Now Assist for HRSD release notes

  • Release version: Store
  • Updated July 9, 2026
  • 4 minutes to read
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    Summary of Now Assist for HRSD Release Notes

    Now Assist for HRSD leverages generative AI to enhance HR Service Delivery by improving agent productivity and accelerating case resolution. It integrates AI-driven skills such as chat summarization, resolution note generation, and knowledge base article creation, while supporting various AI models and maintaining strong security and compliance features.

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    Key Enhancements and Features

    • AI-Powered Case Management: Includes chat interaction summarization, case summary generation during transfers, and resolution notes auto-population to help HR agents efficiently manage cases.
    • Generative AI Virtual Agent (VA): Enhanced virtual agent capabilities provide direct, actionable responses, simplified setup, and sensitive request filtering to redirect complex cases to human agents.
    • Skill Kit and Customization: Customers can build custom AI skills, utilize new HR VA out-of-the-box topics, and benefit from improved conversational experiences tailored to HR scenarios.
    • Support for Multiple AI Models: Compatibility with NowLLM, Azure OpenAI, Google Gemini, AWS Claude, and 3P models ensures flexibility and advanced AI functionalities.
    • Security and Compliance: Features like Now Assist Guardian prevent offensive content and prompt injections, enhanced ACL role management, and sensitivity detection filters reduce false positives and protect sensitive data.
    • Knowledge Management Improvements: Introduction of KB generation with AI assistance, including citation support and content summarization from attachments, improves knowledge accuracy and usability.
    • Employee Data Integration: Knowledge Graph schema for HRSD provides implicit access to employee details, reducing data collection overhead and enabling personalized virtual agent interactions.
    • Product Tier Framework: Streamlines entitlement tracking and improves visibility into product usage and capabilities.

    Practical Outcomes for ServiceNow Customers

    • HR agents can quickly generate summaries, resolution notes, and knowledge articles, reducing manual effort and improving case handling speed.
    • Employees experience enhanced self-service with accurate, personalized responses and seamless escalation of sensitive issues to human support.
    • Administrators gain control through an improved admin experience to enable or disable AI skills and monitor AI usage with trace logs and analytics.
    • Customers benefit from ongoing product stability and security through consistent bug fixes, platform upgrades, and ACL enhancements.
    • AI skills now include citation features for transparency, sentiment analysis for better case understanding, and multilingual support to serve diverse employee populations.

    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 13.3.2 - 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
    • 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