Implementation
Case Summarisation
Instant summaries of employee and customer cases give agents full context without reading the whole thread.
Now Assist for HRSD & CSM
AI That Makes Service Feel Effortless.
ServiceNow Now Assist for HR & Customer Service — summaries, answers, and replies, grounded in your data.
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.
Case SummarisationReply DraftingKnowledge AnswersGoverned & Audited
50%Faster Case ResolutionAI summaries & replies
60%Routine Queries DeflectedGrounded self-service
4.6/5Service SatisfactionConsistent, fast answers
3 wksTypical ActivationFirst skills live
Direct Answer
What Is Now Assist for HRSD & CSM?
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.
Grounded, Not GenericAgile, Sprint-Based DeliveryGuardrails & Human-in-the-Loop
Core Capabilities
What the Engagement Covers
Reply & Response Drafting
AI drafts clear, on-brand, empathetic replies from case context that agents refine and send.
Knowledge-Grounded Self-Service
Now Assist answers employees and customers directly from your knowledge, deflecting routine queries 24/7.
Sentiment & Prioritisation
AI surfaces sentiment and urgency so the most sensitive cases get attention first.
Market Data
Why AI Is Reshaping Employee & Customer Service
Expectations are rising on both fronts — and generative AI is the fastest lever.
60%of HR and service queries are routineIndustry Benchmarks
85%of the Fortune 500 run ServiceNowServiceNow
50%faster case handling with GenAIIndustry Benchmarks
229%3-year ROI on ServiceNow platformForrester TEI
How It Works
How Now Assist Works in a Service Workflow
From a question or case to a resolved, consistent answer — AI assisting throughout.
1
Contact
Employee or customer reaches out
2
Deflect
Grounded self-service answers the routine
3
Summarise
Now Assist condenses the case for the agent
4
Draft
AI drafts an empathetic, on-brand reply
5
Send
Agent reviews, personalises, and responds
6
Learn
Resolutions feed knowledge and improve deflection
Before vs After
Traditional Service vs Now Assist with Ramisun
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 |
Capabilities
What Ramisun Delivers with Now Assist for HRSD & CSM
Each capability maps to a specific Now Assist skill — with real outcomes.
📝 Case Summarisation
Ramisun activates case summarisation so HR and customer service agents grasp any case in seconds — history, sentiment, and status — without reading the full thread.
- Instant summaries of long case threads
- Context preserved across handoffs
- Faster triage of sensitive cases
- Readable summaries for every case
50%Faster context
0Thread reading
AnyCase type
✍️ Reply & Response Drafting
We enable AI-drafted replies that pull from case context and your knowledge — clear, empathetic, and on-brand — which agents personalise and send.
- Empathetic, on-brand reply drafts
- Grounded in case context and knowledge
- Agent review-and-personalise workflow
- Consistent quality across the team
50%Faster replies
HumanApproved
🤖 Knowledge-Grounded Self-Service
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.
- Direct answers from your knowledge, 24/7
- Routine query deflection for HR and CSM
- Seamless handoff to a human when needed
- Answers stay consistent with policy
60%Queries deflected
24/7Availability
📊 Sentiment & Prioritisation
We surface AI-detected sentiment and urgency so your team attends to the most sensitive employee or customer situations first, protecting experience and trust.
- Sentiment detection on incoming cases
- Urgency-aware prioritisation
- Escalation of at-risk interactions
- Better experience for sensitive cases
SmartRouting
Delivery & Governance
How Ramisun Delivers AI — Governed From Day One
An out-of-box-first, evolutionary approach that ships value from the first sprint — with policy, audit, and human oversight built in.
Grounded, Not Generic
Agents and Now Assist reason over your knowledge, CMDB, and records — not the open internet — so answers stay accurate and relevant.
Agile, Sprint-Based Delivery
Working AI capabilities every two weeks. You see summarisation, then deflection, then agentic action go live incrementally.
Guardrails & Human-in-the-Loop
Every skill and agent ships with policy controls, escalation paths, and human checkpoints — autonomy earned scenario by scenario.
Measured Impact
Deflection, resolution time, adoption, and CSAT are tracked from day one — so AI value is proven, not assumed.
Full Auditability
Every AI action is logged with model version and confidence via the AI Control Tower — provable governance for any reviewer.
Adoption & Enablement
Training and change management are built into delivery — so your teams trust and actually use the AI you deploy.
Explore Agentic AI & Now Assist Enablement
Related AI Capabilities We Deliver
Trusted by Global Enterprises
We partner with industry leaders to drive meaningful transformation.
Testimonials
What our clients say
★★★★★
“Ramisun didn't just implement ServiceNow — they redesigned how our teams work. Their AI agents now handle most routine requests.”
VP of IT OperationsEnterprise Healthcare Network
★★★★★
“Their marketplace expertise was the difference. We went from prototype to a certified ServiceNow Store listing our team could sell.”
Co-founder & CTOAI-Funded Startup, Silicon Valley
★★★★★
“Transparent, agile, and genuinely business-first. Every sprint ended with something we could show our executives.”
Director, Digital ProgramsFinancial Services Firm
★★★★★
“The CMDB work alone paid for itself. We finally trust our configuration data enough to automate against it.”
Head of Platform EngineeringGlobal Manufacturer
★★★★★
“Hypercare was real hypercare. Go-live week felt boring in the best possible way.”
IT Service OwnerTelecom Operator
★★★★★
“Ramisun didn't just implement ServiceNow — they redesigned how our teams work. Their AI agents now handle most routine requests.”
VP of IT OperationsEnterprise Healthcare Network
★★★★★
“Their marketplace expertise was the difference. We went from prototype to a certified ServiceNow Store listing our team could sell.”
Co-founder & CTOAI-Funded Startup, Silicon Valley
★★★★★
“Transparent, agile, and genuinely business-first. Every sprint ended with something we could show our executives.”
Director, Digital ProgramsFinancial Services Firm
★★★★★
“The CMDB work alone paid for itself. We finally trust our configuration data enough to automate against it.”
Head of Platform EngineeringGlobal Manufacturer
★★★★★
“Hypercare was real hypercare. Go-live week felt boring in the best possible way.”
IT Service OwnerTelecom Operator
✦ Get Your Free Consultation
Ready to Transform with ServiceNow?
- Free ServiceNow scoping session, no generic pitches
- Tailored roadmap mapped to your exact processes
- Transparent pricing — no hidden fees
- Response within 1 business day
“
An implementation is only as good as the consulting behind it. When the platform mirrors how your business actually works, adoption follows — and so does ROI.Vinnay Nigam, Founder & CEO, Ramisun
100+Implementations
229%3-yr ITSM ROI (Forrester)
8–16 wksTypical Go-Live
Confidential. We never sell data or send spam.
Frequently Asked Questions
Now Assist for HRSD & CSM — Questions Answered
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.
Security & Compliance
Enterprise-grade trust, built in
Responsible AI adoption needs guardrails. Our delivery model is designed around security, auditability, and compliance from the first workshop.
SOC 2 Aligned
Delivery processes mapped to SOC 2 trust principles.
ISO 27001 Practices
Information security management across every engagement.
GDPR Ready
Privacy-by-design data handling and processing controls.
AI Governance
Policy controls, auditability, and human oversight for every AI agent.
