Now Assist for HR Service Delivery (HRSD)

  • Release version: Xanadu
  • Updated March 5, 2025
  • 2 minutes to read
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    Summary of Now Assist for HR Service Delivery (HRSD)

    Now Assist for HR Service Delivery (HRSD) is a ServiceNow application designed to enhance HR case management by leveraging generative AI capabilities. It helps summarize case information, generate resolution notes, and summarize chat interactions, enabling HR agents to quickly understand context and propose faster resolutions to requesters.

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    Key Features

    • Case and Chat Summarization: Automatically condenses case details and chat conversations to provide clear context for HR agents.
    • Resolution Note Generation: AI-generated notes assist in documenting case resolutions efficiently.
    • Agentic Workflows: Supports agent workflows to streamline case handling within HR Service Delivery.
    • Configuration and Customization: Allows organizations to configure the application to fit their HR service processes.

    Important Considerations

    • Certain Now Assist features may not be available in specific data center environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected, or for self-hosted customers. Availability may vary by region and is subject to updates in future releases.
    • The application uses AI and machine learning, which may not always produce fully accurate or appropriate outputs. Customers are responsible for testing, evaluating, and applying human oversight to AI-generated content, especially in sensitive domains like healthcare, finance, or legal.
    • Data processed by this application is transferred to centralized ServiceNow environments, potentially in different regions or third-party cloud providers like Microsoft Azure, and is managed under ServiceNow’s internal policies.
    • ServiceNow collects input, output, and edit data from this application to improve AI technologies. Customers can opt out of data collection at any time.

    Getting Started and Support

    • Customers should configure the application to activate its AI capabilities for HR service delivery.
    • Support resources include the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy when deploying this application.

    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.

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    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.
    Important:
    Some Now Assist products/features are currently available only for customers in some regions. Be sure to 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.