Combined ServiceNow Otto for HR Service Delivery (HRSD) release notes for upgrades from Zurich to Australia

Consolidated page of all release notes for ServiceNow Otto for HR Service Delivery (HRSD) from Zurich to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for HR Service Delivery (HRSD) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading ServiceNow Otto for HR Service Delivery (HRSD) to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for ServiceNow Otto for HR Service Delivery (HRSD).

Release	Release notes
Zurich	Zurich Patch 12Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.Zurich Patch 7 Some Now Assist skills are now turned on by default The new default behavior works as follows: New customers: When you install a Now Assist product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. ER Interview Summarization Use the ER interview summarization skill to obtain summary of the ER case interview, which includes details such as quick recap, key assertions and responses. Self-scheduling option in Schedule interviews agentic workflow Recruiters and recruitment coordinators can now use self-scheduling to streamline interview scheduling by presenting applicants with available time slots to choose from. This option reduces the time to schedule in the absence of overlapping applicant-declared availability and minimizes the probability of manual handover to recruiter. The workflow recommends self-scheduling when beneficial, offers panelist-compatible slots sorted by confidence level, and automatically schedules interviews once applicants select their preferred time. Offboarding knowledge transfer plan generation agentic workflow The offboarding knowledge transfer plan generation agentic workflow captures and organizes critical knowledge when employees leave. AI agents interact with managers to collect requirements, discover documents from the specified time period, categorize content into meaningful work areas, and facilitate employee review before sharing with successors. Generate onboarding ramp-up plan The generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist in Virtual Agent and add new services through a conversational experience. Streamline feedback collection and review using the Employee feedback collection AI agent As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee’s recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights. Zurich Patch 4 Predict service and transfer HR cases Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow. Resolve noncritical HR cases Use the resolve noncritical HR cases agentic workflow to assess the criticality of HR cases, and automatically respond to noncritical inquiries without human intervention. Human agent intervention is required when the request is identified as critical. Resolve critical HR case Resolve critical HR requests efficiently with the resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents. Summarize an ER case Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details, such as allegations, evidences, and interviews. Help resolve tuition reimbursement requests Use the policy based HR evaluator skill to automatically compare employee tuition reimbursement submissions against company policies and return a decision of approval, denial, or request for additional information. HR AI voice agents Help employees handle self-service HR issues, such as creating cases, checking case status, and requesting time off, using real-time voice interactions with HR AI voice agents. With advanced speech-to-text and text-to-speech capabilities, configurable caller authentication, and seamless integration with Contact Center as a Service (CCaaS) providers, such as Twilio and Genesys, the agents can deliver an efficient and personalized experience for employees. Zurich Patch 2 Collect employee feedback with the help of an agent in Now Assist As a manager, collect feedback from employees with the help from an agent in Now Assist. Identify which colleagues to request feedback from through Talent Development applications, journeys, and interaction patterns in Microsoft. Send, track, and manage feedback requests with built-in reminders. Leverage existing to-dos to send and manage feedback requests seamlessly. Create a growth conversation with the help of an agent in Now Assist As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey as well as data-driven talking points for focused and impactful conversations. Note: This feature is available when you have both ServiceNow Otto for HR Service Delivery (HRSD), which installs ServiceNow Otto for Talent Development and AI Agents for Talent. Zurich Patch 1 Security for AI agents Enable security settings to run AI agents and agentic workflows by using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. HCM AI agents Use AI agents to enable employees to place requests to the HCM system, such as apply for time off or update details. Resolve HR cases agentic workflow Generate a fulfillment plan in a series of steps for an HR case by selecting the Generate Plan button on the HR case. HR agents can add prompts to further refine the AI-generated fulfillment plan before the plan is published to the work notes of the case. HR case sentiment analysis Prioritize cases by the sentiment score and monitor sentiment trends over time. HR agents can review a brief summary to understand the reasoning for the sentiment score for each HR case. Schedule interviews Use AI agents to automate the interview scheduling process from the Now Assist panel and use the inputs from recruiters or recruitment coordinators to send out interview invites. Generate onboarding ramp-up agentic workflow Accelerate onboarding with the generate onboarding ramp-up plan agentic workflow, which creates personalized and team-specific plans for every new hire. Powered by AI agents, it tailors learning paths, team tasks, and 1:1 introductions to help employees ramp up fast, build stronger connections, and reach productivity quickly. Resolve noncritical HR cases Evaluate case criticality and retrieve relevant knowledge articles to resolve HR cases, minimizing the need for agent intervention. Generate a fulfillment plan for an HR case, which helps resolve the HR case fast. Zurich Early Availability New third-party AI model provider options available for all AI applications Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. Create job requisition using AI Use AI agents to automate the process for creating a job requisition from the Virtual Agent chat window by using the inputs from your hiring managers.
Australia	Australia Patch 5 Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. ServiceNow product tiers The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: Foundation: AI basics to deliver insights Advanced: AI to boost productivity across relevant use cases Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. Streamline feedback collection and review using the Employee feedback collection AI agent As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee’s recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights. Australia Patch 0 Generate onboarding ramp-up plan The Generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist Virtual Agent and add new services through a conversational experience.

