Exploring generative AI skills in Now Assist for Public Sector Digital Services (PSDS)
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Summary of Exploring Generative AI Skills in Now Assist for Public Sector Digital Services (PSDS)
The Now Assist for Public Sector Digital Services (PSDS) application equips agents with generative AI skills to enhance their efficiency in handling government service cases. These capabilities help agents understand case contexts, propose resolutions, and expedite application approvals.
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Key Features
- Investigative Case Summarization Skill: Summarizes case narratives and details, aiding agents in grasping context and proposing solutions effectively.
- Investigative Case Narrative Refinement: Provides real-time suggestions to improve case narratives, allowing agents to control edits before submission.
- Document Screening Skill: Automatically validates uploaded documents, ensuring consistency and flagging potential issues.
- Government Case Summarization Skill: Condenses case records into concise summaries, facilitating quick understanding and response.
- Chat Summarization Skill: Generates summaries of agent-facing chats to ensure critical information is accessible for future interactions.
- AI Search Capabilities: Offers succinct overviews of complex legislative documents and provides AI-generated answers during searches.
Key Outcomes
By utilizing these generative AI skills, ServiceNow customers can expect improved efficiency in case management, enhanced accuracy in responses, and greater overall productivity. However, it's important to note that some features may not be available in all regions or for all customers. Regular updates on availability should be monitored for the latest information.
With the Now Assist for Public Sector Digital Services (PSDS) application, your agents can use generative AI skills to perform various tasks on a government service case.
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.
- Investigative case summarization skill
- Synthesizes case narratives, entities, evidence, and activity into a structured summary, enabling agents to grasp case context and respond to inquiries. Generates detailed resolution information for investigative outcomes, allowing agents to propose solutions and integrate generated information into the case record.
- Investigative case narrative refinement (via Now Assist Context Menu)
- Reviews text and surfaces gaps, inconsistencies, and tone issues before a case narrative is submitted for supervisory review. Delivers real-time refinement suggestions grounded in linked entities, evidence, and case activity, leaving investigators with full control over accepting, rejecting, or editing every suggestion.
- Document screening skill
- Review and validate uploaded documents autonomously, checking IDs, tax forms, and other supporting documents. This skill flags potential issues and surfaces key details, applying consistent validation logic across every submission.
- Government case summarization skill
- 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
- Service level agreement (SLA)
Figure 1. Government case record with case summary - Chat summarization skill
- 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​.
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.