---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# ServiceNow Otto for HR Service Delivery (HRSD)

# ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ServiceNow Otto for HR Service Delivery (HRSD)

ServiceNow Otto for HR Service Delivery (HRSD) is an application that leverages generative AI to enhance HR case management.
It helps summarize case information, generate resolution notes, and summarize chat interactions.
This enables HR agents to quickly understand the context of cases and chats, facilitating faster and more effective resolutions for requesters.
Show full answer Show less  

## Key Features

* **Generative AI Skills and Capabilities:** Automates the summarization and note generation for HR cases and chat interactions.
* **Agent Enablement:** Provides agents with contextual insights to improve response times and service quality.
* **Configurable Application:** Allows customers to configure and integrate AI capabilities based on their HR service delivery needs and licensing.
* **Data Handling and Privacy:** Transfers data securely to centralized ServiceNow environments or third-party cloud providers, adhering to ServiceNow's compliance policies.
* **Data Collection and Opt-out:** Collects input and output data to improve AI models, with an option for customers to opt out of future data collection.

## Important Considerations

* Access to features depends on licensing and regional availability, with some AI capabilities restricted in regulated markets and certain data centers.
* AI outputs might not always be fully accurate or appropriate; human oversight is recommended, especially in sensitive sectors like healthcare, finance, and legal.
* Customers are responsible for testing and validating AI-generated content before relying on it for decision-making.

## Getting Started and Support

* Explore the generative AI skills within the application to understand capabilities.
* Configure the application to align with your HR service delivery processes.
* Leverage resources such as HR Service Delivery release notes, ServiceNow University training, and the Customer Success Center for best practices.
* Engage with the ServiceNow Community for peer support and troubleshooting.

## Outcomes for ServiceNow Customers

By implementing ServiceNow Otto for HRSD, customers can expect improved HR service efficiency through AI-driven insights that reduce manual effort in case documentation and chat summarization. This leads to faster resolution times and enhanced employee service experiences, while maintaining compliance with data handling and privacy policies.  
Use the ServiceNow®
ServiceNow Otto 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.

## Get started {#now-assist-hrsd__section_myq_rwd_14b}

|-|-|-|
| [Explore Learn about the generative AI skills and capabilities offered by ServiceNow Otto for HRSD](https://www.servicenow.com/docs/BI1x6kJeTIBU_Jc3dj7fGg "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.") | [Configure Configure the application to get started](https://www.servicenow.com/docs/SG~vXzoZTU9VFeKv6CZglA "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.") | [Use Provide higher levels of service by using the generative AI skills and capabilities that are offered by ServiceNow Otto for HRSD](https://www.servicenow.com/docs/ZzHgSmRbKGV93fsb9TAnng "If you have a sn_hr_core.case_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery (HRSD) application.") |
| [Use Agent CollectionUse the AI agent use cases in ServiceNow Otto for HRSD](https://www.servicenow.com/docs/WDHIf8QRKoU2TjH_1EjXNA "Use the HR Service Delivery AI agent collection to complete tasks autonomously.") | [ReferenceGet details about components such as fields, tables, and properties.](https://www.servicenow.com/docs/9rGEVx0WNaPI_TF4cMUkJQ "Reference topics provide additional information about user roles, tables, and default configurations in ServiceNow Otto for HR Service Delivery (HRSD).") |   |
[ ]

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Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-hrsd__na-in-country-notice}
* Some AI 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-hrsd__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-hrsd__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
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## Troubleshoot and get help {#now-assist-hrsd__section_nht_hgl_5yb}

* [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support.](https://support.servicenow.com/now?draw=case)
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## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-hrsd__p_kv2_nfg_h1c}

## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-hrsd__p_lv2_nfg_h1c}

## 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](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Additional resources {#now-assist-hrsd__section_zgs_c3m_3hc}

* Learn more about what's new and changed, see the [HR Service Delivery
  release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US).
* Log in to your ServiceNow® account and find additional information about implementing and deploying features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices).
* Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow)
* Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html).
* Connect with other ServiceNow Otto for HR Service Delivery (HRSD) users at [Now Community](https://www.servicenow.com/community/).
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