ServiceNow Otto for Public Sector Digital Services (PSDS)

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

    ServiceNow Otto for Public Sector Digital Services (PSDS) enables agents to leverage generative AI to summarize case details and comment activity in public service cases, providing quick context and improving case handling efficiency. This application integrates AI capabilities tailored for public sector digital service workflows.

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    Key Features

    • Generative AI Case Summarization: Automatically generates concise summaries of case details and interactions to help agents quickly understand the context of each case.
    • AI Agent Collections and Workflows: Supports agentic workflows within Public Sector Digital Services to enhance productivity and service delivery.
    • Configurable AI Capabilities: Customers can configure and use the AI features based on their specific needs and regional availability.

    Important Considerations for ServiceNow Customers

    • Regional and Regulatory Availability: Not all AI model providers or features are accessible for customers with in-country SKUs or in regulated environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted instances. Customers should verify availability for their region and data center compliance.
    • AI Limitations: The AI-generated output may not always be fully accurate or complete. Customers are responsible for validating AI outputs with human oversight, especially in critical sectors like healthcare, finance, legal, and security.
    • Data Processing and Privacy: Data used by this application is transferred to centralized ServiceNow environments, potentially across regions and involving third-party cloud providers. Data handling follows ServiceNow’s internal policies and compliance standards.
    • Data Collection and Opt-Out: Inputs, outputs, and edits are collected to improve ServiceNow AI technologies. Customers have the option to opt out of future data collection to maintain control over their data usage.

    Troubleshooting and Support

    Customers can access support resources including the ServiceNow Community, AI & Intelligence forums, the Known Error Portal, and direct Customer Service and Support channels for troubleshooting and assistance.

    With the ServiceNow Otto 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.

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    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.