Now Assist for Public Sector Digital Services (PSDS)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for Public Sector Digital Services (PSDS)

    Now Assist for Public Sector Digital Services (PSDS) is a ServiceNow application designed to help agents efficiently handle public service cases by leveraging generative AI. The AI summarizes case details and comment activity, providing agents with a clear, concise context to improve case understanding and resolution.

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    Key Features

    • Generative AI Summarization: Automatically summarizes case information and comment threads to give agents quick insights.
    • Agentic Workflows: Supports specialized AI-driven workflows tailored for Public Sector Digital Services.
    • Configurable and Extensible: Allows configuration to fit organizational needs and integrate with existing ServiceNow processes.

    Important Considerations

    • Model Provider Availability: Some AI models and features may be restricted or unavailable for customers with in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, or regulated markets. Customers should verify availability regularly as updates are released.
    • AI Limitations and Responsible Use: AI-generated outputs may not always be accurate or complete. Customers should rigorously test and evaluate AI results, apply human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare, finance, or security.
    • Data Processing and Privacy: Customer data is transferred from individual instances to centralized ServiceNow environments, potentially across different regions and third-party cloud providers. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.
    • Data Collection for Improvement: Inputs, outputs, and edits are collected to enhance ServiceNow AI technologies. Customers have the option to opt out of future data collection at any time.

    Getting Support and Additional Resources

    • ServiceNow Community and AI & Intelligence resources provide forums and guidance.
    • Known Error Portal offers troubleshooting articles related to AI features.
    • Customer Service and Support can be contacted for assistance.

    This application empowers ServiceNow customers in the public sector to streamline case management through AI, while emphasizing security, compliance, and responsible AI use tailored to regulated and sensitive environments.

    With the Now Assist 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.

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    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 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.

    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.