--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Explore # Exploring ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Exploring ServiceNow Otto for HR Service Delivery (HRSD) ServiceNow Otto for HR Service Delivery (HRSD) leverages generative AI to empower HR agents and employees by streamlining case and chat management. It helps agents quickly understand customer chat conversations and case details, speeding up issue resolution and case wrap-up. The application includes AI-driven summarization, resolution note generation, and knowledge article creation to enhance agent productivity and consistency in HR service delivery. Show full answer Show less ## Key Features * **Case Summarization:** Provides concise summaries of case details, including issues, actions, SLAs, attachments, and resolution information. Agents can refresh and post these summaries to work notes to stay informed and expedite case handling. * **Chat Summarization:** Offers summaries at various handoff points---Virtual Agent to live agent, live agent to live agent---and accelerates wrap-up by populating chat summaries and short descriptions automatically, ensuring agents have context without manual effort. * **Resolution Notes Generation:** Automatically creates resolution notes when cases are closed. Agents can accept or edit these AI-generated notes, improving documentation quality and speed. * **Knowledge Generation:** Allows agents to generate knowledge articles directly from cases after resolution, facilitating knowledge sharing and reducing repetitive inquiries. * **Sensitivity Detection and Redirection:** Detects sensitive topics such as workplace safety or compensation using out-of-the-box or custom filters, redirecting employees to live agents or appropriate case services, while allowing continuation if a false positive occurs. * **Now Assist Panel:** Provides agents with a conversational AI interface to request chat and case summaries on demand within Agent Workspace for HR Case Management. * **Now Assist AI Helper -- Galileo Inside:** Integrates access to HR articles and industry research from Galileo by The Josh Bersin Company, combining customer knowledge bases and external research using Retrieval-Augmented Generation (RAG) for accurate, domain-specific responses. * **AI Model Providers and Configuration:** Supports multiple AI models including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable through AI Control Tower and AI Admin Hub for tailored skill preferences. ## Benefits for ServiceNow Customers * **Accelerated Case Resolution:** Agents gain immediate contextual summaries and resolution assistance, reducing time spent understanding cases and improving response times. * **Improved Agent Efficiency:** Automated summarization and note generation minimize manual documentation tasks, allowing agents to focus more on direct support. * **Enhanced Self-Service and Knowledge Management:** Employees receive accurate, actionable answers via generative AI search and Virtual Agent enhancements, while agents can easily create and maintain knowledge articles. * **Sensitive Issue Handling:** Automated detection ensures sensitive HR topics are handled appropriately, maintaining compliance and employee trust. * **Seamless AI Integration:** Flexible AI model options and centralized configuration allow customers to optimize AI capabilities according to their organizational needs and compliance requirements. ## Practical Application ServiceNow customers implementing Otto for HRSD can expect to streamline HR case and chat workflows by deploying AI-powered summarization, automated resolution note creation, and knowledge generation. Agents will benefit from reduced manual workload and improved case context access, while employees receive faster, more accurate support. Sensitivity detection safeguards ensure proper escalation and routing of delicate topics. Additionally, integration with external HR research resources via Galileo Inside enriches the quality of information available to users. With the ServiceNow Otto 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. ## ServiceNow Otto for HR Service Delivery (HRSD) Overview {#explore-now-assist-hr__section_qlx_pp4_cyb} 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. {#explore-now-assist-hr__ul_bdf_dzn_vyb} 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. {#explore-now-assist-hr__ul_ekm_y5j_l1c} You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## ServiceNow Otto for HR Service Delivery (HRSD) Skills {#explore-now-assist-hr__id_hwz_bl5_tyb} The ServiceNow Otto 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. {#explore-now-assist-hr__ul_aw1_thh_wyb} For information on activating the chat summarization skill, see [Configure chat summarization and chat reply recommendation skills in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=configure-chat-summarization-in-the-now-assist-admin-console&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). For information on how to use the skill on Agent Workspace for HR Case Management, see [Summarize a chat conversation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/5G_ZpbMWQkJGq6HsZ8Ctqw "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."). The following example shows an AI-generated chat summary.Figure 1. AI-generated chat summary : * 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. {#explore-now-assist-hr__ul_zkc_3zw_3zb} 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 AI Admin Hub console](https://www.servicenow.com/docs/access?context=configure-case-or-incident-summarization-in-the-now-assist-admin-console&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). For information on how to use the skill on Agent Workspace for HR Case Management or Core UI, see [Summarize an HR case using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/fGWFcttFk_cRFGrDG_G6UQ "Quickly understand the case context and respond to inquiries by using the case summarization skill."). The following example shows an AI-generated case summary. Figure 2. AI-generated case summary on Agent Workspace for HR Case Management 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 ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/9jSaPRMaz6a6147xbGen2w "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI."). For information on how to use the skill on Agent Workspace for HR Case Management, see [Generate resolution notes using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/EIp7V9r6zy61WMwacj1HMQ "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."). The following example shows the AI-generated resolution notes. Figure 3. AI-generated resolution notes 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 {#explore-now-assist-hr__section_f1d_gf5_dfc} Certain subjects, such as workplace safety or employee compensation, might not be suited for generative AI conversations. ServiceNow Otto 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. 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](https://servicenow-prod.fluidtopics.net/sEMTAs67~Ws2GG1F_f33ug "The sys_gen_ai_filter table includes eight out-of-the-box filters that determines which topics are regarded as sensitive. Each filter is mapped to an HR service that is used to create a case and a chat queue."). For information on setting up sensitivity detection, see [Configure sensitivity detection](https://servicenow-prod.fluidtopics.net/FEfQfUVwRDVP7ui26My7ag "Configure sensitivity detection in the Now Assist for HR Service Delivery (HRSD) application."). ## Now Assist panel in the Agent Workspace for HR Case Management {#explore-now-assist-hr__section_evb_lqm_tyb} 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 Agent Workspace for HR Case Management](https://servicenow-prod.fluidtopics.net/7yxliJNlmnDJzO25~mad6w "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI."). ![Now Assist panel menu in Workspace.]() ## Now Assist AI Helper -- Galileo Inside {#explore-now-assist-hr__section_ssm_vdt_dfc} 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 AI Helper -- 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 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 AI Helper -- Galileo Inside](https://servicenow-prod.fluidtopics.net/vtWHlxiHmBvwFSfny9Ffkg "Enable users to access functionality and benefits of the Now Assist AI Helper – Galileo Inside [sn_hr_na_galileo] plugin by completing a short installation and configuration process.").