ServiceNow Otto for HR Service Delivery (HRSD) release notes

The ServiceNow® ServiceNow Otto for HRSD application brings generative AI to HR Service Delivery. Summarize case and chat information, and generate reply recommendations so that agents can propose quick resolutions. ServiceNow Otto for HRSD was enhanced and updated in the Australia release.

ServiceNow Otto for HRSD highlights for the Australia release

Australia Patch 1

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 Now Assist for HR Service Delivery (HRSD) for more information.

Important:

ServiceNow Otto for HRSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Australia release

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.

Changed in this release

Australia Patch 4

Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

Activation information

Install ServiceNow Otto for HRSD by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Related ServiceNow applications and features

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