Exploring ServiceNow Otto for HR Service Delivery (HRSD)
Summarize
Summary of Exploring ServiceNow Otto for HR Service Delivery (HRSD)
ServiceNow Otto for HR Service Delivery (HRSD) enhances agent productivity by leveraging generative AI to summarize customer chat conversations and case details. This provides agents with essential context to resolve cases faster and improve case wrap-up efficiency. It also supports employees and administrators with AI-powered search and a Virtual Agent experience for streamlined self-service.
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Key Features
- Chat Summarization: Automatically generates concise summaries at key points in chat interactions, including Virtual Agent to live agent handoffs and live agent to live agent transfers. It accelerates case wrap-up by populating chat summaries and short descriptions to capture requester issues effectively.
- Case Summarization: Offers agents a concise overview of cases, including issue details, actions taken, SLA status, attachments, and resolution information. Summaries can be refreshed and added directly to case work notes for better collaboration.
- Resolution Notes Generation: Automatically creates resolution notes when a case is closed, which agents can review and edit before saving, ensuring consistent and comprehensive case closure documentation.
- Knowledge Generation: Enables agents to generate draft knowledge articles from resolved cases, supporting knowledge base growth and sharing of best practices.
- Redirection for Sensitive Topics: Includes out-of-the-box filters to identify sensitive subjects such as workplace safety or compensation. Conversations on these topics can be redirected to live agents or case creation workflows, ensuring appropriate handling.
- Sentiment Analysis: Provides sentiment scoring (-5 to +5) to help agents prioritize cases based on emotional tone, available in HR Agent Workspace and core UI views.
- ServiceNow Otto Panel: Integrated within the HR Agent Workspace, it offers a conversational interface for agents to request chat and case summaries on demand.
- Galileo Inside Integration: Allows access to HR articles and research from Galileo by The Josh Bersin Company through the Otto panel or Virtual Agent. It uses Retrieval-Augmented Generation (RAG) to deliver up-to-date, accurate HR content combined with customer-specific knowledge base articles.
Practical Benefits for ServiceNow Customers
- Accelerates case resolution and wrap-up by automating summaries and resolution note generation, reducing manual documentation effort.
- Enhances agent understanding of case context and chat history, improving first-contact resolution rates and handoff efficiency.
- Improves self-service capabilities with AI-powered search and Virtual Agent enhancements, reducing agent workload.
- Supports compliance and proper handling of sensitive HR topics through intelligent conversation redirection.
- Enables continuous knowledge base expansion by generating knowledge articles directly from resolved cases.
- Provides sentiment insights to help prioritize and manage cases based on requester mood and urgency.
- Offers access to authoritative HR content and best practices via Galileo Inside integration, enriching employee and agent resources.
Next Steps
ServiceNow customers can activate these generative AI skills within the HR Agent Workspace and configure sensitivity detection filters to optimize case handling. Utilizing the ServiceNow Otto panel and Galileo Inside integration further enhances agent efficiency and employee self-service experience in HR Service Delivery.
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.
ServiceNow Otto for HR Service Delivery (HRSD) Overview
The following generative AI capabilities are available for an agent:
- A case summary provides an agent with a concise summary of a case. It enables an agent to get the context by gathering information about an issue and taking actions more quickly. It also enables an agent to refresh and post the summary to the work notes.
- The case resolution notes can help an agent to wrap up cases faster and provide the context about the case resolution to the other agents who might encounter similar cases.
- An interaction chat history provides the context about the chat conversation between the agents and requesters at different points of the handoff, such as when the Virtual Agent conversation chat history is handed off to a live agent.
- Get direct and actionable responses on customer-specific content by using generative AI in search.
- Enhance self-service by using the new Now LLM Service powered Virtual Agent experience with a simplified set-up experience.
ServiceNow Otto for HR Service Delivery (HRSD) Skills
The ServiceNow Otto for HRSD application includes the generative AI skills and features that enable your agents to understand the chat and case context so that they can propose resolutions to the requester more quickly.- Chat summarization
- Provides an agent with a chat summary of all points of the handoff, including the Virtual Agent conversation and the live agent conversation:
- Quick action summary: Provides a concise summary of the interactions with the quick actions that the agent took.
- Virtual Agent handoff summary: Summarizes the chat when Virtual Agent hands off the chat to a live agent.
- Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
- Chat wrap up summary: Accelerates the wrap-up time by populating the full chat summary when a conversation ends.
- Chat wrap up short description: Accelerates the wrap-up time by populating the short description that summarizes the requester issues when the conversation ends.
For information on activating the chat summarization skill, see . For information on how to use the skill on Agent Workspace for HR Case Management, see Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD).
- Case summarization
- Provides an agent with a concise summary of a case, including the issue, actions that were taken, SLA, attachment summary and resolution information, depending on the state of the case. An agent can view a case summary to
understand the case context, refresh the summary, and post the summary to the case work notes.
For information on activating the case summarization skill, see . For information on how to use the skill on Agent Workspace for HR Case Management or Core UI, see Summarize an HR case using ServiceNow Otto for HRSD.
- Resolution notes generation
- Automatically generates the resolution notes for an agent when the state of a case is changed to Closed Complete. An agent can accept the AI-generated notes or edit the notes before saving it to the case.
For information on activating the resolution notes skill, see Configure ServiceNow Otto for HR Service Delivery (HRSD). For information on how to use the skill on Agent Workspace for HR Case Management, see Generate resolution notes using ServiceNow Otto for HRSD.
- Knowledge generation
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Enables an agent to generate a knowledge article from a case after proposing a resolution or closing the case.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft.
Redirection for sensitive topics
Certain subjects, such as workplace safety or employee compensation, might not be suited for generative AI conversations. ServiceNow Otto for HR Service Delivery (HRSD) includes out-of-the-box filters to detect sensitive topics.
- Live agent
- The employee is redirected to the relevant chat queue to connect with a live agent.
- Case
- The employee can open a case, which is assigned to the respective HR service.
- Proceed, this is not sensitive
- In situations where the LLM incorrectly identifies a phrase as a sensitive topic, employees can opt to continue the interaction with the Virtual Agent.
For more information on the out-of-the-box filters and how they are mapped to chat queues and HR case services, see Sensitivity detection filters mapping.
For information on setting up sensitivity detection, see Configure sensitivity detection.
Sentiment Analysis
Sentiment analysis helps agents prioritize cases based on a sentiment score ranging from -5 to +5 to represent extremely negative to extremely positive. It is available in both the HR Agent workspace and core UI views.
For more information on using sentiment analysis in HR Service Delivery, see Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD).
ServiceNow Otto panel in the Agent Workspace for HR Case Management
The ServiceNow Otto panel provides agents with a conversational interface that they can use to request the chat and case summaries on demand.
For more information about the ServiceNow Otto panel, see Use the ServiceNow Otto panel in HR Agent Workspace. 
ServiceNow Otto for HRSD – Galileo Inside
Enable users to access HR articles and industry research from Galileo by The Josh Bersin Company in the ServiceNow Otto panel or ServiceNow Otto Virtual Agent.
HR professionals, managers, and employees can submit queries on topics including company-specific policies or industry-wide best practices. ServiceNow Otto for HRSD – Galileo Inside generates responses based on the KB articles on the customer instance, as well as articles and documents in the Galileo library.
Galileo Inside uses Retrieval-Augmented Generation (RAG) to generate responses to user queries based on relevant articles and research, delivering accurate domain-specific information in real time.
A one-time configuration provides continuous access to the Galileo library with monthly updates to ensure users have the latest information. For more information, see Configure ServiceNow Otto for HRSD – Galileo Inside.