ServiceNow Otto for Public Sector Digital Services (PSDS) (Built on Now Assist) empowers government agencies to deliver immediate, convenient, experiences to their customers – while streamlining processes and improving collaboration behind the scenes. Building upon its foundational features, the AI platform now includes:
Fee Waiver Skill
Provide autonomous decision based on guidelines added in specific knowledge article.
Government Case Summarization Skill
Condense comprehensive case records into concise summaries, enabling agents to quickly grasp case contexts and respond effectively to inquiries. In addition, generate detailed resolution information for specific government case types, allowing agents to propose solutions to constituents or business contacts and seamlessly integrate this information into the case record.
AI Search
Leverage single-turn capabilities for legislation and policy summarization, providing agents with succinct overviews of complex documents. This feature enhances the ability to navigate and comprehend extensive legislative materials efficiently.
Chat Summarization
Automatically generate summaries of agent-facing chats, capturing the essence of conversations between agents and constituents or virtual agents. This functionality ensures that critical information from interactions is readily accessible for future reference and action.
By integrating these features, ServiceNow Otto for Public Sector Digital Services offers a comprehensive, AI-powered suite of tools designed to streamline operations, improve service delivery, and enhance the overall experience for both agents and constituents.
Investigative Case Summarization Skill
Instantly synthesizes narratives, entities, evidence, and activity into a structured summary, enabling agents to quickly grasp case contexts and respond effectively to inquiries. In addition, generate detailed resolution information for investigative outcomes, allowing agents to propose solutions and seamlessly integrate this information into the case record.
Investigative Case Narrative Refinement (via the ServiceNow Otto Context Menu)
Surfaces gaps, inconsistencies, and tone issues before supervisory review – reducing revision cycles. Delivers real-time refinement suggestions grounded in linked entities, evidence, and case activity. Investigators retain full control to accept, reject, or edit every suggestion.
- Fee Waiver Skill: Provide autonomous decision based on guidelines added in specific knowledge article.
- Government Case Summarization: Summarize case notes on demand and generate resolution notes.
- ServiceNow Otto Admin console: Business user-friendly interface supports configuration and activation of ServiceNow Otto for PSDS features.
- ServiceNow Otto for AI search: Agent facing single-turn capability for legislation/policy summarization.
- ServiceNow Otto Chat Summarization: Agent facing chat summarization.
- ServiceNow Otto Investigative Case Summarization: Utilizing case details, case narrative, evidence, and related entities to quickly summarize the case and identify key actions taken.
- ServiceNow Otto Investigative Case Narrative Refinement: Via the ServiceNow Otto context menu, quickly modify and update case narratives.
- ServiceNow Otto Document Screening: Reduce the manual, repetitive burden in validating large volumes of uploaded documents.
ServiceNow Otto Rebranding
- Required plugins and products
- Public Sector Digital Services Core (com.sn_public_sector_digital_services_core)
- Dependencies
- ServiceNow Otto- Platform