Standalone AI Agents in Public Sector Digital Services

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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 within public sector digital services. These AI agents help streamline case management processes such as fee estimation and fee waiver validation for information requests.

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    To activate an AI agent, ensure the Status field is enabled on the Define availability screen. AI Search must also be enabled in your instance before configuring these agents.

    Key Features

    • Information Request Playbook Fee Estimation Agent: Analyzes fee waiver justifications submitted by applicants against predefined rules, validates them, and estimates fees for information request cases.
    • Provides detailed fee breakdowns including sub-total estimates, fee waiver recommendations, and total amounts.
    • Retrieves and compares similar case records, allowing users to exclude any from fee calculations to ensure accuracy.
    • Supports integration with multiple AI model providers such as Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable via AI Control Tower and Now Assist Admin console.
    • Includes security measures through Access Control Lists (ACLs) and user identities to securely execute AI agents and agentic workflows, with the Run As capability enabling execution under dynamic or AI user contexts.

    Activation and Configuration

    • By default, AI agents and workflows are read-only. To enable autonomous operation, duplicate the agentic workflow, then activate the workflow, all contained agents, and the unique trigger for automatic invocation.
    • Manual invocation of agentic workflows is also supported without activating triggers.
    • Azure OpenAI is recommended for IT Service Management (ITSM) agentic workflows.
    • Comprehensive configuration guidance is provided for selecting large language models, activating agents, and implementing access controls to ensure secure, compliant operation.

    Practical Benefits for ServiceNow Customers

    • Automate and standardize fee estimation and validation processes for public sector information requests, improving efficiency and accuracy.
    • Leverage flexible AI model providers and secure execution environments to tailor AI capabilities to organizational requirements.
    • Maintain control over AI agent workflows with options for both autonomous and manual execution, ensuring alignment with internal policies and use cases.

    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 Now Assist for Public Sector Digital Services (PSDS) application.

    Table 1. Available standalone AI Agents for the Public Sector Digital Services AI Agent Collection
    AI Agent name Description
    Information Request Playbook 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.
    Note:
    Verify that AI Search is enabled on the instance before configuring the agents.

    There might be AI agents installed with the Now Assist application 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 on AWS 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 Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    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 Implement access control in Now Assist AI agents

    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 Select the LLM for AI agents and agentic workflows.

    For more information on configuring AI Agents, see Activate an AI Agent in Public Sector Digital Services AI Agent Collection.