Using agentic workflows in Now Assist for PSDS

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • AI Agents and agentic workflows are configurable through the AI Agent Studio. The AI Agent Studio is available to administrators as part of the Now Assist for Public Sector Digital Services (PSDS) offering.​

    Automate the process of synthesizing similar information requests, associated fees, and apply those fees to cases​ using AI Agent Collection for Public Sector Digital Services.

    The following table lists the Info Request Fee Estimation and Waiver Review AI agents. These AI agents work together to arrive at a subtotal fee estimate, a recommendation for whether a fee waiver request be approved or rejected, and a total fee estimate with the fee waiver, if applicable.

    Importante:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Tabela 1. Available workflows for AI Agent Collection for Public Sector Digital Services
    Workflow name Description Available AI agents
    Estimate fees associated with an information request case record
    • Outlines the steps required to estimate the fees associated with an information request
    • Retrieves similar case records and allows user to exclude any from the fee calculation
    • Estimates and communicates fee breakdown based on similar request queries and request details from the user
    • Communicates sub-total estimate, fee waiver recommendation, and total with fee waiver.
    		 Information Request Playbook Fee Estimation Agent
    Analyze a fee waiver justification for an information request case record Analyzes fee waiver justification from applicant, and validates justification against predefined rules Information Request Playbook Fee Waiver Justification Agent
    Importante:
    By default, all agentic workflow and AI agent records are read only.
    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:
    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.