Now Assist for HR Service Delivery (HRSD) release notes
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Summary of Now Assist for HR Service Delivery (HRSD) Yokohama Release Notes
The Now Assist for HR Service Delivery (HRSD) application enhances HR agent productivity by leveraging generative AI to summarize case and chat information, generate resolution notes, and propose faster resolutions. The Yokohama release introduces significant improvements and new AI-powered workflows that streamline HR case management and employee interactions within ServiceNow.
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Key Features
- AI Model Providers: Expanded AI model options now include Google Gemini and Anthropic Claude on AWS, supplementing existing Now LLM Service and Azure OpenAI providers, enhancing flexibility in AI skill and agent deployment.
- Agentic Workflows:
- Resolve HR Cases Workflow: Automates routine, noncritical HR case resolutions with AI-driven knowledge retrieval and criticality detection to reduce mean time to resolve and operational costs.
- Generate Step-wise Fulfillment Plan: HR agents can generate and customize detailed fulfillment plans for HR cases directly from Core UI and Agent Workspace.
- Growth Conversations Workflow: Supports managers in preparing and conducting employee growth discussions with AI-generated summaries and data-driven talking points.
- Onboarding Ramp-up Plan: AI agents collect inputs and structure personalized onboarding plans, facilitating manager reviews and streamlining employee onboarding.
- Tuition Reimbursement Policy Resolution: AI agents manage tuition reimbursement requests by coordinating approvals and validations while keeping human agents involved.
- Knowledge Management Enhancements:
- Ability to create custom knowledge base article templates by copying and modifying the KB generation skill.
- View sources and citations behind AI-generated email reply recommendations for transparency and accuracy.
- Use Knowledge Graph schemas to build personalized knowledge models that improve Virtual Agent responses in HR scenarios.
- Virtual Agent Integration: New HR-specific Virtual Agent topics enable employees to place requests (e.g., time off, personal detail updates) directly into the Human Capital Management (HCM) system.
- Journey Accelerator Integration: Now Assist supports automated creation of journey plans, such as onboarding or role changes, by using AI-generated prompts within the Journey designer.
- Usage and Configuration Changes:
- Usage measurement for Now Assist transitioned to a 365-day burn-down model aligned with contract anniversaries.
- Some Now Assist skills are enabled by default for new installations and certain upgrade scenarios.
- Access control lists (ACLs) can be configured to manage who can trigger AI agents and workflows and define their visibility and user context.
Key Outcomes for ServiceNow Customers
- Improved Agent Efficiency: Automate routine HR case resolutions and reduce manual effort with AI-generated fulfillment plans and resolution notes, enabling faster response times and improved service quality.
- Enhanced Employee Engagement: Facilitate meaningful growth conversations and onboarding experiences with AI support that personalizes and structures interactions.
- Greater Transparency and Control: Customize AI models and knowledge templates, review AI-generated content sources, and manage security settings for AI agents and workflows to align with organizational policies.
- Seamless Integration: Leverage Virtual Agent topics and Journey Accelerator plans to connect employee self-service requests and HR journeys directly within ServiceNow’s ecosystem.
- Flexible AI Deployment: Choose from multiple AI model providers to optimize performance and compliance based on your enterprise requirements.
Activation and Related Applications
Now Assist for HRSD is available via the ServiceNow Store and requires installation through the store request process. It integrates with complementary ServiceNow applications such as Agent Workspace for HR Case Management, Journey designer, and the Now Assist Admin console, providing a comprehensive AI-driven HR service delivery experience.
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 Yokohama release.
Now Assist for HR Service Delivery (HRSD) highlights for the Yokohama release
Yokohama Patch 11
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
Yokohama Patch 6
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Create a copy of the KB generation skill to create custom templates.
- View the list of sources that are used to generate an email reply recommendation.
- Select citations to view the source articles and industry research from Galileo AI Assistant for HR.
