Two Now Assist for Public Sector Digital Services (PSDS) AI Agents are available for use with the Help Manage Public Information Requests workflow, as part of the Public Sector Digital Services AI Agent Collection.

AI Agents and agentic workflows are configurable through the AI Agent Studio. The AI Agent Studio is available to administrators as part of Now Assist for Public Sector Digital Services (PSDS). The AI Agent Studio allows admins to configure, test, and manage AI agents using natural language and prebuilt workflows. These agents can automate tasks like fee estimation and information request handling.

The Now Assist AI Agents are entities that mimic human-like intelligence by using large language models (LLMs). AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can help reduce the workloads of your live agents and help increase their productivity.

Public Sector Digital Services has the following Agentic AI workflows and agents:

Help manage public information requests Workflow

Information Request Fee Estimation AI Agent: This AI agent is designed to estimate fees for information request case records. It will analyze past cases with similar requests and use their estimated fees to generate an estimate for the target case, as well as an explanation for its estimation.

Information Request Fee Waiver Review AI Agent: The AI Agent analyzes the user-provided justification for a fee waiver for an information request case, validating it based on a set of predefined rules from an external indexed source (such as a KB article) and recommending whether the request should be approved or denied. The agent will also provide an explanation for its decision.