ServiceNow Otto for PSDS
Summarize
Summary of ServiceNow Otto for PSDS
ServiceNow Otto for Public Sector Digital Services (PSDS) leverages generative AI to assist agents in managing public service cases more efficiently. It summarizes case details and comment activity to provide quick context and generates resolution notes for sharing among agents. This application enhances case handling by reducing manual effort and improving information clarity.
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Key Features
- Generative AI Summarization: Automatically summarizes case details and comments to give agents a clear understanding of each case.
- Resolution Note Generation: Creates case resolution notes that agents can use to communicate outcomes effectively with colleagues.
- Configuration and Use: Customers can configure and utilize the application within their ServiceNow instance to implement the generative AI capabilities tailored for public sector digital services.
Important Considerations
- Not all AI model providers and Now Assist features are available for customers with in-country SKUs or in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted instances.
- Availability of AI products varies by region and regulatory markets; customers should monitor updates for access to features.
AI Limitations and Responsibilities
The generative AI used in this application is continuously evolving and may not always provide fully accurate or complete information. Customers must rigorously test outputs for accuracy, appropriateness, and potential harm, especially in sensitive or consequential scenarios (e.g., healthcare, finance, legal). Human oversight is essential, and AI-generated content should not be the sole basis for decision-making.
All users must comply with ServiceNow’s AI Acceptable Use Policy, which governs responsible AI usage and may be updated periodically.
Data Processing and Collection
- Data from customer instances is transferred to centralized ServiceNow environments, possibly located in different regions or third-party cloud providers such as Microsoft Azure, following strict internal policies and compliance standards.
- ServiceNow collects inputs, outputs, and edits from the application to improve AI models and technologies. Case and test run information are also collected for summarization purposes.
- Customers have the option to opt out of future data collection at any time via the Now Assist Opt-Out mechanism.
Support and Resources
- Access support through the ServiceNow Community, AI & Intelligence forums, Known Error Portal, and Customer Service and Support channels.
With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use generative AI to summarize the details and comment activity of each public service case to get the context of the case. They can also generate the case resolution notes to share with other agents.
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- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Troubleshoot and get help
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.