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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure HCM AI agents

# Configure HCM AI agents from the HR Service Delivery AI Agent Collection {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable your employees to place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HR Service Delivery (HRSD) agent collection.

## Before you begin

Role required: flow_designer, decision_table_admin, sn_hr_integr_fw.admin, and sn_hr_core.admin

## Procedure

1. Install the ServiceNow Otto for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai).  
   For more information, see [Configure ServiceNow Otto for HR Service Delivery (HRSD)](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.").
2. Activate the Enterprise Service Management Integrations Framework application from the ServiceNow® Store.
3. Configure the required ServiceNow spokes or customize spokes to pull data from HCM systems.  
   For more information, see [Integration of HR Service Delivery with third-party systems](https://www.servicenow.com/docs/56jfFOyH71SiXgJ8Cp1MGg "Extend HR Service Delivery capabilities by integrating with other third-party systems.").
4. Create subflows aligning with Template Integration Gateway, or use default subflows that have been created for your HCM system.  
   For more information, see [Create a subflow using Template Integration Gateway](https://www.servicenow.com/docs/WcXKS1aJSDYZnwZTJDZ61A "Use the Template Integration Gateway as a reference to create the supported subflows for Integration Gateway.").  
   Note:  
   The subflows for Oracle HCM can be used as a reference to build subflows for any other HCM systems.
5. Add input choices and define conditions and results in a decision table for the Integration Gateway subflow.  
   For more information, see [Configure Integration Provider Mapping (Decision table)](https://www.servicenow.com/docs/fZQWH3DuN7w19e19dxLczw "Add input choices and define conditions and results in a decision table for the Integration Gateway subflow to review and generate output results.").
6. Duplicate available HCM AI agents to run them autonomously.  
   For more information, see [Duplicate an AI agent](https://www.servicenow.com/docs/access?context=clone-ai-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For list of available agents, see [Using agentic workflows in ServiceNow Otto for HRSD](https://www.servicenow.com/docs/WDHIf8QRKoU2TjH_1EjXNA "Use the HR Service Delivery AI agent collection to complete tasks autonomously.").  
   Note:  
   In the Toggle display section, ensure the toggle beside Virtual Agent is enabled.