--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Integrating with ESM Framework # ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center. ServiceNow Otto for HRSD integration with Enterprise Service Management Integrations Framework provides: * Connection to external HCM systems such as Oracle, or Workday with bi-directional data flow. For example, when an employee applies leave through ServiceNow Otto in Virtual Agent, the leave gets reflected in the configured HCM system. * Provider-agnostic abstraction layer for easy set-up and maintenance of existing iHub integrations, when the provider ecosystem is likely to change. * Easier way to switch service providers. For example, a company's payroll has been changed from one system to another. Though the underlying system has been modified, the Virtual Agent topic related to Payroll works as is. * Allow different provider application for the same use case based on user country. For example, with the same Virtual Agent topic, an employee of one country sends a leave application to Oracle HCM while an employee of another country sends a leave application to Workday. {#integ-now-assist-hrsd__ul_ikf_1bb_dbc} * Graphical user interface (Integration Provider Mapping) to plugin integration services, single place to discover integration services, and grouping of related integration services. {#integ-now-assist-hrsd__ul_sy2_yf5_cbc} ## Set up {#integ-now-assist-hrsd__section_fpy_bxz_x1c} Verify that the [configuration steps](https://servicenow-prod.fluidtopics.net/iCXSkVoDQmKzDkPowvHOZw "Complete the configuration steps to enable your employees place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center.") are complete to use the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center. For more details, see [ServiceNow Otto for HRSD Virtual Agent topics](https://servicenow-prod.fluidtopics.net/ZYbp0Ry1_n9L7r1IgI8mgA "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."). * **[ServiceNow Otto for HRSD Virtual Agent topics](https://servicenow-prod.fluidtopics.net/ZYbp0Ry1_n9L7r1IgI8mgA)** 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. **Related tasks** * [Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/Udwe~9PxNj5mffiKfFO4WA "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://servicenow-prod.fluidtopics.net/hyt22uSUJttLovcrnD5QXg "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://servicenow-prod.fluidtopics.net/53Bh0Mzh2PTcR3ttQGP69Q "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://servicenow-prod.fluidtopics.net/Hv17fIQPSgu9yzRgOfAOpg "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://servicenow-prod.fluidtopics.net/Woi9FJ8qYYN4xbjIhwA57w "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://servicenow-prod.fluidtopics.net/ld_0UZya4QvsT~l4JAogkA "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://servicenow-prod.fluidtopics.net/YyUOhtdOczMl3TRMk0Owng "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://servicenow-prod.fluidtopics.net/YF6~LbZ_7zQ72FuS4LUGSQ "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://servicenow-prod.fluidtopics.net/t2RUd35b2Prckp2Tbynp7Q "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://servicenow-prod.fluidtopics.net/7_Wiwbfzznu25jlyePOEAw "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://servicenow-prod.fluidtopics.net/34PWeY~wq0P~UY2Jl5mpCA "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://servicenow-prod.fluidtopics.net/ltgvTJQRWtHzpmxuS2ZM4A "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://servicenow-prod.fluidtopics.net/tD3UV_B_vW5OjPa3q7IgPw "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use ServiceNow Otto for HRSD -- Galileo Inside to answer HR-related questions](https://servicenow-prod.fluidtopics.net/eik7cJSI9rEf4Zms_oyGkQ "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://servicenow-prod.fluidtopics.net/1JcES_YvoGpOL87jbEtzOg "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://servicenow-prod.fluidtopics.net/jOpRDCQSnQAS5dD_nP8Cpw "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Generate activity responses for HR cases](https://servicenow-prod.fluidtopics.net/cIDa0C3Z8weVXWyGHJR7Yg "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://servicenow-prod.fluidtopics.net/0gak3pu4U2C76PUTNPkC7g "HR agents can prioritize cases based on case sentiment.")