Now Assist for Public Sector Digital Services (PSDS)

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

    The Now Assist for Public Sector Digital Services (PSDS) application enables agents to leverage generative AI for summarizing public service cases, enhancing their understanding of case details and comment activities. This application is designed specifically for public sector needs and aims to streamline workflows and improve service delivery.

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    Key Features

    • Generative AI Capabilities: Utilize AI to summarize case information effectively.
    • Agentic Workflows: Implement workflows tailored for Public Sector Digital Services.
    • Model Provider Availability: Note that not all AI model providers may be available for in-country customers, and some features might be restricted in specific regions or data centers.

    Key Outcomes

    By adopting the Now Assist for PSDS, customers can expect enhanced operational efficiency, better context for case management, and improved decision-making support. However, it is crucial to apply human oversight on AI-generated outputs, especially in critical sectors such as healthcare or finance. Additionally, customers should be aware of data processing requirements and have the option to opt out of data collection for the enhancement of AI products.

    With the Now Assist 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 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.

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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.