--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # ServiceNow Otto for HRSD release notes # ServiceNow Otto for HRSD release notes {#ariaid-title1} Release version: Store Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 HRSD Release Notes ServiceNow Otto for HRSD is a conversational AI platform integrated into ServiceNow workflows, designed to enhance HR Service Delivery by automating and streamlining case and knowledge management processes. It supports multimodal interactions across web, mobile, and messaging channels, enabling autonomous orchestration of cross-system workflows. The releases focus on introducing AI-powered skills, improving agent productivity, and enhancing employee experiences. Show full answer Show less ## Key Features * **AI-Powered Skills and Enhancements:** Includes chat summarization, resolution notes generation, sentiment analysis, email reply recommendations, and employee relations case history summarization. Skills such as Activity Response Generation, ER Interview Summarizer, and Product Tier Framework have been introduced or improved. * **Generative AI Integration:** Now Assist capabilities enable agents to generate relevant responses, summaries, and knowledge articles quickly using generative AI, supporting platforms like Google Gemini, AWS Claude, NowLLM, and Azure OpenAI. * **Security and Compliance:** Implementation of Now Assist Guardian to prevent offensive and sensitive content from being generated by LLMs, configurable filters for content safety, and enhanced ACL role management for secure access. * **Improved User Experience:** Features such as case summary widgets, auto-populated resolution notes in Agent Workspace, and enhanced Virtual Agent topics for employee self-service improve efficiency and usability. * **Support for Mixed SKU and On-Premises Environments:** The platform now supports deployment in mixed SKU environments and provides consistent model support for on-premises installations. * **Knowledge Graph Integration:** A knowledge graph schema for HRSD facilitates implicit data retrieval (e.g., employee department, location, and cases) to reduce manual data entry and improve Virtual Agent interactions. ## Practical Benefits for ServiceNow Customers * **Increased Agent Productivity:** Automated summarization, response suggestions, and knowledge article generation reduce manual workload and accelerate case resolution. * **Enhanced Employee Experience:** Faster and more accurate case handling with AI-powered insights and improved self-service capabilities through Virtual Agents. * **Improved Data Security and Compliance:** Guardrails and filters ensure sensitive and offensive content are appropriately managed, maintaining organizational compliance. * **Flexibility and Scalability:** Support for various deployment environments and new product tiers enables organizations to scale AI capabilities according to their needs. ## Version Highlights * **Version 13.6.4 (October 2026):** Introduced Employee Relations Case History and enabled mixed SKU environments. * **Version 13.4.1 (August 2026):** Renamed experience to ServiceNow Otto; introduced Activity Response Generation skill. * **Version 13.1.3 (April 2026):** Added product tier framework and improved case summary with source citations. * **Version 10.0.2 (August 2025):** Added sentiment analysis and expanded support for multiple AI models. * **Version 6.0.2 (August 2024):** Enhanced case summaries, resolution notes, and chat summarization; improved Virtual Agent experience with GAI and sensitivity filtering. * **Version 5.0.7 (May 2024):** Launched KB Generation and sensitivity detection features; improved VA conversational topics. Version history for the ServiceNow Otto for HRSD on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history Version 13.6.4 - October 2026 : * New: Employee Relations Case History summarizes past employee relations cases for an involved party. * Changed: This version has been enabled for mixed SKU environments. {#store-rn-hr-now-assist-hrsd__ul_mly_2vp_5kc} Version 13.5.2 - September 2026 : AICT positive feedback reporting for Now Assist Skills Version 13.4.1 - August 2026 : * Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto is the conversational AI platform integrated into ServiceNowworkflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. * New Skills released:Activity Response Generation skill: * Actions surface in case record: Suggest response, Post response, Refine * "Suggest a response" generates a relevant, non-empty AI response for an HR case with sufficient activity context {#store-rn-hr-now-assist-hrsd__ul_pvg_s4c_ckc} {#store-rn-hr-now-assist-hrsd__ul_wmy_r4c_ckc} Version 13.3.2 - July 2026 : Changed: Skills have been migrated to use 3P models by default. Version 13.2.3 - June 2026 : * Consistent model support and on prem support * Security guardrails and Defect fixes related to content and metrics * Gen AI Trace logs improvement Version 13.1.5 - May 2026 : No functional changes. Version 13.1.3 - April 2026 : * New: * Product tier framework to streamline entitlement tracking and improve visibility * Case Summary now includes citations to identify the source of information {#store-rn-hr-now-assist-hrsd__ul_itx_frq_v3c} * Changed: "Persona assistant" skill renamed to "Employee information summarization" {#store-rn-hr-now-assist-hrsd__ul_ihq_frq_v3c} Version 13.0.4 - March 2026 : * New: * ER interview summariser skill: This skill summarises an interview record in an Employee Relations case * Recommend catalog or order guide items for Journey type: This skill identifies relevant catalog or order guide items based on the journey type and description. * Changed: Resolution notes skill has been enabled for editing Version 12.0.7 - December 2025 : * New / enhancements: * The case summarization skill is enabled for the attachment summaries. * The resolution notes skill is enabled with NACM for the shortening/elaborating resolution notes summary * On the Agent Workspace application, the resolution notes skill is enabled to auto-populate Close notes field {#store-rn-hr-now-assist-hrsd__ul_tns_3xn_nhc} * Changed: Enhanced security features revisit the ACL roles and access;Support to GPT OSS model {#store-rn-hr-now-assist-hrsd__ul_dmm_hxn_nhc} Version 11.0.7 - October 2025 : * Fixed: Minor fixes. * This release is mainly meant to reference the new platform Now Assist October release. {#store-rn-hr-now-assist-hrsd__latest-store-rn-hr-now-assist-hrsd} {#store-rn-hr-now-assist-hrsd__latest-store-rn-hr-now-assist-hrsd} Version 7.0.11 - October 2025 : Implemented security fixes. Version 11.0.2 - September 2025 : Fixed: Minor bugs Version 10.0.2 - August 2025 : * New: * Added Sentiment analysis functionality for HR cases * Now Assist skills support Google Gemini and AWS Claude, in addition to NowLLM and Azure OpenAI. * Added support for cloning KB generation skill. * Introduced citation support in the content generated by the Email recommendation skill. Version 9.0.3 - June 2025 (Yokohama) : Fixed: minor bugs. Version 7.0.9 - June 2025 (Xanadu) : Fixed: minor bugs. Version 9.0.2 - May 2025 : New: Resolve non-critical HR cases. Version 8.0.2 - March 2025 : Release for YP1 and HR Service Delivery HR agent collection. Version 7.0.8 - March 2025 : Release to reference new XP7 Now Assist platform and AI Agents. Version 8.0.0 - February 2025 : * New
: * Related record search functionality for Email Reply Recommendations
 * Resolution notes skill now has configurable state mapping
 * Improved time off experience
 * Chat Reply recommendation improvements
 * Case summary is generated during case transfer in UI16
 * Skill Kit: Ways for the customers to build their own skill
 {#store-rn-hr-now-assist-hrsd__ul_fk5_fwp_c2c} * Fixed
: Miscellaneous bug fixes {#store-rn-hr-now-assist-hrsd__ul_qny_cwp_c2c} Version 5.0.14 - December 2024 : Fixed: Defects and backport fixes for Sensitivity Detection. Version 7.0.2 - November 2024 : * New: * Implemented Email Reply Recommendations * Supports WWNA (Write With Now Assist) features such as shorten and elaborate * Implemented Now Assist Guardian * Prevents LLM from using offensive content * Provides configurable filters that can be used to prevent Offensive LLM content * Logs/prevents prompt injection * Created a Knowledge Graph (KG) schema for HRSD * A schema with few tables of HRSD is created * It helps in implicitly picking certain details of the employee like department, location, HR cases assigned and so on. * The details collected from the employee will be reduced as they are picked from the available data * A VA topic (Employee Self Visa Request) is created to demonstrate the use of the KG schema is shipped, which picks employee name \& country of birth from the available employee details. * New LLM based HR VA topics integrating with the HCM system * To fetch the feedback given to the current employee * To update personal details - email, phone, address, blood type, date of birth * To fetch the benefits enrolled * Changed: * Sensitivity Detection: Reduced the thresh holds to reduce occurrences of false positives * Chat Reply Recommendations: Implemented new platform version * Supports WWNA (Write With Now Assist) features such as shorten and elaborate {#store-rn-hr-now-assist-hrsd__ul_nqx_3p5_gdc} * Chat Summarization: Implemented new platform version supporting multiple languages * Now Assist Analytics: Implemented new platform version * Updated the Request Time off VA topic to render the available leave balance along with the available types {#store-rn-hr-now-assist-hrsd__ul_mqx_3p5_gdc} Version 6.0.4 - September 2024 : Fixed a few issues. Version 6.0.2 - August 2024 : * Allow HR agents to: * Instantly view the summary of a case topic, action items, and resolution offered * Generate and record readable resolution notes when they close cases * Summarize chats during handoffs and wrap-up, and generate short descriptions of the chat * Leverage GAI to enable agents to quickly generate first draft of knowledge articles ready to be published after review {#store-rn-hr-now-assist-hrsd__ul_fsg_hsg_2cc} * Allow employees or admins to: * Get direct and actionable responses on customer-specific content using Generative AI in search * Enhance self-service using the new LLM powered Virtual Agent experience with a simplified set-up experience * Filter sensitive requests like harassment, misconduct complaints etc. be identified by the Virtual agent and get redirected to a human support instead of allowing the VA to respond {#store-rn-hr-now-assist-hrsd__ul_rnk_3sg_2cc} {#store-rn-hr-now-assist-hrsd__ul_u3g_fsg_2cc} Version 5.0.8 - July 2024 : Fixed a couple of defects. Version 5.0.7 - May 2024 : * New: * KB Generation with Now Assist * Sensitivity Detection as a filter * New HR VA OOB Topics * Improved VA Topics conversational experience * Changed: Including email activity for case summary * Fixed: Resolution notes now is supported for UI16 Version 4.0.1 - February 2024 : * New: * Chat interaction summarization for case creation * KB Generation (innovation lab) * Admin experience updates * Case summarization \& resolution notes enhancements * GAI Powered VA 2.0 {#store-rn-hr-now-assist-hrsd__ul_gsk_fyl_g1c} Version 3.0.1 - November 2023 : * New: * Chat summarization changes * Resolution notes changes {#store-rn-hr-now-assist-hrsd__ul_cpr_ydf_lzb} Version 2.0.2 - September 2023 : Now Assist for HRSD enables generative AI capabilities for Case and Knowledge Management to boost agent productivity and deliver faster case resolution for employees. * New * Chat Summarization and Chat Short Description generation * Resolution Notes generation * Now Assist Panel with discoverable HR skills * Now Assist Admin Experience to turn on/off skills * Changed: Case summarization UX improvements with a new summary widget on workspace and UI16 * Fixed * State aware summaries * Enforced Model Guardrails * Removed: Summarize UI action from top