How generative AI can transform government services

Somewhere at the intersection of speed and productivity sit government agencies in a balancing act amid pressure to modernize operations and processes.

Public sector organizations face unique challenges, often driven by lower budgets, legacy investments, and complex regulatory and legislative environments. Adding to the complexity, constituents expect the best from every level of government services, just as they do from private companies.

There’s no perfect answer for how to juggle these conflicting priorities, but government organizations should look to modern technology for a solution.

Accelerate the power of government services

Generative AI (GenAI) technology can transform government services by helping to improve employee and constituent experiences, simplify processes, and boost productivity for developers, call center agents, and others.

Now Assist, ServiceNow’s GenAI experience, is designed for critical workflows across departments spanning the enterprise.

For government agencies in the United States, Now Assist is available within ServiceNow’s U.S. Government Community Cloud, a regulated cloud environment built with government-grade security, data governance, and access controls.

Supercharge experiences and efficiencies

Now Assist in the U.S. Government Community Cloud can be experienced through already-established workflows across an organization. Benefits include:

• Improved employee experience: Employees can get information, solve problems, and do their jobs faster and easier through interactions with AI-driven virtual agents and the creation of knowledge base articles. Employees can also efficiently manage incidents, update records, and provide higher-quality service.
• Enhanced constituent experience: Constituents can request services and get the answers they need when they need them.
• Empowered admins and developers: AI-driven code and workflow generation accelerates time to value, freeing admins and developers from mundane tasks to focus on more exciting and creative projects.

Change the way you work

GenAI uses computer algorithms to create new content in a variety of forms, including text, images, and code. This unlocks near-limitless use cases for the Now Platform.

People across an organization can put AI to work by infusing GenAI in critical workflows. Because Now Assist is built on the Now Platform, people can complement the use of GenAI with powerful core technologies, such as:

• Machine learning helps classify and cluster data from past events by applying labels so that when a similar event arises, it can be appropriately understood.
• Natural language processing helps extract the most important pieces of information from long-form context and convert them as needed between speech and text.
• Process mining and analytics help maximize process performance by uncovering and visualizing hidden efficiencies. Monitor processes to anticipate trends, prioritize resources, and identify areas for improvement.

Future-proof government workflows

Now Assist can be used across government areas and functions to provide a seamless experience for employees in every department.

Now Assist for IT Service Management can help accelerate IT team productivity, freeing IT teams to focus on higher-value work. Through summarization capabilities, the cost to serve and manage is lowered.

Now Assist for Customer Service Management can improve constituent experiences and agent productivity, enabling personalized, accurate experiences for every use case.

Now Assist for HR Service Delivery can help agencies resolve HR cases faster and more efficiently. Through GenAI-provided historical data and predictive trends, employees can make confident decisions swiftly to support personal development and keep stakeholders satisfied.

Now Assist for Creator can improve developer productivity with flow generation and intelligent recommendations for code. Time is money, and automating initial steps of code and flows while providing drag-and-drop tools gives developers power at their fingertips.

Improve resilience

For the U.S. government, the consequences of critical decisions around GenAI investments will be felt for years to come. Regulatory pressures aren’t waning. Neither are constituent expectations. GenAI is the ticket agencies can use to get out of a reactive mindset and into a proactive one.

In the U.S. Government Community Cloud, Now Assist is available for customers of all types to build, activate, and execute GenAI capabilities today. Expect more and deliver more for your employees, constituents, agents, and developers.

Find out more about Now Assist in action or contact us for a demo.