- Leverage an AI agent to generate a step-wise fulfillment plan for an HR case from both Core UI and Agent Workspace for HR Case Management.
- Make career conversations easy to create and track using the growth conversations agentic workflow.
Yokohama Patch 3
- Automate the resolution of routine employee inquiries by using the Resolve noncritical HR cases agentic workflow.
- Receive research-backed responses to HR management queries that are sourced from both internal knowledge bases and The Josh Bersin content library.
- Use the new Growth & Performance AI agents to streamline your employee growth discussions in Career Conversations.
Yokohama Patch 1: Improve agent productivity by managing long-running cases with the Triage cases AI agent.
Yokohama Early Availability
- Use the new Virtual Agent topics to place employee requests in the Human Capital Management (HCM) system.
- Use Knowledge Graph to create personalized knowledge models in the form of Knowledge Graph schemas.
- Create Journey Accelerator plans by using Now Assist for HRSD in Journey designer.
See Now Assist for HR Service Delivery (HRSD) for more information.
Important:
Now Assist for HRSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
Yokohama Patch 6
- Resolve HR cases agentic workflow
- Generate a step-wise fulfillment plan 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.
- Growth Conversations agentic workflow
- Use the new growth conversations workflow to streamline your employee growth discussions in Career Conversations.
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Generate a knowledge article from HR Agent Workspace with Now Assist
- Create a copy of the KB generation skill to create custom templates that are based on your organization's requirements. When a skill copy is activated, the main skill is automatically deactivated.
- Generate an email reply recommendation by using Now Assist for HR Service Delivery (HRSD)
- View the list of KB articles, related records, and current records that are used to generate email reply recommendations.
- Generate onboarding ramp-up plan agentic workflow
- Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans.
- Resolve HR cases agentic workflow
- Use the Resolve noncritical HR cases agentic workflow for faster mean time to repair (MTTR) cases, automate the resolution of routine employee inquiries, and reduce the costs for HR operations organizers.
Table 1. Available agentic workflows Agentic workflow Description Resolve noncritical HR cases AI agents detect criticality and retrieve relevant knowledge-based responses to automate the resolution of employee queries. - Access knowledge from internal and external content sources
- Find reliable answers to HR management queries from multiple data sources, including the research and articles from The Josh Bersin Company, with attribution to each source.
- Override sensitivity detection false positives
- Proceed with the interaction when the virtual agent incorrectly identifies a phrase as containing sensitive information.
- 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, with data-driven talking
points to make conversations more focused and impactful.Note:This feature is available when you have both Now Assist for HR Service Delivery (HRSD), which will install Now Assist for Talent and HR Talent AI Agent Collection
- Help resolve tuition requests agentic workflow for Now Assist for HRSD
- Use the Resolve policy use case for faster mean time to repair (MTTR) cases that require validation that is based on the policies that are built for tuition reimbursement.
Table 2. Available AI agents use case AI agent use case Description Resolve policy for tuition reimbursement AI agents resolve tuition reimbursement requests by connecting to various parties (for example, the manager for approval) and resolving the case, while keeping the human agent in the loop.
- Now Assist for HRSD Virtual Agent topics
- Use the Now Assist for HR Service Delivery (HRSD) Virtual Agent topics to place employee requests in the HCM system. Examples of requests are when an employee requests time off or updates their personal details.
- Use Knowledge Graph in Now Assist for HRSD
- Create and manage personalized knowledge models as Knowledge Graph schemas that are represented as nodes, edges, and their properties. Virtual Agent uses the assigned Knowledge Graph schema to resolve employee requests and queries.
- Create a journey using Now Assist
- Create Journey Accelerator plans by entering prompts to Virtual Agent without having to manually create lists and forms.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are 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 Yokohama Patch 11): 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.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
- Yokohama Patch 6
- Flow name
- The Resolve noncritical HR cases flow has been renamed to Resolve HR cases flow.
Activation information
Install Now Assist for HRSD by requesting it from 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.