Configure ServiceNow Otto for HR Service Delivery (HRSD)

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configure ServiceNow Otto for HR Service Delivery (HRSD)

    ServiceNow Otto for HR Service Delivery (HRSD) enables your HR agents to leverage generative AI capabilities within Agent Workspace for HR Case Management and Core UI. Configuration requires admin privileges (role:snhrcore.admin) and is performed via the AI Admin Hub console, which centralizes plugin installation and skill configuration for streamlined setup.

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    Key Features

    • Generative AI Skills: Access a variety of AI skills such as chat reply recommendation, case summarization, resolution notes generation, email recommendation, sensitivity detection, journey and manager insights summarization, and employee information summarization.
    • Plugin Installation: Install the snhrgenai plugin to enable Otto for HRSD, ensuring dependencies and activation order are followed.
    • Skill Activation and Configuration: Use the AI Admin Hub console to activate and configure skills grouped under the Employee workflow. Each skill supports tailored triggers, inputs, availability conditions, access roles, and display options to fit specific HR processes.
    • Customization Options: Customize generative AI skills to fit business needs, such as adding attachment summaries to case summaries, adjusting resolution notes generation, and configuring sensitivity detection.
    • Virtual Agent Integration: Configure Gen AI Virtual Agent topics and AI voice agents to provide employees with conversational, generative AI-powered request submission and task completion experiences, enhancing self-service capabilities.
    • Manager and Employee Insights: Enable manager insights skills to generate team summaries in Manager Hub, supporting data-driven HR management.
    • Restricted Access Controls: Define and restrict Otto capabilities for sensitive cases like employee relations to maintain compliance and confidentiality.
    • Galileo Inside Plugin: Optionally enable additional functionality through the ServiceNow Otto for HRSD – Galileo Inside plugin with a dedicated installation and configuration process.

    Configuration Process Highlights

    • Access AI Admin Hub via All > AI Admin Hub to manage AI skills.
    • Activate skills by selecting Activate Skill and follow skill-specific guided setups.
    • Configure key components for each skill including triggers (when skills activate), inputs (data sources), availability (conditions for activation), access (user roles), and display locations.
    • Manage Restricted Caller Access (RCA) approvals that may appear post-installation to ensure proper permission settings.

    Practical Benefits for ServiceNow Customers

    By configuring ServiceNow Otto for HRSD, HR teams can significantly enhance case management efficiency through AI-generated recommendations, summaries, and notes. Virtual Agent integration reduces manual workload by enabling conversational self-service for employees, which can lower operational costs. Customizable AI skills and controlled access ensure the solution aligns with organizational policies and specific HR workflows. Overall, this configuration empowers HR agents with intelligent tools to improve service delivery and employee experience.

    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.

    Role required: sn_hr_core.admin

    Use the AI Admin Hub console to configure ServiceNow Otto for HR Service Delivery (HRSD). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see .

    The following list contains skills that you can access from the AI Admin Hub console.
    • Chat reply recommendation
    • Chat summarization
    • Sidebar discussion summarization
    • Case summarization
    • Resolution notes generation
    • KB generations
    • Email recommendation
    • Sensitivity detection
    • Journey generation for managers
    • Journey summarization for managers
    • Employee information summarization
    • Manager insights
    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see .

    Procedure

    1. Install the ServiceNow Otto for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai).
    2. Navigate to All > AI Admin Hub to access the AI Skills tab of the AI Admin Hub console.
    3. Activate and configure the skills for the ServiceNow Otto for HR Service Delivery (HRSD) features.
    4. On the skill that you would like to activate, select Activate Skill.

    General Configuration Steps

    Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuration steps are required varies depending on the skill.

    Common configuration components include the following:
    • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
    • Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
    • Availability: Customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether a user can activate the skill.
    • Access: Determine who can access this skill. By selecting specific roles, you control who can use it. The roles you choose are also available in the next step, Select display.
    • Display: Determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the ServiceNow Otto panel.

    Saving and activating the configuration setup process is the same across all ServiceNow Otto skills.