ServiceNow Otto for HR Service Delivery (HRSD)
Summarize
Summary of ServiceNow Otto for HR Service Delivery (HRSD)
ServiceNow Otto for HR Service Delivery (HRSD) is an application designed to enhance HR case management by leveraging generative AI capabilities. It helps summarize case information, generate resolution notes, and condense chat interactions, enabling agents to quickly understand context and provide faster, more accurate resolutions to employees' requests.
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Key Features
- Generative AI Skills: Automates summarization of case details and chat transcripts to improve agent efficiency and response quality.
- Agent Use Cases: Supports AI-powered workflows tailored for HRSD agents, facilitating improved service delivery.
- Configurability: The application can be configured to align with your organization’s HR service processes and use cases.
- Data Handling and Privacy: Data from instances is transferred securely to centralized environments or approved third-party clouds for AI processing, following strict compliance policies.
- Data Collection and Opt-Out: Inputs and outputs are collected to improve AI models, with an option for customers to opt out at any time.
- Licensing and Availability: Access to features depends on your license and geographic or regulatory environment; some AI capabilities may be restricted in certain regions or compliance regimes.
Important Considerations
- The AI models generate predictions based on data patterns but may not always be accurate or fully trained for every use case.
- Human oversight is essential to validate AI-generated outputs, especially in sensitive areas such as healthcare, finance, legal, and security.
- Users must comply with ServiceNow’s AI Acceptable Use Policy.
Support and Resources
- Access troubleshooting help through the ServiceNow Community and Known Error Portal.
- Find implementation guidance and real-time training via ServiceNow University and Employee Service Management resources.
- Engage with other users and share best practices through the Now Community.
Use the 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
- Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some AI 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Troubleshoot and get help
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, which may be updated by ServiceNow.
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.
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.
For more information, see the Now Assist documentation.
Additional resources
- Learn more about what's new and changed, see the .
- Log in to your ServiceNow® account and find additional information about implementing and deploying features at Employee Service Management.
- Access real-time courses, self-paced training, and career resources at ServiceNow University
- Find useful resources related to your role and explore best practices at the Customer Success Center.
- Connect with other ServiceNow Otto for HR Service Delivery (HRSD) users at Now Community.