Now Assist for HRSD release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Now Assist for HRSD Release Notes

    Now Assist for HRSD leverages generative AI to enhance HR Service Delivery by improving agent productivity, accelerating case resolution, and enriching employee interactions through AI-powered skills. It integrates with ServiceNow’s HRSD platform and evolves regularly with new features, security improvements, and support for various AI models.

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    Key Features and Enhancements

    • AI-Powered Case and Knowledge Management: Introduced chat summarization, resolution notes generation, and case summaries incorporating citations to improve information accuracy and agent efficiency.
    • Product Tier Framework: Streamlines entitlement tracking, improving visibility of product usage.
    • New Skills: ER interview summarizer, catalog/order guide recommendations based on journey types, sentiment analysis for HR cases, and non-critical case resolution support.
    • Virtual Agent (VA) Enhancements: LLM-powered VA topics with integration to HCM systems for fetching and updating employee data, improved conversational experience, and sensitive request detection to route complex cases to human agents.
    • Security and Compliance: Implementation of Now Assist Guardian to prevent offensive AI content, configurable filters for prompt injection, enhanced ACL roles, and sensitivity detection to reduce false positives.
    • Multi-Model AI Support: Now Assist supports multiple AI backends including NowLLM, Google Gemini, AWS Claude, and Azure OpenAI for flexible deployment.
    • Agent Workspace Integrations: Auto-population of resolution notes in the Close notes field, chat summarization during handoffs, and generation of draft knowledge articles for review.
    • Knowledge Graph Schema: Created for HRSD to leverage existing employee data, minimizing manual input and enriching VA topic responses.
    • Administrative Controls: Enhanced admin experience with ability to enable/disable AI skills and configure state mappings for resolution notes.

    Practical Implications for ServiceNow Customers

    • Agents can expect faster case handling with AI-generated summaries and notes, reducing manual workload and improving accuracy.
    • Improved self-service and VA capabilities provide employees with actionable, personalized responses while ensuring sensitive issues are escalated appropriately.
    • Security enhancements give confidence in safe AI usage, preventing harmful content and maintaining compliance.
    • Support for multiple AI providers and model guardrails ensures flexibility and reliability across different deployment environments.
    • Customers can leverage the Knowledge Graph schema to reduce redundant data entry and improve the quality of AI-driven interactions.
    • Ongoing bug fixes and platform updates ensure stability and performance improvements aligned with the latest ServiceNow releases.

    Version history for the Now Assist for HRSD on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 13.2.3 - June 2026
    • Consistent model support and on prem support
    • Security guardrails and Defect fixes related to content and metrics
    • Gen AI Trace logs improvement
    Version 13.1.5 - May 2026
    No functional changes.
    Version 13.1.3 - April 2026
    • New:
      • Product tier framework to streamline entitlement tracking and improve visibility
      • Case Summary now includes citations to identify the source of information
    • Changed: "Persona assistant" skill renamed to "Employee information summarization"
    Version 13.0.4 - March 2026
    • New:
      • ER interview summariser skill: This skill summarises an interview record in an Employee Relations case
      • Recommend catalog or order guide items for Journey type: This skill identifies relevant catalog or order guide items based on the journey type and description.
    • Changed: Resolution notes skill has been enabled for editing
    Version 12.0.7 - December 2025
    • New / enhancements:
      • The case summarization skill is enabled for the attachment summaries.
      • The resolution notes skill is enabled with NACM for the shortening/elaborating resolution notes summary
      • On the Agent Workspace application, the resolution notes skill is enabled to auto-populate Close notes field
    • Changed: Enhanced security features revisit the ACL roles and access;Support to GPT OSS model
    Version 11.0.7 - October 2025
    • Fixed: Minor fixes.
    • This release is mainly meant to reference the new platform Now Assist October release.
    Version 7.0.11 - October 2025

    Implemented security fixes.

