Now Assist for HRSD release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read

    • Version history for the Now Assist for HRSD on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    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
    • Changed: "Persona assistant" skill renamed to "Employee information summarization"
    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
    • Changed: Enhanced security features revisit the ACL roles and access;Support to GPT OSS model
    Version 11.0.7 - October 2025
    • Fixed: Minor fixes.
    • This release is mainly meant to reference the new platform Now Assist October release.
    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

    • Fixed
: Miscellaneous bug fixes
    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
      • 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
    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
    • 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
    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
    Version 3.0.1 - November 2023
    • New:
      • Chat summarization changes​
      • Resolution notes changes​
    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