Now Assist for HR Service Delivery (HRSD)

  • Release version: Yokohama
  • Updated March 5, 2025
  • 3 minutes to read
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    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)

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

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    Key Features

    • Case Summarization: Automatically summarizes case details to provide agents with concise and relevant information.
    • Resolution Note Generation: Generates draft resolution notes to streamline case closure.
    • Chat Summarization: Summarizes chat interactions to give agents quick insights into conversational context.
    • Agentic Workflows: Supports agent collection and workflows that improve HR service delivery efficiency.

    Important Considerations

    • Not all AI model providers and Now Assist features are available in certain in-country SKUs, restricted environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP), or regulated markets. Customers should review ServiceNow knowledge base articles for current availability.
    • The application uses AI and machine learning, which may produce inaccurate or incomplete results. Customers must perform their own testing, apply human oversight, and avoid relying solely on AI outputs for critical decisions.
    • Data related to HR cases and chats is transferred from customer instances to centralized ServiceNow environments and potentially third-party cloud providers, governed by ServiceNow's internal policies and compliance standards.
    • ServiceNow collects inputs, outputs, and edits from the application to improve AI models but provides customers the option to opt out of data collection.

    Next Steps for Customers

    • Configure the Now Assist for HRSD application to enable generative AI skills tailored to your HR service needs.
    • Leverage the AI-generated summaries and notes to enhance agent response times and HR service quality.
    • Stay informed on AI feature availability and compliance considerations relevant to your environment.
    • Monitor AI outputs carefully and maintain human oversight to ensure accuracy and appropriateness.

    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:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. 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. Furthermore, 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.