ServiceNow Otto for Public Sector Digital Services (PSDS)

  • Release version: Zurich
  • Updated September 18, 2025
  • 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) is an application that leverages generative AI to help agents efficiently understand public service cases by summarizing details and comment activity. This capability enables agents to quickly grasp case context, improving service delivery within public sector environments.

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    Key Features

    • Generative AI Summarization: Automatically generates concise summaries of case details and comments to provide clear context for agents.
    • Agentic Workflows: Supports AI-driven workflows tailored for public sector digital services to enhance operational efficiency.
    • Configurable and Extensible: Customers can configure the application to fit their specific needs and integrate AI capabilities effectively.

    Usage Considerations and Limitations

    • Model Availability: Some AI models and features may not be available in certain regions, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, or other restricted environments. Customers should verify availability for their region and compliance requirements.
    • AI Limitations: AI outputs may not always be accurate or complete. ServiceNow advises thorough testing, human oversight, and cautious use especially in sensitive or high-impact areas such as healthcare, finance, legal, or security.
    • Data Processing and Privacy: Data from customer instances is transferred to centralized ServiceNow environments, possibly involving third-party cloud providers like Microsoft Azure, and handled according to ServiceNow’s compliance policies.
    • Data Collection and Opt-Out: Inputs, outputs, and edits are collected to improve AI models and technologies. Customers can opt out of data collection at any time to maintain control over their data usage.

    Support and Resources

    • Access to ServiceNow Community and AI & Intelligence forums for assistance.
    • Known Error Portal for troubleshooting common issues.
    • Customer Service and Support contacts for personalized help.

    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.

    Troubleshoot and get help

    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.