Agents sifted through notes on 1M annual tickets. AI now drafts resolutions and summaries, saving 160,000 hours of work per year.
One of the world's largest professional services networks, with 400,000 employees and a service desk managing over a million tickets annually across 21 languages.
Routine IT and HR requests distracted staff from client service. Complex escalations forced agents to sift through hard-to-decipher notes and ask...
“At the end of the day, we are a people business. It is the knowledge and the assurance from our 400,000 employees that make the global organization special. That’s why human intelligence needs to be embedded throughout AI processes.”
Global professional services for assurance, tax, consulting, and strategy.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Related implementations across industries and use cases
IT experts scrolled logs across 6 systems. GenAI now summarizes context and drafts notes, saving 25 minutes per major incident.
Staff struggled with 18 disconnected legacy tools. GenAI agents now summarize chats and automate notes, boosting IT productivity 20%.
Rigid contracts trapped internal support. Moving to cloud AI cut costs 50% and turned the desk into a scalable service for global clients.
Daily GenAI use introduced prompt injection risks. Real-time monitoring now blocks threats and addresses 8 of 10 top LLM security risks.
Software provisioning took 4 days, draining billable time. AI now automates approvals in chat to grant access instantly.
Operations relied on local Excel sheets. Custom LLMs now translate tickets instantly and automate approvals across 600 sites.
IT reporting took 10 mins while shoppers waited. AI now captures tickets via voice or text, cutting resolution time from 2 hours to 30 mins.