Using generative AI with ServiceNow Otto for Public Sector Digital Services (PSDS)
Summarize
Summary of Using generative AI with ServiceNow Otto for Public Sector Digital Services (PSDS)
The ServiceNow Otto for Public Sector Digital Services (PSDS) application leverages generative AI skills to enhance case management and agent productivity. These AI-powered capabilities help agents quickly understand case contexts, summarize complex information, and propose resolutions more efficiently. This is particularly valuable for handling long-running, complex cases involving multiple interactions between agents and constituents.
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Key Features
- Investigative Case Summarization: Synthesizes case details including narratives, entities, evidence, and activities into structured summaries. This enables agents to quickly grasp case contexts and generate detailed resolution information to propose solutions and update case records.
- Investigative Case Narrative Refinement: Provides real-time suggestions for improving case narratives by identifying gaps, inconsistencies, and tone issues. Agents have full control to accept, reject, or edit these refinements directly within the case narrative field via the Otto Context Menu.
- Document Screening: Automates validation of uploaded documents such as IDs and tax forms, flagging potential issues and ensuring consistent application of validation logic.
- Government Case Summarization: Condenses comprehensive case records into concise summaries, including issues and actions taken, presented above the activity stream for quick reference.
- Chat Summarization: Automatically generates summaries of chat histories between virtual agents and live agents or between live agents, preserving conversation context to support smooth handoffs and future follow-ups.
- ServiceNow Otto for AI Search: Synthesizes and summarizes information from multiple knowledge bases to deliver relevant, conversational AI-generated answers within the Customer Service Management (CSM) workspace. It also supports summarization of legislation and policy documents for easier comprehension.
- Fee Waiver AI Agent Skill: Calculates fee breakdowns for information requests and autonomously recommends fee waiver approvals or rejections based on guidelines, streamlining decision-making.
Important Considerations
- Availability of AI models and features may vary by customer location, data center environment, and regulatory compliance requirements.
- Some generative AI capabilities are restricted in specific environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and other regulated markets.
- ServiceNow regularly updates model provider availability and feature access, so customers should consult the relevant Now Support Knowledge Base articles for the latest information.
What Customers Can Expect
By integrating these generative AI skills with ServiceNow Otto for PSDS, public sector agents can enhance operational efficiency, reduce time spent understanding case histories, improve document validation consistency, and accelerate resolution delivery. The conversational AI search and summarization tools also improve agent access to complex policy and legislative information, allowing more informed and timely constituent service.
You can use various generative AI skills 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 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 ServiceNow Otto for AI Search for CSM Configurable 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 enable your agents to understand the case context so that they can propose resolutions to the constituent or approve an application faster.
- Investigative case summarization
- Synthesizes case narratives, entities, evidence, and activity into a structured summary, enabling agents to grasp case context and respond to inquiries. Generates detailed resolution information for investigative outcomes, allowing agents to propose solutions and integrate generated information into the case record.
- Investigative case narrative refinement (via ServiceNow Otto Context Menu)
- Reviews text and surfaces gaps, inconsistencies, and tone issues before a case narrative is submitted for supervisory review. Delivers real-time refinement suggestions grounded in linked entities, evidence, and case activity, and allows investigators full control over accepting, rejecting, or editing every suggestion. Accessed via the ServiceNow Otto Context Menu upon text selection within a case narrative field.
- Document screening
- Review and validate uploaded documents autonomously, checking IDs, tax forms, and other supporting documents. This skill flags potential issues and surfaces key details, applying consistent validation logic across every submission.
- Government case summarization
- Condenses comprehensive case records into concise summaries, including the issue and the actions taken, enabling agents to grasp case contexts and respond effectively to inquiries. Generates detailed resolution information
for specific government case types, allowing agents to propose solutions to constituents or business contacts and integrate this information into the case record.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)
Figure 1. Government case record with case summary - Chat Summarization
- Automatically generate summaries of agent-facing chats, capturing the context of conversations between agents and constituents or virtual agents at different points of the handoff, such as when a Virtual Agent chat history is handed off to a live agent, or when one live agent hands off a chat history with a customer to another live agent. This functionality enables critical information from interactions to be readily accessible for future reference and action.
- ServiceNow Otto for AI Search
- Leverage single-turn capabilities for legislation and policy summarization, providing agents with succinct overviews of complex documents and enhancing the ability to navigate and comprehend extensive legislative materials. This skill provides actionable AI-generated or AI-selected answers in searches, synthesizing and summarizing information from multiple knowledge bases to deliver relevant answers in a conversational format​.
- Fee Waiver AI agent skill
- Determines the fee breakdown for an information request by working to arrive at a subtotal fee estimate, a recommendation for whether a fee waiver request should be approved or rejected, including reasons for any rejection, and a total fee estimate, with the fee waiver, if applicable. This skill works via the Information Request Fee Estimation AI Agent to provide an autonomous decision based on guidelines added in a specific knowledge article. For information on standalone AI agents in Public Sector, see Agentic AI for Public Sector Digital Services.
- Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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.