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Ramisun designs ServiceNow Virtual Agent to resolve routine requests around the clock — on the portal, mobile, Microsoft Teams, and Slack. Powered by conversational AI and grounded in your knowledge, it understands intent, answers accurately, completes common tasks, and hands off smoothly to a human when needed. The result is instant help for users, real deflection for your agents, and self-service people actually choose to use.
ServiceNow Virtual Agent is ServiceNow's conversational AI for self-service. Virtual Agent understands what a user is asking in natural language, answers from your grounded knowledge, and completes common tasks — password resets, status checks, requests — through guided conversations on the portal, mobile, Microsoft Teams, and Slack. Ramisun designs conversation flows and grounds them in your data, with smooth escalation to a human when the situation calls for it, so self-service genuinely resolves instead of frustrating.
"A chatbot that can't resolve anything just adds a step before the queue. Done right — grounded, task-capable, and where people already work — Virtual Agent becomes the fastest way to get help."
Ramisun designs natural conversation flows with strong intent understanding, so users are understood the first time.
Virtual Agent answers from your knowledge base and, with Now Assist, generates grounded responses to open questions.
Beyond answers — the agent resets passwords, checks status, and fulfils common requests end-to-end in chat.
Deployed on portal, mobile, Teams, and Slack, with seamless handoff to a live agent and full context.
The technology finally resolves rather than deflects-to-a-queue — and users notice.
From question to completed task — in a single conversation, on any channel.
User asks in natural language, any channel
NLU identifies intent and entities
Grounded knowledge answers the question
Guided flows complete common tasks
Request handled without an agent
Complex cases pass to a human with context
The gap between a keyword bot and a task-capable, grounded agent is enormous.
| Area | ❌ Basic Keyword Chatbot | ✅ ServiceNow AI + Ramisun |
|---|---|---|
| Understanding | Rigid keywords, frequent dead-ends | Natural-language intent understanding |
| Answers | Static, often wrong or outdated | Grounded in your live knowledge base |
| Task Capability | Can only link out | Completes tasks end-to-end in chat |
| Channels | Web widget only | Portal, mobile, Teams, and Slack |
| Deflection | Low — users bail to the queue | Real resolution, meaningful deflection |
| Handoff | Cold transfer, lost context | Warm handoff with full conversation context |
| Improvement | Manual, rarely updated | Analytics-driven continuous tuning |
Each capability maps to a specific part of conversational self-service.
Ramisun designs natural, well-structured conversation flows with strong intent understanding, so users are understood the first time and rarely hit a dead end.
We ground Virtual Agent in your knowledge base and, with Now Assist, enable grounded generative answers to open-ended questions — accurate and always current.
Ramisun builds guided flows so Virtual Agent doesn't just answer — it resets passwords, checks request status, and fulfils common tasks end-to-end within the conversation.
We deploy Virtual Agent where people already work — portal, mobile, Teams, and Slack — with seamless, context-rich handoff to a live agent whenever a human is the right answer.
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 which requests flood your queue and we'll show you exactly how ServiceNow Virtual Agent deflects them — grounded, task-capable, and on every channel.
"Done right — grounded, task-capable, and where people already work — Virtual Agent becomes the fastest way to get help."
Virtual Agent is ServiceNow's conversational AI for self-service. It understands natural language, answers from your knowledge, and completes common tasks through guided conversations on the portal, mobile, Microsoft Teams, and Slack — with handoff to a human when needed.
A basic chatbot matches keywords and usually just links out. ServiceNow Virtual Agent understands intent, answers from grounded knowledge, and actually completes tasks — resetting passwords, checking status, fulfilling requests — so it resolves rather than deflecting users into a queue.
Yes. Virtual Agent integrates with Microsoft Teams and Slack as well as the portal and mobile, so employees and customers get help in the tools they already use every day.
Now Assist adds grounded generative AI, so Virtual Agent can answer open-ended questions in natural language from your knowledge — going beyond scripted topics while staying accurate and on-policy.
Virtual Agent hands off to a live agent with the full conversation context, so the user never has to repeat themselves. We design these escalation points deliberately so handoff feels seamless.
With good conversation design and grounded knowledge, around 60% of routine requests can be resolved in-conversation. Actual deflection depends on knowledge quality and the tasks automated, both of which we build out.
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.