Now Assist for PSDS
Summarize
Summary of Now Assist for PSDS
Now Assist for Public Sector Digital Services (PSDS) is an application that leverages generative AI to help agents efficiently manage public service cases. It provides AI-generated summaries of case details and comment activity to quickly establish case context. Additionally, it can generate case resolution notes to facilitate knowledge sharing among agents.
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Key Features
- Case Context Summarization: Automatically summarizes case details and comments, enabling agents to quickly understand the background and status of public service cases.
- Resolution Note Generation: Creates draft resolution notes to streamline communication between agents and improve case closure efficiency.
- Configurable AI Models: Supports multiple AI model providers; however, availability varies by customer region, data center environment, and compliance requirements.
Important Considerations
- Some AI models and features may be unavailable for customers in certain regions or restricted environments, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets.
- Customers should regularly check ServiceNow's Knowledge Base articles for updates on model provider availability and feature support.
- The application requires data transfer from customer instances to a centralized ServiceNow environment, which may involve third-party cloud providers, governed by ServiceNow’s compliance policies.
- ServiceNow collects input, output, and modification data from the application to improve AI technologies; customers can opt out of data collection if desired.
AI Limitations and Best Practices
Because the application uses AI and machine learning, outputs may not always be fully accurate or appropriate. It is critical for customers to:
- Test and evaluate the AI-generated content for accuracy and suitability in their specific use cases.
- Maintain human oversight to verify outputs before making decisions, especially in sensitive areas such as healthcare, finance, legal, security, or infrastructure.
- Adhere to ServiceNow’s AI Acceptable Use Policy to ensure responsible use of AI capabilities.
Support and Troubleshooting
Customers can access support resources including the ServiceNow Community, AI & Intelligence forums, the Known Error Portal, and Customer Service and Support for assistance with the Now Assist for PSDS application.
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. They can also generate the case resolution notes to share with other agents.
Get started
- 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.
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. Further, 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.