Exploring generative AI skills in ServiceNow Otto for Public Sector Digital Services (PSDS)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Generative AI Skills in ServiceNow Otto for Public Sector Digital Services (PSDS)

    The ServiceNow Otto for Public Sector Digital Services (PSDS) application leverages generative AI skills to assist agents in efficiently handling government service cases. These AI capabilities help agents quickly understand case contexts, propose resolutions, validate documents, and summarize interactions, thereby enhancing case management and constituent service.

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    Key Features

    • Investigative Case Summarization Skill: Creates structured summaries from case narratives, entities, evidence, and activities. It generates detailed resolution information that agents can use to propose solutions and update case records.
    • Investigative Case Narrative Refinement: Available via the Otto Context Menu, this skill reviews case text for gaps, inconsistencies, and tone issues before supervisory review. It provides real-time suggestions while allowing investigators full control to accept or edit them.
    • Document Screening Skill: Automatically reviews and validates uploaded documents such as IDs and tax forms, flagging potential issues and ensuring consistent validation across submissions.
    • Government Case Summarization Skill: Condenses complex case records into concise summaries including issues and actions taken. Summaries are displayed above the activity stream and incorporate multiple case record fields like descriptions, work notes, emails, and SLAs to aid agent responses.
    • Chat Summarization Skill: Generates summaries of agent-constituent or virtual agent chats at handoff points, ensuring critical conversation context is preserved for future reference and action.
    • ServiceNow Otto for AI Search: Provides single-turn summarization of legislation and policy documents, helping agents quickly understand complex materials. It synthesizes information from multiple knowledge bases and delivers AI-generated answers in a conversational format.

    Key Considerations

    • Availability of AI models and features varies by region and data center compliance requirements. Some capabilities are restricted or unavailable in environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or regulated markets.
    • ServiceNow regularly updates model provider availability and feature access, so customers should consult official knowledge base articles for the latest information.

    Practical Impact for ServiceNow Customers

    By integrating these generative AI skills, ServiceNow PSDS customers can expect accelerated case resolution, improved accuracy in document validation, better communication through chat summaries, and enhanced comprehension of legislative materials. These tools empower agents to deliver faster, more informed service to constituents while maintaining control and compliance with regulatory requirements.

    With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use generative AI skills to perform various tasks on a government service case.

    Skills

    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 skill
    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, leaving investigators with full control over accepting, rejecting, or editing every suggestion.
    Document screening skill
    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 skill
    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)
    Figure 1. Government case record with case summary
    AI-generated case summary for a case record.
    Chat summarization skill
    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​.
    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.