Email isn’t going anywhere. Postmaster for ServiceNow turns long, unstructured messages into concise summaries on the record and generates on-brand draft replies for agent review. Teams ship faster acknowledgements, reduce handle time, and keep communication consistent without changing existing routing logic. We’re here to show you how.

Portals, chat, and automations help, but most organizations still receive a high volume of inbound email that becomes incidents, cases, or requests. Standard inbound email actions do the basics. The time sink is everything humans still do by hand:

• Reading long threads to extract the important details
• Rewriting those details into clear, structured notes
• Composing near-identical replies with consistent tone and next steps

That’s where AI adds real value.

Postmaster focuses AI where it helps humans most: understanding and communicating. It does not replace your routing or assignment rules.

• AI summaries on the record
  Distills multi-paragraph emails into a few clear bullets, stored right on the ticket for quick comprehension and smooth handoffs.
• Drafted replies for agent review
  Generates a professional, on-brand response using your instructions. Agents review, tweak, and send from within ServiceNow.
• Works with existing logic
  Your current email routing, assignment, SLAs, and catalogs remain intact. Postmaster adds comprehension and reply assistance on top.

Original email

“Hi, I can’t access VPN since Friday, getting timeouts. Also seeing ‘certificate expired’ popups. Tried rebooting twice. I have customer calls tomorrow morning. Please help.”

Email summary (added by Postmaster)

• VPN access failing since last Friday; timeouts reported
• Laptop shows certificate expiration message
• Urgent: customer calls scheduled next morning

Draft reply (for agent approval)

Hello ,

Thanks for reaching out. I understand you’re unable to connect to VPN and you’re seeing a certificate expiration message. I’ve created a ticket and prioritized it based on your upcoming customer calls.

To help us resolve this quickly, please confirm:

• Your device type (Windows or macOS)
• Current network (home, office, hotspot)
• Whether non-VPN browsing works

In the meantime, please restart your device and run the Company Certificate Updater from the Self-Service app. If it fails, let us know the error shown.

We’ll keep you updated here.

Best,

1. Connect an AI provider
   Configure the AI connector used for summarization and drafting.
2. Target a single high-volume use case
   Start with a common scenario: password resets, entitlement checks, shipping updates, appointment confirmations, or initial troubleshooting.
3. Set tone, persona, and AI instructions
   Define instructions for AI to utilize for summarization & reply, rule-specific (provide variants for IT, HR, CSM, etc).
4. Enable with human review
   Keep humans in the loop. Require agent approval before any AI-drafted reply is sent.
5. Human-in-the-loop by default
   Drafts are suggestions until an agent approves them.
6. Centralized prompts and instructions
   Maintain consistent wording, disclaimers, and tone over time.
7. Auditability
   Store the original message, the AI summary, the draft, agent edits, and send events for QA and compliance.
8. Operational resilience
   If your AI provider is unavailable, email capture and routing continue as normal.

Days 1–30: Pilot

• Focus on 1-2 high-volume email queues
• Summarization + drafted replies with human review
• Baseline metrics for response time, MTTR, and customer satisfaction

Days 31–60: Expand

• 5–8 email types across IT, HR, or CSM
• Add specialized instructions and tone variants per channel
• Weekly QA: fold common agent edits back into instructions

Days 61–90: Scale

• Additional queues & audiences
• Conditional auto-send for low-risk acknowledgements after stable QA
• First response time (FRT): 25–40% faster acknowledgements within 30 days
• Handle time per email: 20–35% reduction after template tuning
• Consistency: fewer tone/style deviations across agents
• Ticket reopen rate: maintain or improve while speeding responses
• Customer satisfaction: customers receive quicker response & more consistent communications

With AI summaries and drafted replies, teams spend less time deciphering and composing and more time resolving. You accelerate acknowledgements, improve clarity, and keep your records clean, all without changing how emails get routed.

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