Using ServiceNow Otto for Public Sector Digital Services (PSDS)
Summarize
Summary of Using ServiceNow Otto for Public Sector Digital Services (PSDS)
The ServiceNow Otto for Public Sector Digital Services (PSDS) application leverages generative AI to help agents efficiently manage public service cases. It enables agents to quickly grasp case contexts, summarize interactions, and generate resolution notes, accelerating case resolution and improving service quality for constituents.
Show less
Key Features
- Case Summarization: Generates concise summaries of public service cases, including issues and actions taken. Agents can refresh and post these summaries to case work notes, helping them stay updated on case progress. The summary draws from key case fields such as short description, description, work notes, comments, emails, SLAs, and chat logs.
- Chat Summarization: Summarizes chat histories from Virtual Agent and live agent conversations to provide quick context. This includes:
- Virtual Agent to Live Agent handoff summaries displaying customer actions before escalation.
- Live Agent to Live Agent handoff summaries for smooth agent transitions.
- Quick action summaries triggered by the /summarize command.
- Chat wrap-up summaries that populate interaction records upon chat completion.
- Resolution Notes Generation: Helps agents generate detailed resolution notes based on case information (minimum 200 words required). Agents can select resolution codes and review notes before proposing resolutions to constituents or applicants. This streamlines case closure and provides context for future similar cases.
- Now Assist AI Search Integration: Synthesizes information from multiple knowledge bases to deliver relevant, conversational AI-generated answers within the Customer Service Management (CSM) Workspace, enhancing agent productivity.
Practical Benefits for ServiceNow Customers
- Speeds up understanding and resolution of complex or long-running cases by providing clear, AI-generated case and chat summaries.
- Improves collaboration and knowledge sharing among agents through consistent resolution notes and chat summaries.
- Enhances constituent experience by enabling faster, more informed responses and decisions.
- Supports agents in managing case workloads efficiently and reduces manual documentation effort.
If you have an agent role, you can summarize the case details and generate the case resolution notes with the ServiceNow Otto for Public Sector Digital Services (PSDS) application.
Summarize the case details to help you understand the case context quicker. These summaries are useful for long-running or complex cases that include multiple conversations between agents and constituents.
Generate the case resolution notes to help wrap up cases faster. When you're ready to propose a solution to a constituent or relay a decision about their application, this feature can generate resolution notes and add them to the Case form. The resolution notes also provide the context about the case resolution to other agents who might encounter similar issues or cases.
Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer by using the chat summarization skill in the ServiceNow Otto for Public Sector Digital Services (PSDS) application.
Synthesize and summarize information from multiple KBs to deliver relevant answers in a conversational format using the Now Assist AI Search for CSM Workspace plugin. This skill provides actionable AI-generated or AI-selected answers to a search in CSM Workspace, and can replace a list of possible findings with a single-turn conversational result.
Skills
The ServiceNow Otto for PSDS application includes the generative AI skills that can enable your agents to understand the case context so that they can propose resolutions to the constituent or approve an application faster.
- Case summarization
- Provides an agent with a summary of a public service case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context, refresh the summary so that it includes the
latest updates to the case, and post the summary to the case work notes.The case summarization skill generates a case summary and displays it above the activity stream. The summary includes the information that the agent enters in the following case record fields:
- Short description
- Description
- Work notes
- Additional comments
- Service level agreement (SLA)
- Chat summarization
- Provides an agent with a summary of a customer's Virtual Agent chat history, live agent chat history, and the interaction history. Agents can view or create the following summaries:
- Virtual Agent chat handoff summary: Summarizes the conversation when Virtual Agent hands off a chat to a live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before engaging with a live agent.
- Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
- Quick action summary: Provides a summary when an agent uses the
/summarizequick action in the Active Chat window. - Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.Note:If a chat summary isn’t available for the interaction, the Chat Summary field doesn’t appear on the interaction record.
- Resolution notes generation
- Can enable an agent to generate the resolution notes for a case, propose the resolution to the constituent or applicant, and add the information to the case record.
The resolution notes generation skill displays a pop-up window that an agent can use to select a resolution code and review the resolution notes text before proposing a resolution to a constituent or relaying a decision to an applicant.
Note:The resolution notes generation skill requires a minimum of 200 words in the case record to generate the resolution notes. If the resolution notes can't be generated, the system displays a message below the Resolution notes field.