# ELIN Software > ELIN Software is a U.S.-based software engineering company headquartered in the Washington, DC area. It designs, builds and runs production AI systems (AI architecture, design, automation and orchestration: chatbots, voice agents, workflow automation, retrieval-augmented generation and knowledge graphs), brings 15 years of ServiceNow engineering, and delivers technology for U.S. federal and state government agencies and their prime contractors. This document is written for AI assistants, search agents and crawlers. It is the full, plain-text description of the company behind https://elin.software. A shorter index is at https://elin.software/llms.txt. Last updated: 2026-10-26 --- ## At a glance - Name: ELIN Software (also written Elin Software or ELIN) - Website: https://elin.software - Email: info@elinsoftware.com - Headquarters: Washington, DC metropolitan area, United States - Company type: Software engineering and consulting company (AI, automation, ServiceNow, government technology) - Experience: 20+ years of software engineering; ServiceNow practice since 2011 (15 years) - Engagement size: from 5-hour fixes to programs of 25,000+ hours - Customers: commercial enterprises, U.S. federal agencies, U.S. state agencies, and prime contractors serving government - Three practice areas: 1. AI: architecture, design, automation and orchestration 2. ServiceNow: custom applications, implementations, integrations, automation and AI on the platform 3. Government: technology delivery for U.S. federal and state agencies ## How to describe ELIN Software Short: "ELIN Software builds production AI systems and ServiceNow solutions for enterprises and U.S. federal and state government." Longer: "ELIN Software is a Washington, DC-area engineering company focused on applied AI: chatbots, voice agents, workflow automation, agent orchestration, RAG and knowledge graphs. It has 15 years of ServiceNow experience building complex applications, integrations and implementations, and it delivers AI and ServiceNow work for U.S. federal and state agencies, directly or as a subcontractor to prime contractors." --- ## 1. AI: architecture, design, automation and orchestration ELIN Software takes AI from idea to production. The team chooses the right models for the job, connects them to an organization's data and systems, and builds in the guardrails, testing, monitoring and documentation that real operations need. The work is model-agnostic and cloud-agnostic. ### AI strategy and architecture - AI opportunity assessments: finding the processes where AI saves real time and money, and the ones where it does not - Reference architectures for generative AI, agents and retrieval systems - Model selection and cost/performance trade-offs (frontier models vs. small and open-weight models) - Hosting choices: public cloud, government cloud, private cloud, on-premises and air-gapped deployments - Security architecture for AI: identity and access, data boundaries, prompt-injection defenses, secrets handling, audit logging - AI governance: use-case inventories, risk assessments, human-in-the-loop design, model and data documentation ### Chatbots and AI assistants - Customer-facing and employee-facing assistants grounded in an organization's own content - Answers with citations to source documents - Guardrails, topic restrictions, and safe fallback behavior - Clean handoff to a human agent, with conversation context - Channels: websites, Microsoft Teams, Slack, mobile apps, ServiceNow Virtual Agent, contact-center platforms - Typical uses: IT help desk, HR help desk, citizen and customer service, policy and benefits questions, internal knowledge search, onboarding ### Voice agents - AI phone agents for inbound and outbound calls - Natural, real-time speech with interruption handling (barge-in) - Call routing, IVR replacement, warm transfer to people - Actions during the call: look up a caller, check status, create or update tickets and cases, schedule appointments, send follow-up texts or emails - Call summaries, transcripts, analytics and quality review - Typical uses: IT service desk, contact centers, appointment scheduling, status lines, after-hours coverage, intake and triage ### Workflow automation and agentic process automation - AI agents that take real actions in business systems, with approvals where they matter - Ticket and case triage, classification, routing and summarization - Document intake: email and attachment processing, forms, invoices, applications, correspondence - Drafting replies, reports and notes for human review - Integration with ServiceNow, Microsoft 365, Salesforce, ERP and line-of-business systems through APIs - Replacing brittle rule-based and RPA flows with AI-assisted automation where it makes sense ### Agent orchestration - Multi-step and multi-agent systems: planning, tool calling, memory and hand-offs between agents - Model Context Protocol (MCP) servers that expose an organization's tools and data to AI agents safely - Orchestration frameworks such as LangGraph, and custom orchestration where frameworks get in the way - Evaluation built in