--- 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 generative AI skills # Using generative AI with ServiceNow Otto for Public Sector Digital Services (PSDS) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Using generative AI with ServiceNow Otto for Public Sector Digital Services (PSDS) The ServiceNow Otto for Public Sector Digital Services (PSDS) application integrates generative AI skills to enhance case management and agent productivity. These AI capabilities help agents quickly understand case contexts, generate summaries, validate documents, and provide actionable insights, thereby improving response times and resolution quality in public sector service scenarios. Show full answer Show less ## Key Features * **Investigative Case Summarization:** Synthesizes case narratives, evidence, and activities into structured summaries that help agents grasp the case context efficiently and propose resolutions or approvals faster. * **Investigative Case Narrative Refinement:** Provides real-time editing suggestions for case narratives to improve clarity, consistency, and tone before supervisory review, accessible via the ServiceNow Otto Context Menu. * **Document Screening:** Automates the review and validation of uploaded documents such as IDs and tax forms, flagging issues and ensuring consistent verification across submissions. * **Government Case Summarization:** Condenses detailed government case records into concise summaries, including issue descriptions and actions taken, displayed above the activity stream for quick agent reference. * **Chat Summarization:** Automatically generates summaries of chat histories between virtual agents and live agents or between live agents, preserving critical conversation context for seamless handoffs and future use. * **ServiceNow Otto for AI Search:** Synthesizes and summarizes information from multiple knowledge bases, delivering AI-generated answers in a conversational format, useful for navigating complex legislation and policy documents. * **Fee Waiver AI Agent Skill:** Calculates fee breakdowns for information requests, recommends fee waiver approvals or rejections based on guidelines, and provides subtotal and total fee estimates autonomously. ## Important Considerations * Not all AI models or features are available in every region or environment. Customers with in-country SKUs or those in restricted data centers (FedRAMP, NSC DOD IL5, Australia IRAP-Protected) may have limited access. * Availability of AI products and skills varies by region and regulated markets; customers should monitor updates for changes in accessibility. ## Key Outcomes * Faster comprehension of complex, long-running cases through AI-generated summaries. * Improved quality and consistency of case narratives prior to supervisory review. * Automated and reliable document validation to reduce manual effort and errors. * Enhanced agent efficiency with conversational AI search and chat summarization facilitating better constituent interactions. * Streamlined fee waiver decisions through AI-driven recommendations based on established policies. 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 Public Sector 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 {#now-assist-psds-using__section_s5s_ldq_vyb} 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 * Email * Service level agreement (SLA) {#now-assist-psds-using__ul_g33_hdz_byb} 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 . Important: * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-psds-using__na-in-country-notice} * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-psds-using__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-psds-using__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-psds-using__ul_j3b_4vd_wcc} **Related concepts** * [Configure ServiceNow Otto for Public Sector Digital Services (PSDS)](https://www.servicenow.com/docs/cJi6~EL74MrbsdeH8ys5oA "If you have the admin role, you can configure the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in Public Sector Workspace and in Core UI.") * [Using generative AI with ServiceNow Otto for Public Sector Digital Services (PSDS)](https://www.servicenow.com/docs/uXYyQVzHxEzCn9IUGYvfhg "You can use various generative AI skills with the ServiceNow Otto for Public Sector Digital Services (PSDS) application.") **Related topics** *