    Version 11.0.2 - September 2025
    Fixed: Minor bugs
    Version 10.0.2 - August 2025
    • New:
      • Added Sentiment analysis functionality for HR cases
      • Now Assist skills support Google Gemini and AWS Claude, in addition to NowLLM and Azure OpenAI.
      • Added support for cloning KB generation skill.
      • Introduced citation support in the content generated by the Email recommendation skill.
    Version 9.0.3 - June 2025 (Yokohama)
    Fixed: minor bugs.
    Version 7.0.9 - June 2025 (Xanadu)
    Fixed: minor bugs.
    Version 9.0.2 - May 2025
    New: Resolve non-critical HR cases.
    Version 8.0.2 - March 2025
    Release for YP1 and HR Service Delivery HR agent collection.
    Version 7.0.8 - March 2025
    Release to reference new XP7 Now Assist platform and AI Agents.
    Version 8.0.0 - February 2025
    • New
:
      • Related record search functionality for Email Reply Recommendations

      • Resolution notes skill now has configurable state mapping

      • Improved time off experience

      • Chat Reply recommendation improvements

      • Case summary is generated during case transfer in UI16

      • Skill Kit: Ways for the customers to build their own skill

    • Fixed
: Miscellaneous bug fixes
    Version 5.0.14 - December 2024
    Fixed: Defects and backport fixes for Sensitivity Detection.
    Version 7.0.2 - November 2024
    • New:
      • Implemented Email Reply Recommendations
        • Supports WWNA (Write With Now Assist) features such as shorten and elaborate
      • Implemented Now Assist Guardian
        • Prevents LLM from using offensive content
        • Provides configurable filters that can be used to prevent Offensive LLM content
        • Logs/prevents prompt injection
      • Created a Knowledge Graph (KG) schema for HRSD
        • A schema with few tables of HRSD is created
        • It helps in implicitly picking certain details of the employee like department, location, HR cases assigned and so on.
        • The details collected from the employee will be reduced as they are picked from the available data
        • A VA topic (Employee Self Visa Request) is created to demonstrate the use of the KG schema is shipped, which picks employee name & country of birth from the available employee details.
      • New LLM based HR VA topics integrating with the HCM system
        • To fetch the feedback given to the current employee
        • To update personal details - email, phone, address, blood type, date of birth
        • To fetch the benefits enrolled
    • Changed:
      • Sensitivity Detection: Reduced the thresh holds to reduce occurrences of false positives
      • Chat Reply Recommendations: Implemented new platform version
        • Supports WWNA (Write With Now Assist) features such as shorten and elaborate
      • Chat Summarization: Implemented new platform version supporting multiple languages
      • Now Assist Analytics: Implemented new platform version
      • Updated the Request Time off VA topic to render the available leave balance along with the available types
    Version 6.0.4 - September 2024
    Fixed a few issues.
    Version 6.0.2 - August 2024
    • Allow HR agents to:
      • Instantly view the summary of a case topic, action items, and resolution offered
      • Generate and record readable resolution notes when they close cases
      • Summarize chats during handoffs and wrap-up, and generate short descriptions of the chat
      • Leverage GAI to enable agents to quickly generate first draft of knowledge articles ready to be published after review
    • Allow employees or admins to:
      • Get direct and actionable responses on customer-specific content using Generative AI in search
      • Enhance self-service using the new LLM powered Virtual Agent experience with a simplified set-up experience
      • Filter sensitive requests like harassment, misconduct complaints etc. be identified by the Virtual agent and get redirected to a human support instead of allowing the VA to respond
    Version 5.0.8 - July 2024
    Fixed a couple of defects.
    Version 5.0.7 - May 2024
    • New:
      • KB Generation with Now Assist
      • Sensitivity Detection as a filter
      • New HR VA OOB Topics
      • Improved VA Topics conversational experience
    • Changed: Including email activity for case summary
    • Fixed: Resolution notes now is supported for UI16
    Version 4.0.1 - February 2024
    • New:
      • Chat interaction summarization for case creation
      • KB Generation (innovation lab)
      • Admin experience updates
      • Case summarization & resolution notes enhancements
      • GAI Powered VA 2.0
    Version 3.0.1 - November 2023
    • New:
      • Chat summarization changes​
      • Resolution notes changes​
    Version 2.0.2 - September 2023

    Now Assist for HRSD enables generative AI capabilities for Case and Knowledge Management to boost agent productivity and deliver faster case resolution for employees.

    • New
      • Chat Summarization and Chat Short Description generation
      • Resolution Notes generation
      • Now Assist Panel with discoverable HR skills
      • Now Assist Admin Experience to turn on/off skills
    • Changed: Case summarization UX improvements with a new summary widget on workspace and UI16
    • Fixed
      • State aware summaries
      • Enforced Model Guardrails
    • Removed: Summarize UI action from top