Now Assist for PSDS
Summarize
Summary of Now Assist for PSDS
Now Assist for Public Sector Digital Services (PSDS) is an application that enables agents to leverage generative AI to efficiently summarize case details and comment activity for public service cases. It also helps generate case resolution notes to facilitate knowledge sharing among agents, improving case handling and collaboration.
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Configuration and Use
ServiceNow customers can configure the Now Assist for PSDS application to activate generative AI capabilities within their public sector service workflows. This integration allows agents to quickly grasp case context and produce resolution documentation, enhancing productivity and case management effectiveness.
Availability and Restrictions
- Not all AI model providers and Now Assist features are available to customers with in-country SKUs or those operating in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted customers.
- Availability also varies by geographic region and regulated markets; customers should regularly check for updates on feature and model provider availability in future releases.
AI Limitations and Responsible Use
The application uses AI and machine learning, which may not always produce fully accurate or complete results. Customers are advised to rigorously test and evaluate the outputs for accuracy and suitability, especially in sensitive or high-impact areas like healthcare, finance, legal, and security. Human oversight is critical, and AI outputs should not be solely relied upon for decision-making. Users must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated over time.
Data Processing and Privacy
- Data from customer instances is transferred to centralized ServiceNow environments, potentially hosted in different regions or by third-party cloud providers such as Microsoft Azure, following ServiceNow’s internal data handling policies.
- ServiceNow collects input, output, and edits from the application to improve AI models and services. It also collects case and test run information for summarization purposes.
- Customers have the option to opt out of future data collection at any time through the Now Assist Opt-Out process.
Support and Troubleshooting
Customers can access support through the ServiceNow Community, AI & Intelligence resources, Known Error Portal, and Customer Service and Support. These resources assist with troubleshooting and provide guidance on effective use of Now Assist capabilities.
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. Furthermore, 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.