--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama 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: Yokohama * * Updated March 5, 2025 * * ![](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 designed to enhance HR case and chat management by leveraging generative AI capabilities. It helps agents quickly understand case context, summarize case and chat information, and generate resolution notes to accelerate issue resolution for requesters. Show full answer Show less ## Key Features * **Case Summarization:** Automatically summarizes case information to provide agents with concise context. * **Resolution Note Generation:** Generates notes to document resolutions effectively. * **Chat Summarization:** Summarizes chat interactions to improve agent understanding and responsiveness. * **Agentic Workflows:** Supports agent collaboration and workflow automation to streamline HR service delivery. ## Considerations for Use * Model availability and feature access vary by region, data center environment, and regulatory restrictions. Certain AI capabilities may be unavailable in specific countries or regulated markets. * Data is transferred from customer instances to centralized ServiceNow environments, potentially involving third-party cloud providers, managed under strict compliance policies. * ServiceNow collects input and output data from the application to improve AI models; however, customers can opt out of data collection. * AI outputs may not always be fully accurate or appropriate; customers should apply human oversight and test applicability before relying on AI-generated content, especially in sensitive areas such as healthcare, finance, legal, or security. * Users must adhere to ServiceNow's AI Acceptable Use Policy when deploying this application. ## Getting Started and Support * Configure the application to enable its generative AI skills and capabilities for HR service delivery. * Access resources such as the ServiceNow Community, Known Error Portal, and Customer Service for troubleshooting and assistance. * Review documentation for detailed components like fields, tables, and properties to optimize usage. 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/ASqnZlikgDEMXpu5gwI17Q "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/9jSaPRMaz6a6147xbGen2w "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/GCER1ofx_rn3xV_mEPk9Gg "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 agentic workflows in ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/wwz7sTfTzDsvJX8GAlK6Kw "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/vebjU5PevItjefFWR8uDCw "Reference topics provide additional information about user roles, tables, and default configurations in ServiceNow Otto for HR Service Delivery (HRSD).") | | [ ] {#now-assist-hrsd__table_iwv_lpv_klb} 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](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 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](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 Now Assist 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. {#now-assist-hrsd__ul_j3b_4vd_wcc} ## 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) {#now-assist-hrsd__ul_oht_hgl_5yb} ## 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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).