Virtual Agent hands off the chat to a live agent​.
    • Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
    • Chat wrap up summary: Accelerates the wrap-up time by populating the full chat summary when a conversation ends.
    • Chat wrap up short description: Accelerates the wrap-up time by populating the short description that summarizes the requester issues when the conversation ends​.

    For information on activating the chat summarization skill, see Configure chat summarization and chat reply recommendation skills in the Now Assist Admin console. For information on how to use the skill on Agent Workspace for HR Case Management, see Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD).

    The following example shows an AI-generated chat summary.
    Figure 1. AI-generated chat summary
    AI-generated chat summary that is shown to the agent in Workspace. For the text description of the workflow, refer to the following list.
    • 1: The agent accepts the chat with the requester and gets any additional details.
    • 2: The agent provides the details and ends the conversation.
    • 3: The chat summarization skill automatically updates the short description in the Short description field.
    • 4: The chat summarization skill automatically updates the chat summary in the Chat Summary field.
    Case summarization
    Provides an agent with a concise summary of a case, including the issue, actions that were taken, SLA, attachment summary and resolution information, depending on the state of the case. An agent can view a case summary to understand the case context, refresh the summary, and post the summary to the case work notes.

    For information on activating the case summarization skill, see Configure case or incident summarization in the Now Assist Admin console. For information on how to use the skill on Agent Workspace for HR Case Management or Core UI, see Summarize an HR case using Now Assist for HRSD.

    The following example shows an AI-generated case summary.

    Figure 2. AI-generated case summary on Agent Workspace for HR Case Management
    HR case summary that is generated by Now Assist in the Workspace.
    Resolution notes generation
    Automatically generates the resolution notes for an agent when the state of a case is changed to Closed Complete. An agent can accept the AI-generated notes or edit the notes before saving it to the case.

    For information on activating the resolution notes skill, see Configure Now Assist for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management, see Generate resolution notes using Now Assist for HRSD.

    The following example shows the AI-generated resolution notes.

    Figure 3. AI-generated resolution notes
    Add resolution notes dialog box with generated resolution notes that read "Provided link to Career Level Guide for Solution Consulting."
    Knowledge generation

    Enables an agent to generate a knowledge article from a case after proposing a resolution or closing the case.

    The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft.

    Redirection for sensitive topics

    Certain subjects, such as workplace safety or employee compensation, might not be suited for generative AI conversations. Now Assist for HR Service Delivery (HRSD) includes out-of-the-box filters to detect sensitive topics.

    The admin activates the filters or creates custom filters to enable the Virtual agent to detect if these kinds of subjects are included in the conversation and offer the following redirection options:
    Live agent
    The employee is redirected to the relevant chat queue to connect with a live agent.
    Case
    The employee can open a case, which is assigned to the respective HR service.
    Proceed, this is not sensitive
    In situations where the LLM incorrectly identifies a phrase as a sensitive topic, employees can opt to continue the interaction with the Virtual Agent.

    Options for detected sensitive topics

    For more information on the out-of-the-box filters and how they are mapped to chat queues and HR case services, see Sensitivity detection filters mapping.

    For information on setting up sensitivity detection, see Configure sensitivity detection.

    Sentiment Analysis

    Sentiment analysis helps agents prioritize cases based on a sentiment score ranging from -5 to +5 to represent extremely negative to extremely positive. It is available in both the HR Agent workspace and core UI views.

    For more information on using sentiment analysis in HR Service Delivery, see Analyze sentiments in Now Assist for HR Service Delivery (HRSD).

    Now Assist panel in the Agent Workspace for HR Case Management

    The Now Assist panel provides agents with a conversational interface that they can use to request the chat and case summaries on demand.

    For more information about the Now Assist panel, see Use the Now Assist panel in HR Agent Workspace. Now Assist panel menu in Workspace.

    Now Assist for HR - Galileo Inside

    Enable users to access HR articles and industry research from Galileo by The Josh Bersin Company in the Now Assist panel or Now Assist Virtual Agent.

    HR professionals, managers, and employees can submit queries on topics including company-specific policies or industry-wide best practices. Now Assist for HR - Galileo Inside generates responses based on the KB articles on the customer instance, as well as articles and documents in the Galileo library.

    Galileo Inside responses contain in-text citations and source URLs

    Galileo Inside uses Retrieval-Augmented Generation (RAG) to generate responses to user queries based on relevant articles and research, delivering accurate domain-specific information in real time.

    A one-time configuration provides continuous access to the Galileo library with monthly updates to ensure users have the latest information. For more information, see Configure Now Assist for HR - Galileo Inside.