Changes

Between your current release family and Australia, some changes were made to existing ServiceNow Otto for HR Service Delivery (HRSD) features.

Release	Release notes
Zurich	Zurich Patch 11 Large language models on the ServiceNow AI Platform Zurich Patch 5 Changes to Now Assist usage measurement Zurich Patch 4 Functional change The resolve HR cases agentic workflow has been broken down into three agentic flows: Predict service and transfer HR cases Resolve noncritical HR cases Resolve critical HR case Zurich Patch 1 Flow name The resolve noncritical HR cases workflow has been renamed to the resolve HR cases workflow.
Australia	Australia Patch 4 Large language models on the ServiceNow AI Platform

Removed

Between your current release family and Australia, some ServiceNow Otto for HR Service Delivery (HRSD) features or functionality were removed.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some ServiceNow Otto for HR Service Delivery (HRSD) features or functionality were deprecated.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for HR Service Delivery (HRSD).

Release	Release notes
Zurich	Install ServiceNow Otto for HRSD by requesting it from the ServiceNow Store.
Australia	Install ServiceNow Otto for HRSD by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for ServiceNow Otto for HR Service Delivery (HRSD), such as specific requirements or compliance levels.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.

Release	Release notes
Zurich	Zurich Patch 7 Review an ER interview summary quickly by using the ER interview summarization skill from both Core UI and Agent Workspace for HR Case Management. Streamline the interview scheduling process using the self-scheduling mechanism within the schedule interviews agentic workflow. Preserve institutional knowledge during employee offboarding with AI agents that automate document discovery, organize content by category, and guide managers and employees through the transfer process. View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests. As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface. As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool. As a manager, select and preview feedback templates when requesting feedback. As a manager, review a summarized view of an employee's recent feedback on the feedback page in Manager Hub. Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Use AI voice agents to enable employees to use self-service tools and create HR cases over the phone. Use AI agents to predict the relevant HR service for an HR case and automatically transfer the case to the predicted HR service. Use AI agents to analyze criticality of an HR case and use existing knowledge articles and catalog items for resolving a noncritical case. Use AI agents to assist with processing tuition reimbursement requests based on submitted course information and company policies found in knowledge articles. Leverage AI agents to generate fulfillment plans for critical HR cases from both Core UI and Agent Workspace for HR Case Management. Review ER case context quickly by using the ER case summarization skill from both Core UI and Agent Workspace for HR Case Management. Zurich Patch 1 Implement security in Now Assist AI agents with access control lists (ACLs). Use AI agents to place requests to the Human Capital Management (HCM) system. Leverage an AI agent to generate a fulfillment plan in a series of steps for an HR case from both Core UI and Agent Workspace for HR Case Management. Leverage AI agents to collect the necessary inputs from recruiters and schedule interviews seamlessly. Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans. Zurich Early Availability Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. See ServiceNow Otto for HR Service Delivery (HRSD) for more information.
Australia	Australia Patch 1 As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface. As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool. As a manager, select and preview feedback templates when requesting feedback. As a manager, review a summarized view of an employee's recent feedback on the feedback page in Manager Hub. Australia Patch 0 View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests. See ServiceNow Otto for HR Service Delivery (HRSD) for more information.