Now Assist for HR Service Delivery (HRSD)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 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 service efficiency by leveraging generative AI capabilities. It helps agents quickly understand case and chat contexts by summarizing case information, generating resolution notes, and summarizing chat interactions. This enables faster and more accurate resolutions for HR service requests.

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    Key Features

    • Case and Chat Summarization: Automatically summarizes case details and chat transcripts to provide agents with relevant context.
    • Resolution Note Generation: Generates notes that assist agents in documenting solutions efficiently.
    • Generative AI Skills: Offers AI-driven capabilities tailored for HR service scenarios to improve service delivery quality.
    • Configurability: Allows configuration to tailor AI assistance to specific organizational needs.

    Considerations and Limitations

    • Model Provider Availability: Some AI models and features may be restricted or unavailable in certain geographic regions, regulated markets, or specific data center environments.
    • AI Limitations: AI outputs may not always be accurate or complete. Customers are advised to use human oversight, validate AI-generated information, and avoid sole reliance on AI for critical decisions.
    • Data Processing and Privacy: Data, including HR cases and chat transcripts, are transferred to centralized ServiceNow environments and possibly third-party cloud providers. Data is handled according to ServiceNow’s compliance policies.
    • Data Collection and Opt-Out: ServiceNow collects data inputs and outputs to improve AI models. Customers can opt out of future data collection.

    Getting Started and Support

    • Configuration and Use: Customers can configure the application to activate AI capabilities for HR service delivery and leverage AI agent use cases.
    • Resources: Access detailed documentation, release notes, training materials, and community support through ServiceNow University, Customer Success Center, Now Community, and official knowledge base articles.
    • Support: Troubleshooting assistance is available via ServiceNow Community and Customer Service and Support channels.

    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.

    Additional resources