--- sourceDocument: Australia Public Sector sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Use AI Agents in PSDS # Standalone AI Agents in Public Sector Digital Services {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Standalone AI Agents in Public Sector Digital Services The Public Sector Digital Services (PSDS) AI Agent Collection application enables ServiceNow customers to deploy standalone AI agents that automate specific outcomes in public sector workflows. These AI agents help streamline processes such as fee estimation and validation for information requests by leveraging generative AI capabilities integrated within ServiceNow. Show full answer Show less ## Key Features * **Information Request Administration Fee Estimation Agent:** This agent analyzes applicant fee waiver justifications, validates them against predefined rules, estimates fees based on similar case records, and communicates detailed fee breakdowns including waiver recommendations. * **AI Model Providers:** Supports multiple AI model providers including Now LLM Service, Azure OpenAI (recommended for ITSM workflows), Google Gemini, and Anthropic Claude. Configuration controls allow administrators to select and prioritize models for AI agents. * **Security and Access Controls:** Execution of AI agents and agentic workflows is secured through Access Control Lists (ACLs) and user identities, enabling agents to act dynamically or as AI users with proper permissions. * **Activation and Management:** AI agents and their workflows are initially read-only and require duplication and activation to run autonomously. Unique triggers must be configured for automatic invocation, or manual invocation is possible without triggers. ## Practical Considerations for ServiceNow Customers * Ensure the AI agent's **Status** field is enabled in the Define availability screen to activate the agent. * Verify that AI Search is enabled on your instance before configuring AI agents. * Use the AI Control Tower and AI Admin Hub console to manage AI model providers and skill-level preferences. * Review and configure ACLs to secure AI agent execution and define Run As capabilities. * Duplicate and activate agentic workflows and their triggers properly to enable autonomous operation. ## Expected Outcomes Implementing standalone AI agents within PSDS empowers customers to automate complex decision-making tasks like fee estimation and waiver validation effectively. This reduces manual effort, improves accuracy, and accelerates case processing in public sector digital services workflows. Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​ Important: In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent. The following table describes the available AI agents in the ServiceNow Otto for Public Sector Digital Services (PSDS) application. {#now-assist-psds-aiagents__table_hzb_sd4_cfc__entry__2} | AI Agent name | Description | |-|-| | Information Request Administration Fee Estimation Agent | * Analyzes fee waiver justification from applicant for an information request case record, and validates justification against predefined rules * Outlines the steps required to estimate the fees associated with an information request * Retrieves similar case records and allows user to exclude any from the fee calculation * Estimates and communicates fee breakdown associated with an information request case record based on similar request queries and request details from the user * Communicates sub-total estimate, fee waiver recommendation, and total with fee waiver. {#now-assist-psds-aiagents__ul_pjm_wd4_cfc} | [Table 1. Available standalone AI Agents for the Public Sector Digital Services AI Agent Collection] {#now-assist-psds-aiagents__table_hzb_sd4_cfc} Note: Verify that AI Search is enabled on the instance before configuring the agents. There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents. Note: You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see . Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Important: By default, all agent workflow and AI agent records are read-only. To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps: * Activate the agentic workflow. * Activate all agents within the agentic workflow. * Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn't necessary. * Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see . {#now-assist-psds-aiagents__ul_cgc_ffk_h2c} For more information on configuring AI Agents, see [Activate an AI Agent in Public Sector Digital Services AI Agent Collection](https://www.servicenow.com/docs/eykMCJP9lQjiIF1FUlIeag "Configure and activate standalone AI agents to perform various tasks.").