Now Assist for HR Service Delivery (HRSD) release notes
Summarize
Summary of Now Assist for HR Service Delivery (HRSD) Release Notes
The ServiceNow® Now Assist for HR Service Delivery (HRSD) application enhances agent capabilities by summarizing case information, generating resolution notes, and summarizing chat interactions. The Washington DC release, updated on February 1, 2024, introduces new generative AI features to improve service delivery.
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Key Features
- Generate Resolution Notes: Agents can generate and update case resolution notes using generative AI, requiring a minimum of 200 words input to create these summaries automatically.
- Summarize Chat History: Automatically pre-populate Short Description and Description fields with relevant information during case creation from chat interactions.
- Summarize Actions for Case Transfers: Streamline the process of transferring HR cases by summarizing actions taken prior to the handoff to another agent or group.
- Gen AI Virtual Agent Requests: Requesters can submit catalog item requests through a conversational experience powered by generative AI, improving self-service and reducing operational costs.
Key Outcomes
By leveraging these new capabilities, organizations can enhance service levels, improve case resolution efficiency, and offer a more engaging self-service experience for requesters. Activation of Now Assist for HRSD is available through the ServiceNow Store, allowing for easy installation and access to these features.
The ServiceNow® Now Assist for HR Service Delivery (HRSD) application enables agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your agents can understand the chat and case context and propose quicker resolutions to your customers. Now Assist for HR Service Delivery (HRSD) was enhanced and updated in the Washington DC release.
Now Assist for HRSD highlights for the Washington DC release
Enable your agents to provide higher levels of service to their customers by using the generative AI skills and capabilities that are offered by Now Assist for HRSD.
See Now Assist for HR Service Delivery (HRSD) for more information.
New in the Washington DC release
- Generate the resolution notes
- Generate and update the case resolution notes through generative AI. The resolution notes provide a summary of the steps that were taken to resolve the case.
- Require your agents to write a minimum of 200 words on the case so that generative AI generates the resolution notes automatically.
- Summarize the chat history
- Pre-populate the information in the Short Description and Description fields through generative AI when your agent creates a case during a chat interaction.
- Summarize actions while transferring an HR case
- Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, your agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.
- Submit an HR request with Gen AI Virtual Agent
- Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can increase self-service and reduce your operating costs.
Activation information
Install Now Assist for HRSD by requesting it from the ServiceNow Store. Visit the ServiceNow Store website 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.