---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# ServiceNow Otto for HR Service Delivery (HRSD)

# ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow Otto for HR Service Delivery (HRSD)

ServiceNow Otto for HR Service Delivery (HRSD) is an application that leverages generative AI to enhance HR case management by summarizing case information, generating resolution notes, and summarizing chat interactions.
This enables agents to quickly understand the context of chats and cases, facilitating faster and more accurate resolutions for requesters.
Show full answer Show less  

## Key Features

* **Generative AI Skills:** Provides AI-driven capabilities to assist HR agents in case resolution and chat comprehension.
* **Configurable Application:** Allows customers to configure the application to suit their specific HR service delivery needs.
* **Agent Use Cases:** Supports AI use cases that help agents improve efficiency and service quality.
* **Data Handling:** Transfers necessary data from customer instances to a centralized ServiceNow environment or third-party cloud providers under strict internal policies.
* **Data Collection and Opt-Out:** Collects inputs, outputs, and edits to improve ServiceNow AI technologies, with an option for customers to opt out of future data collection.

## Important Considerations

* Feature availability depends on the customer's license tier and geographic or regulatory restrictions.
* Some AI features are unavailable in certain regions, restricted environments, or regulated markets.
* The AI-generated content may not always be fully accurate or appropriate; customers must validate and oversee AI outputs before use, especially in critical domains like healthcare, finance, or legal.
* Customers must comply with ServiceNow's AI Acceptable Use Policy.

## Support and Resources

* Access to the ServiceNow Community on AI and Intelligence for troubleshooting and peer support.
* Known Error Portal for documented issues and solutions.
* Customer Service and Support for direct assistance.
* Additional learning resources available via ServiceNow University and the Customer Success Center.
* Community engagement through the Now Community for sharing best practices and user experiences.  
Use the ServiceNow®
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 {#now-assist-hrsd__section_myq_rwd_14b}

|-|-|-|
| [Explore Learn about the generative AI skills and capabilities offered by ServiceNow Otto for HRSD](https://www.servicenow.com/docs/BI1x6kJeTIBU_Jc3dj7fGg "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.") | [Configure Configure the application to get started](https://www.servicenow.com/docs/SG~vXzoZTU9VFeKv6CZglA "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.") | [Use Provide higher levels of service by using the generative AI skills and capabilities that are offered by ServiceNow Otto for HRSD](https://www.servicenow.com/docs/ZzHgSmRbKGV93fsb9TAnng "If you have a sn_hr_core.case_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery (HRSD) application.") |
| [Use Agent CollectionUse the AI agent use cases in ServiceNow Otto for HRSD](https://www.servicenow.com/docs/WDHIf8QRKoU2TjH_1EjXNA "Use the HR Service Delivery AI agent collection to complete tasks autonomously.") | [ReferenceGet details about components such as fields, tables, and properties.](https://www.servicenow.com/docs/9rGEVx0WNaPI_TF4cMUkJQ "Reference topics provide additional information about user roles, tables, and default configurations in ServiceNow Otto for HR Service Delivery (HRSD).") |   |
[ ]

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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 [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Important:  
* 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-hrsd__na-in-country-notice}
* 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-hrsd__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-hrsd__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
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## Troubleshoot and get help {#now-assist-hrsd__section_nht_hgl_5yb}

* [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support.](https://support.servicenow.com/now?draw=case)
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## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-hrsd__p_kv2_nfg_h1c}

## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-hrsd__p_lv2_nfg_h1c}

## 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 [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Additional resources {#now-assist-hrsd__section_zgs_c3m_3hc}

* Learn more about what's new and changed, see the [HR Service Delivery
  release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US).
* Log in to your ServiceNow® account and find additional information about implementing and deploying features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices).
* Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow)
* Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html).
* Connect with other ServiceNow Otto for HR Service Delivery (HRSD) users at [Now Community](https://www.servicenow.com/community/).
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