Configure sensitivity detection

  • Release version: Zurich
  • Updated March 12, 2026
  • 1 minute to read

    • Configure sensitivity detection in the ServiceNow Otto for HR Service Delivery (HRSD) application.

    Before you begin

    Role required:sn_hr_core.admin

    About this task

    This capability helps you configure sensitivity detection for harassment complaints, discrimination allegations, workplace violence, safety, employee behavior, and employee personal issues. You can also block Now LLM Service from engaging with these sensitive cases and redirect employees to work with live agents.

    Note:

    Configurations are available on the ServiceNow Otto Admin Panel settings as part of AI Guardian. The sn_hr_gen_ai.admin role can only Edit, Activate and Deactivate skills on Guided setup view only.

    Procedure

    1. Navigate to the ServiceNow Otto Panel and select the Settings tab. Access to ServiceNow Otto Admin Panel and Settings tab
    2. Select ServiceNow Otto Guardian and select Filters.Filters tab view that lists the existing filters

      Filter configurations include the ability to Edit or Deactivate a filter. Only sn_hr_gen_ai.admin can Edit or Deactivate.Shows the ability to Edit or Deactivate a filter from the list

    3. Select General Details tab to configure the filter details.Shows the ability to add filter type and description details
    4. Select Sample phrases tab to add phrases that apply to filters.Shows the ability to add new and edit existing sample phrases
      Note:
      The ability to edit and update existing filters is available. There is a maximum of 10 phrases that can be generated.
    5. Select Applicability to choose what filters apply to active virtual agents.Shows the ability to add virtual agents to sensitive phrases