Using generative AI with Now Assist for Public Sector Digital Services (PSDS)
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Summary of Using generative AI with Now Assist for Public Sector Digital Services (PSDS)
The Now Assist for Public Sector Digital Services (PSDS) application integrates various generative AI skills designed to enhance case management and constituent interactions. These AI capabilities help agents quickly understand complex or long-running cases, summarize chat histories, and provide concise, actionable information derived from multiple knowledge bases. This enables faster and more accurate responses to constituents, improving service efficiency in public sector workflows.
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Key Features
- Investigative Case Summarization: Synthesizes case narratives, entities, evidence, and activity into structured summaries, allowing agents to grasp case context and expedite resolution proposals. It also generates detailed resolution information that can be integrated into case records.
- Investigative Case Narrative Refinement: Provides real-time suggestions to improve case narratives by identifying gaps, inconsistencies, and tone issues before supervisory review. Agents maintain full control over edits via the Now Assist Context Menu.
- Document Screening: Autonomously reviews and validates uploaded documents such as IDs and tax forms, flags potential issues, and ensures consistent validation across submissions.
- Government Case Summarization: Condenses comprehensive case records into concise summaries including issue details and actions taken, facilitating quicker understanding and response by agents.
- Chat Summarization: Automatically generates summaries of chat interactions between agents and constituents, or from virtual agents to live agents, preserving critical context for seamless handoffs and future reference.
- Now Assist for AI Search: Provides single-turn, AI-generated answers by synthesizing information across multiple knowledge bases, including summarization of legislation and policy documents for easier comprehension.
- Fee Waiver AI Agent Skill: Calculates fee estimates for information requests, recommends approval or rejection of fee waivers based on guidelines, and produces a detailed fee breakdown autonomously.
Important Considerations
- Not all AI model providers and Now Assist features are available in all countries or data center environments, including regulated markets and certain government compliance settings (FedRAMP, NSC DOD IL5, Australia IRAP-Protected).
- Availability of AI capabilities varies by region and customer environment; customers should monitor updates for feature availability.
Benefits for ServiceNow Customers
By leveraging generative AI skills within the Now Assist for PSDS application, public sector agents can:
- Gain faster insights into complex cases and chat interactions through AI-generated summaries.
- Enhance accuracy and completeness of case narratives with AI-driven refinement suggestions.
- Ensure consistent, automated document validation to reduce manual errors.
- Access synthesized, conversational AI answers from diverse knowledge sources for efficient information retrieval.
- Automate fee waiver decisions for improved administrative efficiency.
Overall, these capabilities empower agents to provide timely, informed, and precise constituent service while improving operational workflows in public sector digital services.
You can use various generative AI skills with the Now Assist 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 Now Assist 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 Now Assist 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 Now Assist 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 Now Assist 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.
- Now Assist 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 .
- 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.