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.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Site queries returned generic links requiring manual searches. Now, an AI agent instantly delivers personalized schedules via backend API.
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
Onboarding across four platforms required weeks of shadowing. Now, an AI assistant instantly answers Slack queries so new hires self-serve.
Staff manually cross-checked hundreds of pages. Agents now synthesize technical files to draft environmental analyses.
Teams manually monitored 395km of track. Now, AI predicts faults like wire sagging in real time, targeting 20% less downtime.
12,000 employees overwhelmed 20 IT agents. AI now resolves routine tickets, cutting calls 30% to support 2x scale without new hires.
Manual alert triage overwhelmed analysts. Now, AI resolves 80% of threats autonomously, freeing teams for proactive threat hunting.
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.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Site queries returned generic links requiring manual searches. Now, an AI agent instantly delivers personalized schedules via backend API.
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
Onboarding across four platforms required weeks of shadowing. Now, an AI assistant instantly answers Slack queries so new hires self-serve.
Staff manually cross-checked hundreds of pages. Agents now synthesize technical files to draft environmental analyses.
Teams manually monitored 395km of track. Now, AI predicts faults like wire sagging in real time, targeting 20% less downtime.
12,000 employees overwhelmed 20 IT agents. AI now resolves routine tickets, cutting calls 30% to support 2x scale without new hires.
Manual alert triage overwhelmed analysts. Now, AI resolves 80% of threats autonomously, freeing teams for proactive threat hunting.