Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated May 4, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for HR Service Delivery (HRSD)

    The ServiceNow® Now Assist for HR Service Delivery (HRSD) application allows users to summarize case information, generate resolution notes, and compile chat interactions. This functionality helps agents quickly understand context and propose faster resolutions for requesters.

    Show full answer Show less

    Key Features

    • Generative AI Capabilities: Leverage AI skills to enhance service delivery.
    • Configuration Options: Customize the application to fit your organizational needs.
    • Data Handling: Understand data transfer and processing requirements, including compliance with ServiceNow’s policies.
    • Human Oversight: Emphasizes the necessity for human review of AI-generated outputs, especially in critical areas.

    Key Outcomes

    By utilizing Now Assist for HRSD, organizations can expect improved efficiency in case management and chat interactions. However, users must remain aware of AI limitations and ensure compliance with data handling policies. Regular updates on feature availability will be provided, particularly for customers in restricted environments.

    Use the ServiceNow® Now Assist 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.

    Get started

    Important:
    Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Please check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about HR case data (Case Assist and KB Generation) and chat transcripts (Chat Assist), including related comments and work notes. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.