If you have the admin role, you can configure the Now Assist for Public Sector Digital Services (PSDS) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in the Public Sector Digital Services Core UI.
Before you begin
Role required: admin
About this task
Agents can use chat summarization, powered by Now LLM, to gain contextual understanding of support issues throughout a chat's life-cycle, even if it involves virtual agent interactions, transfers to live agents, or multiple handoffs between
agents.
In the
Now Assist for PSDS Admin Console, admins can:
- Define the trigger that determines when a summary is generated (chat handoff, quick action, wrap-up)
- Define where to display (CSM Configurable Workspace, Now Assist panel, or both)
- Add/remove roles to control who can view the skill
Procedure
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Navigate to to access the Now Assist Features tab of the Now Assist Admin console.
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In the dropdown, select .
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On the Chat feature card, select View Details, then select Chat Summarization under Active Skills.
By default, the chat summarization skill is activated for Now Assist for PSDS. If it isn’t active, select Activate Skill in the All available Chat skills section of the chat recommendation card.
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Select Define Trigger, the first step in the guided setup.
By default, many of the options in the setup are configured for the most common use cases. You can use the Back button to navigate through the steps.
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Using the toggles, select what actions trigger the chat recommendation skill.
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Select whether you want the summary to be formatted with bullet points.
By default, summaries are written with bullet points, but can be configured to appear in paragraph form by toggling this off.
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Go to Choose Input by selecting Save and continue.
- Optional:
Select any additional data sources that you want the large language model (LLM) to consider when generating the chat summary.
- Optional:
Select any additional portals to enable chat summary generation for conversations occurring on that portal.
Note: If Add Additional Data Sources is toggled on, the admin must specify a portal and enable a specific channel in the Portals dropdown for the requester to be able to
initiate the chat on that portal. Otherwise, the agent will receive an error message. By default, the Government Service Portal is selected as the portal, and can’t be deselected.
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Select Save and continue.
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Go to Select display, and select where you would like to display the skill.
You can select both in-product,
Now Assist panel, or both.
Select the arrow near the toggle to select roles that can access the skill. You can add roles by entering the name of the role in the
User roles field. You can remove existing roles by
selecting the
X icon in the role bubble. You must have at least one role specified, but you can add as many roles as you like.
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Review your choices and select Activate to complete the skill configuration.
Result
Chat summarization is active and customized for the desired workflow.
What to do next
Review the performance of the Now Assist for PSDS chat summarization skill on the Now Assist Admin console. Learn more about tracking your Now Assist usage at Monitoring Now Assist usage in Subscription Management.