Using Now Assist for Public Sector Digital Services (PSDS)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Using Now Assist for Public Sector Digital Services (PSDS)

    Now Assist for Public Sector Digital Services (PSDS) is designed to help agents efficiently manage and resolve government cases by leveraging generative AI skills. It enables agents with roles to quickly understand case contexts, summarize chat histories, and synthesize information from multiple knowledge bases. This enhances the speed and accuracy of constituent support in complex or long-running cases.

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    Key Features

    • Government Case Summarization: Automatically condenses detailed case records into concise summaries, including issue details and actions taken. Summaries appear above the activity stream and incorporate key case fields such as short description, notes, email, and SLA information.
    • Chat Summarization: Generates summaries of chat histories between virtual agents, live agents, and constituents. This provides critical conversation context for smooth handoffs between agents and supports future reference and action.
    • Now Assist AI Search for CSM Workspace: Synthesizes and summarizes information from multiple knowledge bases to deliver relevant, conversational answers to agent searches. This replaces lists of search results with actionable, AI-generated responses for improved efficiency.
    • Fee Waiver AI Agent Skill: Calculates fee breakdowns and provides recommendations on fee waiver requests based on knowledge article guidelines. It autonomously estimates total fees and reasons for approval or rejection, streamlining fee management for information requests.

    Important Considerations for ServiceNow Customers

    • Availability of Now Assist features may vary by region, environment, and compliance requirements. Some AI capabilities may not be accessible in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted setups, or regulated markets.
    • Model provider options and specific features could be limited for customers with in-country SKUs. Customers should monitor ServiceNow knowledge base articles for updates on feature availability and supported environments.

    Benefits for ServiceNow Customers

    By using Now Assist for PSDS, government agents can significantly reduce the time needed to understand complex case histories and chat interactions. The AI-driven summaries and search capabilities help deliver faster, more accurate responses to constituents, improve case resolution rates, and support better decision-making through actionable insights. This ultimately enhances the constituent experience and optimizes agent productivity within the Public Sector Digital Services environment.

    If you have an agent role, you can use various skills with the Now Assist for Public Sector Digital Services (PSDS) application.

    Summarize the case details to help you understand the case context quicker. These summaries are useful for long-running or complex cases that include multiple conversations between agents and constituents.

    Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer by using the chat summarization skill in the Now Assist for Public Sector Digital Services (PSDS) application.

    Synthesize and summarize information from multiple KBs to deliver relevant answers in a conversational format using the Now Assist AI Search for CSM Workspace​ plugin​. This skill provides actionable AI-generated or AI-selected answers to a search in CSM Workspace, and can replace a list of possible findings with a single-turn conversational result.

    Skills

    The Now Assist 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.

    Government case summarization
    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
    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.
    Now Assist 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​.
    Fee Waiver AI agent skill
    Determines the fee breakdown for an information request by working to arrive at a subtotal fee estimate, a recommendation for whether a fee waiver request should be approved or rejected, including reasons for any rejection, and a total fee estimate, with the fee waiver, if applicable. This skill works via the Information Request Fee Estimation AI Agent to provide an autonomous decision based on guidelines added in a specific knowledge article. For information on standalone AI agents in Public Sector, see Agentic AI for Public Sector Digital Services.
    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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.