13.5k incidents forced agents to rush notes. AI now drafts summaries from transcripts, saving a work-month of admin time annually.
A state capital serving nearly 500,000 residents and employing over 4,500 staff to manage public services and city operations.
Support teams faced over 13,500 annual incidents, making it difficult to maintain detailed documentation or resolution notes while keeping up with...
“Our knowledge base became a stronger resource for employees when they could get direct answers from it, dynamically generated by the ServiceNow AI Platform.”
Municipal government body for the capital city of North Carolina.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
City of Raleigh's Service desk automation is part of this use case:
Related implementations across industries and use cases
Fragmented websites left residents flooding the 311 hotline. Now, an AI assistant generates instant summaries with clickable citations.
Manual email ticketing left employees waiting up to 6 days for IT help. Now, AI routes requests for resolution in under 5 hours.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Manual email ticketing left employees waiting up to 6 days for IT help. Now, AI routes requests for resolution in under 5 hours.
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Staff manually cross-checked hundreds of pages. Agents now synthesize technical files to draft environmental analyses.
Misclassified tickets drove needless escalations. Now, an AI agent auto-routes cases and surfaces 1-click resolutions for support teams.
12,000 employees overwhelmed 20 IT agents. AI now resolves routine tickets, cutting calls 30% to support 2x scale without new hires.
13.5k incidents forced agents to rush notes. AI now drafts summaries from transcripts, saving a work-month of admin time annually.
A state capital serving nearly 500,000 residents and employing over 4,500 staff to manage public services and city operations.
Support teams faced over 13,500 annual incidents, making it difficult to maintain detailed documentation or resolution notes while keeping up with...
“Our knowledge base became a stronger resource for employees when they could get direct answers from it, dynamically generated by the ServiceNow AI Platform.”
Municipal government body for the capital city of North Carolina.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
City of Raleigh's Service desk automation is part of this use case:
Related implementations across industries and use cases
Fragmented websites left residents flooding the 311 hotline. Now, an AI assistant generates instant summaries with clickable citations.
Manual email ticketing left employees waiting up to 6 days for IT help. Now, AI routes requests for resolution in under 5 hours.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Manual email ticketing left employees waiting up to 6 days for IT help. Now, AI routes requests for resolution in under 5 hours.
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Staff manually cross-checked hundreds of pages. Agents now synthesize technical files to draft environmental analyses.
Misclassified tickets drove needless escalations. Now, an AI agent auto-routes cases and surfaces 1-click resolutions for support teams.
12,000 employees overwhelmed 20 IT agents. AI now resolves routine tickets, cutting calls 30% to support 2x scale without new hires.