Standalone AI Agents in Public Sector Digital Services

  • Release version: Zurich
  • Updated November 6, 2025
  • 2 minutes to read
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    Summary of Standalone AI Agents in Public Sector Digital Services

    The Standalone AI Agents in Public Sector Digital Services enable ServiceNow customers to automate specific outcomes within the Public Sector Digital Services AI Agent Collection application. These AI agents streamline processes such as fee estimation and information request handling by leveraging AI-driven analysis and validation.

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    Key Features

    • Information Request Playbook Fee Estimation Agent: Analyzes fee waiver justifications, validates them against predefined rules, retrieves similar case records for comparison, allows exclusion of irrelevant cases, and estimates fee breakdowns including sub-totals, fee waiver recommendations, and totals for information request cases.
    • AI Model Providers: Supports multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable via AI Control Tower and AI Admin Hub consoles.
    • Security and Access Control: Execution of AI agents and workflows is secured through Access Control Lists (ACLs) that enable Run As capability, allowing agents to operate with dynamic or AI user identities.
    • Activation and Configuration: AI agents and workflows are read-only by default. To enable autonomous operation, customers must duplicate and activate the relevant agentic workflows and AI agents, and configure unique triggers for automatic invocation or opt for manual invocation without triggers.
    • AI Search Requirement: AI Search must be enabled on the instance before configuring AI agents.

    Key Outcomes

    • Automated validation and fee estimation for public sector information requests, improving accuracy and efficiency.
    • Flexibility in choosing AI model providers to tailor AI capabilities according to organizational preferences and compliance needs.
    • Enhanced security through controlled execution of AI agents, ensuring actions are performed under appropriate user contexts.
    • Simple activation process to transition AI agents from read-only to fully operational, supporting both automated and manual workflow triggers.

    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 ServiceNow Otto 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 on your instance 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 AI Admin Hub 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 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 Configure AI Agents for Public Sector Digital Services.