---
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


---

# Detect sensitive topics by using sensitivity detection in ServiceNow Otto for HR Service Delivery (HRSD)

# Detect sensitive topics by using sensitivity detection in ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1}

Release version: Yokohama  
Updated September 17, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Detect and fix sensitive topics that relate to your employee relation cases by using the sensitivity detection capability in the ServiceNow Otto for HR Service Delivery (HRSD) application.

## Before you begin

Role required:

* sn_hr_gen_ai.admin
  * sn_hr_core.case_writer
  * sn_hr_core.case_reader
  * sn_hr_er.case_reader
  * sn_hr_er.case_writer
  {#now-assist-hrsd-sensitivity-detection__ul_rtj_hgh_bdc}
{#now-assist-hrsd-sensitivity-detection__ul_ogj_11q_hbc}

## About this task

This capability helps you detect sensitive cases such as
the harassment complaints, discrimination allegations, workplace violence, safety, employee behavior, and employee personal issues. You can also block Now LLM Service from engaging with these sensitive case types.  
Note:  
The store or app client should automatically take care of all the dependencies when you install ServiceNow Otto for HRSD. You must install ServiceNow Otto for HRSD version 5.0.7.

## Procedure

1. Navigate to the table sys_gen_ai_filter and set active to true for the filters.

Note:  
sn_hr_gen_ai.admin is required to perform the first step of setting active to true for the filters.  
Figure 1. Generative AI Filters

2. Verify that the following system properties are set to true.  
   * com.glide.genai.semantic_filter.enabled
   * com.glide.cs.semantic_search.enabled
   {#now-assist-hrsd-sensitivity-detection__ul_jyk_rfl_4bc}
3. Navigate to the sys_one_extend_capability table and select the VA skill search capability.  
   In the capability attributes, set the apply filter field for the utterance to be true.  
   Note:  
   Repeat this step for the user_message attribute in the Virtual Agent free-form capability and the search_text attribute in Virtual Agent Semantic Search.
4. Navigate to Now Assist Admin Console \> Features \> Platform \> Conversation Interfaces.
5. Set up Now LLM Service.
6. Navigate to Virtual Agent on one of the portals and enter Sensitive Phrases.  
   Note:  
   You enter <kbd class="ph userinput">Sensitive Phrases</kbd> at the beginning of a conversation. This action should trigger the Sensitivity Detection Fallback topic. When sensitive phrases are entered in the now assist panel, it should be detected as sensitive and the LLM should not respond and should allow you to redirect to a live agent or create a case.

## Result

The Sensitive
Phrases are automatically detected so that
your group can properly handle sensitive cases.
**Related concepts**   

* [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/WAlFqhfCTMWIJ9QCZYWD6Q "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.")  
**Related tasks**   

* [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.")
* [Summarize a Sidebar discussion by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/awZbg7WkeyywK8hewco_tA "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 HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/VRJS87mpayb9s1f6P5lIhQ "Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.")
* [Generate a knowledge article from HR Agent Workspace with Now Assist](https://servicenow-prod.fluidtopics.net/sjud8LYfTR1TwIdOsoAsjA "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/BWkLb4yGL7JA7dAShRYBJg "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 by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/o9VcoKvMDK3BlJkpD7hEig "Generate an email reply that is based on the case and email context by using the Now Assist 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/fGWFcttFk_cRFGrDG_G6UQ "Quickly understand the case context and respond to inquiries by using the case summarization skill.")
* [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.")
* [View employee summary reports](https://servicenow-prod.fluidtopics.net/U4ADE8peaiVFMkTpjUMv4g "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/ScynQSEepkhyDjRovv2UJA "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/DHcURN3IQrWqzaMRAMQOwQ "Create a personalized knowledge model as a Knowledge Graph schema.")
* [Use Galileo Inside to answer HR-related questions](https://servicenow-prod.fluidtopics.net/sc1icis4x1Mkc5uKDWtmtA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.")
* [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.")
* [Submit an HR request with Gen AI Virtual Agent](https://servicenow-prod.fluidtopics.net/59RY2ZBHa0SzqN~Z1weqEg "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.")
* [Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/xQvrFkSPgEygi7AiZSis3A "HR agents can prioritize cases based on case sentiment.")
* [Configure sensitivity detection](https://servicenow-prod.fluidtopics.net/FEfQfUVwRDVP7ui26My7ag "Configure sensitivity detection in the Now Assist for HR Service Delivery (HRSD) application.")  
**Related reference**   

* [Sensitivity detection configuration table filters](https://servicenow-prod.fluidtopics.net/SYa~vVF3MX5vZqEs8zLDhg "Many types of components are configured to activate sensitivity detection, including table filter configurations.")
* [Sensitivity detection configuration tables](https://servicenow-prod.fluidtopics.net/4f4yJy8vZBp6eleYBTwGnA "Many types of components are configured to activate sensitivity detection, including table configurations.")
* [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.")