Using Now Assist for Public Sector Digital Services (PSDS)
Summarize
Summary of Using Now Assist for Public Sector Digital Services (PSDS)
Now Assist for Public Sector Digital Services (PSDS) is designed to help agents efficiently manage and resolve public service cases by leveraging generative AI skills. This application supports agents in quickly understanding case contexts, summarizing chat interactions, and generating resolution notes to accelerate case closure and improve service quality.
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Key Features
- Case Summarization: Agents can generate concise summaries of case details, including issue descriptions, actions taken, and updates. These summaries appear above the activity stream and incorporate key fields such as short description, work notes, emails, and SLA information, helping agents grasp case context rapidly.
- Chat Summarization: Summaries are available for various chat scenarios:
- Virtual Agent to Live Agent Handoff: Summarizes customer interactions before a live agent takes over.
- Live Agent to Live Agent Handoff: Summarizes customer actions before transferring between live agents.
- Quick Action Summary: Allows agents to generate on-demand chat summaries using a quick action command.
- Chat Wrap Up Summary: Automatically populates chat summary and short description fields when closing a live chat session.
- Resolution Notes Generation: Agents can create detailed resolution notes to propose case resolutions or communicate decisions to constituents. This feature requires at least 200 words in the case record and provides a pop-up for selecting resolution codes and reviewing notes before submission.
- AI Search Integration: The Now Assist AI Search for CSM Workspace plugin synthesizes information from multiple knowledge bases to deliver concise, conversational AI-generated answers, replacing traditional search result lists with actionable insights.
Practical Benefits for ServiceNow Customers
- Enables faster understanding of complex or long-running cases through AI-generated summaries.
- Improves collaboration by providing clear chat history summaries during agent handoffs.
- Speeds case resolution by generating standardized resolution notes linked directly to case records.
- Enhances customer experience by ensuring consistent and informed communication based on summarized case and chat data.
If you have an agent role, you can summarize the case details and generate the case resolution notes with the Now Assist for Public Sector Digital Services (PSDS) application.
Summarize the case details to help you understand the case context quicker. These summaries are useful for long-running or complex cases that include multiple conversations between agents and constituents.
Generate the case resolution notes to help wrap up cases faster. When you're ready to propose a solution to a constituent or relay a decision about their application, this feature can generate resolution notes and add them to the Case form. The resolution notes also provide the context about the case resolution to other agents who might encounter similar issues or cases.
Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer by using the chat summarization skill in the Now Assist for Public Sector Digital Services (PSDS) application.
Synthesize and summarize information from multiple KBs to deliver relevant answers in a conversational format using the Now Assist AI Search for CSM Workspace plugin. This skill provides actionable AI-generated or AI-selected answers to a search in CSM Workspace, and can replace a list of possible findings with a single-turn conversational result.
Skills
The Now Assist for PSDS application includes the generative AI skills that can enable your agents to understand the case context so that they can propose resolutions to the constituent or approve an application faster.
- Case summarization
- Provides an agent with a summary of a public service case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context, refresh the summary so that it includes the
latest updates to the case, and post the summary to the case work notes.The case summarization skill generates a case summary and displays it above the activity stream. The summary includes the information that the agent enters in the following case record fields:
- Short description
- Description
- Work notes
- Additional comments
- Service level agreement (SLA)
- Chat summarization
- Provides an agent with a summary of a customer's Virtual Agent chat history, live agent chat history, and the interaction history. Agents can view or create the following summaries:
- Virtual Agent chat handoff summary: Summarizes the conversation when Virtual Agent hands off a chat to a live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before engaging with a live agent.
- Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
- Quick action summary: Provides a summary when an agent uses the
/summarizequick action in the Active Chat window. - Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.Note:If a chat summary isn’t available for the interaction, the Chat Summary field doesn’t appear on the interaction record.
- Resolution notes generation
- Can enable an agent to generate the resolution notes for a case, propose the resolution to the constituent or applicant, and add the information to the case record.
The resolution notes generation skill displays a pop-up window that an agent can use to select a resolution code and review the resolution notes text before proposing a resolution to a constituent or relaying a decision to an applicant.
Note:The resolution notes generation skill requires a minimum of 200 words in the case record to generate the resolution notes. If the resolution notes can't be generated, the system displays a message below the Resolution notes field.