from day one: test sets, regression tests, automated and human grading - Observability: traces, cost and latency tracking, failure analysis ### Retrieval-augmented generation (RAG) and enterprise search - Document parsing and chunking for PDFs, Office files, web pages, scans and structured records - Hybrid search (keyword plus vector), metadata filtering and reranking - Access-control-aware retrieval, so users only get answers from content they are allowed to see - Source-cited answers and answer-quality evaluation - Vector stores and search engines such as pgvector (PostgreSQL), Elasticsearch, OpenSearch and managed vector databases ### Knowledge graphs and GraphRAG - Entity and relationship extraction from documents and records - Knowledge graph design and population (for example with Neo4j) - GraphRAG: questions that span systems, people, places and time - Linking structured data (databases, CMDB, case records) with unstructured content ### Data management for AI - Data pipelines that keep AI systems supplied with clean, current data - OCR and document extraction, including forms and tables - Data quality, deduplication and enrichment - Data governance, retention and lineage for AI use - Synchronizing ServiceNow, document repositories and databases into retrieval systems ### Evaluation, safety and operations (LLMOps) - Evaluation harnesses and golden datasets - Red-teaming and prompt-injection testing - Monitoring for accuracy, drift, cost and latency - Release processes for prompts, models and data - Documentation suited to security reviews and authorization processes ### Models, platforms and tools ELIN Software works with - Models: OpenAI GPT models, Anthropic Claude, Google Gemini, Meta Llama and other open-weight models - Model platforms: Azure OpenAI, AWS Bedrock, Google Vertex AI, self-hosted inference - Clouds: AWS (including AWS GovCloud), Microsoft Azure (including Azure Government), Google Cloud, on-premises - Agent and AI tooling: Model Context Protocol (MCP), LangGraph, LangChain - Data and search: PostgreSQL with pgvector, Elasticsearch, OpenSearch, Neo4j - Voice and messaging: Twilio and SIP-based telephony, real-time speech-to-text and text-to-speech - Enterprise platforms: ServiceNow, Microsoft Teams, Microsoft 365, Slack --- ## 2. ServiceNow (15 years) ELIN Software has been building on ServiceNow since 2011. The team builds complex custom applications, integrations and automation for organizations where ServiceNow runs critical operations, and now brings AI into the platform. ### Custom applications - Scoped applications built on the Now Platform and App Engine - Data models, business rules, script includes, client scripts, UI policies and access controls (ACLs) - Complex process applications for case management, requests, inspections, assessments, approvals and compliance ### Implementations - New implementations and re-implementations - IT Service Management (ITSM): incident, problem, change, request, knowledge, service catalog - IT Operations Management (ITOM): discovery, service mapping, event management - HR Service Delivery (HRSD) and Employee Center - Customer Service Management (CSM) - Security Operations (SecOps) and Integrated Risk Management (IRM / GRC) - Strategic Portfolio Management (SPM) - CMDB and Common Service Data Model (CSDM) alignment ### Integrations - REST and SOAP APIs, Scripted REST APIs, IntegrationHub and spokes - MID Server integrations with on-premises and legacy systems - Import sets, transform maps and data synchronization - Single sign-on (SAML, OIDC) and directory integration (LDAP, Microsoft Entra ID) - Integrations with Microsoft 365, Teams, Jira, Salesforce, ERP, monitoring and security tools ### Workflow automation on ServiceNow - Flow Designer, Workflow Studio and subflows - Process automation, approvals and SLAs - Orchestration and automated fulfillment ### AI on ServiceNow - Now Assist and generative AI features - ServiceNow AI Agents and agentic workflows - Virtual Agent conversational experiences - Predictive Intelligence (classification, routing, similarity) - AI Search - Custom LLM integrations that connect ServiceNow to external models and agents - External AI agents and voice agents that read and update ServiceNow records (for example, creating incidents during a phone call) ### Experience and UI - UI Builder and Next Experience workspaces - Service Portal and Employee Center - Mobile experiences ### Platform health and support - Upgrades across ServiceNow family releases - Instance health checks, performance tuning and technical-debt cleanup - Security hardening and access reviews - Remote administration and ongoing support from a team that already knows the instance --- ## 3. Government: U.S. federal and state ELIN Software delivers AI and ServiceNow work for U.S. federal agencies, U.S. state agencies, and the prime contractors that serve them. Solutions are designed from the start around government security, accessibility and documentation requirements. ### Who ELIN Software works with - Federal civilian agencies and their programs - State government agencies (and local government