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Ramisun brings Now Assist to your employee and customer service teams — summarising cases, drafting empathetic replies, and answering questions from your knowledge instantly. Agents resolve faster with full context, employees and customers get consistent answers on any channel, and self-service deflects the routine. It's grounded in your data and governed with audit trails, so service feels effortless without any loss of control.
Now Assist for HRSD & CSM is ServiceNow's generative AI applied to HR Service Delivery and Customer Service Management. It summarises employee and customer cases, drafts clear and empathetic replies, and answers questions directly from your knowledge — for agents and self-service users alike. Ramisun deploys it grounded in your policies and records, with governance and audit trails, so HR and customer service teams resolve faster while employees and customers get fast, consistent, human-quality answers.
"Whether it's an employee or a customer, people want a fast, accurate, human answer. Now Assist gives agents the summary and the draft — so they spend their energy on the person, not the paperwork."
Instant summaries of employee and customer cases give agents full context without reading the whole thread.
AI drafts clear, on-brand, empathetic replies from case context that agents refine and send.
Now Assist answers employees and customers directly from your knowledge, deflecting routine queries 24/7.
AI surfaces sentiment and urgency so the most sensitive cases get attention first.
Expectations are rising on both fronts — and generative AI is the fastest lever.
From a question or case to a resolved, consistent answer — AI assisting throughout.
Employee or customer reaches out
Grounded self-service answers the routine
Now Assist condenses the case for the agent
AI drafts an empathetic, on-brand reply
Agent reviews, personalises, and responds
Resolutions feed knowledge and improve deflection
The reading, writing, and searching around each case is what AI removes.
| Area | ❌ Traditional Service | ✅ ServiceNow AI + Ramisun |
|---|---|---|
| Case Context | Read the whole thread every time | One-line AI summary, instant context |
| Drafting Replies | Written from scratch, uneven tone | AI-drafted, empathetic, on-brand |
| Self-Service | Static FAQ, low deflection | Grounded AI answers, 24/7 deflection |
| Consistency | Answers vary by agent | Consistent, knowledge-grounded responses |
| Prioritisation | First-in, first-out | Sentiment and urgency surface first |
| Knowledge | Rarely updated | Improves automatically from resolutions |
| Governance | No AI audit trail | Every AI action logged and reviewable |
Each capability maps to a specific Now Assist skill — with real outcomes.
Ramisun activates case summarisation so HR and customer service agents grasp any case in seconds — history, sentiment, and status — without reading the full thread.
We enable AI-drafted replies that pull from case context and your knowledge — clear, empathetic, and on-brand — which agents personalise and send.
Ramisun grounds Now Assist and Virtual Agent in your policies and knowledge so employees and customers get direct, accurate answers 24/7 — deflecting routine volume.
We surface AI-detected sentiment and urgency so your team attends to the most sensitive employee or customer situations first, protecting experience and trust.
An out-of-box-first, evolutionary approach that ships value from the first sprint — with policy, audit, and human oversight built in.
Agents and Now Assist reason over your knowledge, CMDB, and records — not the open internet — so answers stay accurate and relevant.
Working AI capabilities every two weeks. You see summarisation, then deflection, then agentic action go live incrementally.
Every skill and agent ships with policy controls, escalation paths, and human checkpoints — autonomy earned scenario by scenario.
Deflection, resolution time, adoption, and CSAT are tracked from day one — so AI value is proven, not assumed.
Every AI action is logged with model version and confidence via the AI Control Tower — provable governance for any reviewer.
Training and change management are built into delivery — so your teams trust and actually use the AI you deploy.
Tell us where your service teams lose time and we'll show you exactly how Now Assist for HRSD and CSM helps — grounded, governed, and live in weeks.
"People want a fast, accurate, human answer. Now Assist gives agents the summary and the draft — so they focus on the person."
It is ServiceNow's generative AI applied to HR Service Delivery and Customer Service Management. It summarises cases, drafts empathetic replies, powers knowledge-grounded self-service, and detects sentiment — helping agents resolve faster and giving employees and customers consistent answers.
Yes. Now Assist skills exist for both HRSD and CSM on the same platform. Ramisun can deploy them together or sequence them, sharing grounding and governance so you build once and benefit across both audiences.
Replies are drafted from your case context and knowledge, following your tone and policy, and always reviewed by an agent before sending. This human-in-the-loop model keeps responses appropriate, empathetic, and consistent.
Yes. Now Assist runs within your ServiceNow instance under your existing access controls, data is not used to train public models, and every AI action is logged in the AI Control Tower for auditability.
With knowledge properly grounded, around 60% of routine HR and customer queries can be resolved through AI self-service, freeing agents for complex, high-value cases. Actual deflection depends on knowledge quality, which we help strengthen.
Case summarisation and self-service answers typically deliver value within about three weeks. We activate skills incrementally so you see measurable results early.
Every quarter without the right platform is revenue and efficiency left on the table. Tell us your challenge — get a real plan back, not a sales script.
A ServiceNow consultant will reach out within one business day to schedule your session.