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.

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 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.

Related ServiceNow applications and features

Agent Workspace for HR Case Management (Configurable)
The Agent Workspace for HR Case Management application enables you to interact with employees, respond to inquiries, and resolve issues quickly.