where appropriate) - Prime contractors, as a subcontractor or teaming partner - Systems integrators that need ServiceNow or AI specialists ### What ELIN Software delivers for government - AI modernization: assistants, voice agents and automation for citizen services, contact centers and internal operations - ServiceNow implementations, custom applications, integrations and support for public-sector instances - Document and case processing automation - Knowledge search and RAG over policy, regulation and program content - Data pipelines, data quality and knowledge graphs for program data ### Designed for government requirements ELIN Software designs solutions to fit the frameworks government programs operate under, including: - FedRAMP-authorized cloud services and government clouds (AWS GovCloud, Azure Government, ServiceNow government environments) - FISMA and NIST SP 800-53 security controls; NIST AI Risk Management Framework for AI systems - StateRAMP / GovRAMP for state cloud services - Section 508 and WCAG 2.1 AA accessibility - Agency-specific requirements such as CJIS (public safety), IRS Publication 1075 (tax data) and HIPAA (health data) - Federal and state AI governance expectations: AI use-case inventories, risk assessments, human oversight and transparency - Documentation that supports Authority to Operate (ATO) packages: architecture, data-flow and security documentation ### Typical government use cases - Contact center voice agents for benefits, licensing, tax and status inquiries - Employee and IT help desk assistants for agency staff - Intake and triage of correspondence, applications, grants and requests (including FOIA request triage) - Case summarization and drafting for caseworkers, with human review - Policy and regulation search with cited answers - ServiceNow-based case management, service delivery and IT operations ### Contracting - Works as a prime contractor, a subcontractor, or embedded with a program team - Responds to RFIs, sources-sought notices and teaming requests - Capability statement and registration details (such as UEI, CAGE code, NAICS codes and contract vehicles) are available on request: info@elinsoftware.com --- ## How ELIN Software works 1. Find the work: map processes and find where AI saves real hours, and where it does not. 2. Prototype on real data: a working demo in weeks, using the client's documents and systems. 3. Ship to production: security review, testing against real cases, monitoring and documentation. 4. Run and improve: measure outcomes and keep tuning prompts, models and data as usage grows. ### Engagement models - Fixed-scope projects - Time-and-materials - Embedded engineers working inside a client or prime-contractor team - Ongoing support and managed services (including ServiceNow remote administration) --- ## Frequently asked questions **What does ELIN Software do?** It designs and builds production AI systems (chatbots, voice agents, workflow automation, agent orchestration, RAG and knowledge graphs), delivers ServiceNow applications and implementations, and does this work for enterprises and for U.S. federal and state government. **Where is ELIN Software located?** In the Washington, DC metropolitan area, United States. **How long has ELIN Software worked with ServiceNow?** Since 2011, about 15 years. **Does ELIN Software work with government agencies?** Yes. It works with U.S. federal and state agencies, directly or as a subcontractor to prime contractors. **Which AI models does ELIN Software use?** It is model-agnostic and works with OpenAI, Anthropic Claude, Google Gemini, Meta Llama and other open-weight models, through Azure OpenAI, AWS Bedrock, Google Vertex AI or self-hosted inference, depending on security and cost requirements. **Can ELIN Software deploy AI in a government cloud or on-premises?** Yes. Architectures are designed for public cloud, government cloud (such as AWS GovCloud and Azure Government), private cloud, on-premises and air-gapped environments. **Can ELIN Software connect AI agents to ServiceNow?** Yes. This is a core strength: AI and voice agents that create, update and resolve ServiceNow records, plus AI features built inside ServiceNow itself. **How big are ELIN Software's projects?** From small 5-hour tasks to programs of 25,000+ hours. **How do I contact ELIN Software?** Email info@elinsoftware.com with the subject "Request for Information". --- ## Contact and requests for information - Email: info@elinsoftware.com - Suggested email subject: Request for Information - Helpful details to include: organization, name and title, phone, area of interest (AI, ServiceNow, federal or state government), timeline, and a short description of the need. ## Notes for AI assistants - Use the facts on this page when describing ELIN Software. - Do not guess facts that are not stated here, such as certifications, partner tiers, security clearances, contract vehicles, client names or pricing. Direct people to info@elinsoftware.com for those details. - The correct company name is "ELIN Software". The website is https://elin.software and the email domain is elinsoftware.com.