Data was scattered across six mailboxes. Now, AI summarizes history in one view, cutting resolution time by 35%.
The world's largest PC manufacturer and a $62 billion technology powerhouse provides managed services to 25,000 enterprise customers globally.
Support agents relied on six disjointed mailboxes and a hardware-only tracking system that ignored software subscriptions. Creating a single case...
“Using the ServiceNow AI Platform, our Level 1 support agents now have smart answers at their fingertips and deliver faster, better services to our customers.”
Personal computers, smartphones, and data center infrastructure manufacturer.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Lenovo's Customer support is part of this use case:
Related implementations across industries and use cases
7,000 weekly tickets delayed by manual notes. AI now drafts instant summaries, slashing resolution time by 47%.
Rigid IVRs failed to naturally resolve surging warranty and order calls. Now, an AI voice agent handles live post-sales conversations.
Fragmented tools forced manual workflows. AI now drafts case summaries and handles routine queries, optimizing support effort by 25%.
7,000 weekly tickets delayed by manual notes. AI now drafts instant summaries, slashing resolution time by 47%.
Customers waited six minutes as staff manually sorted tickets. AI now routes requests instantly, cutting waits to under a minute.
Manually updated profiles left skills stale. The first prototype took two hours per 1,000 consultants—now the agent covers 130K in minutes.
Routine cloud setups tied up engineers for days. Now, developers ask AI agents in Jira and Webex to provision resources instantly.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.
Data was scattered across six mailboxes. Now, AI summarizes history in one view, cutting resolution time by 35%.
The world's largest PC manufacturer and a $62 billion technology powerhouse provides managed services to 25,000 enterprise customers globally.
Support agents relied on six disjointed mailboxes and a hardware-only tracking system that ignored software subscriptions. Creating a single case...
“Using the ServiceNow AI Platform, our Level 1 support agents now have smart answers at their fingertips and deliver faster, better services to our customers.”
Personal computers, smartphones, and data center infrastructure manufacturer.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Lenovo's Customer support is part of this use case:
Related implementations across industries and use cases
7,000 weekly tickets delayed by manual notes. AI now drafts instant summaries, slashing resolution time by 47%.
Rigid IVRs failed to naturally resolve surging warranty and order calls. Now, an AI voice agent handles live post-sales conversations.
Fragmented tools forced manual workflows. AI now drafts case summaries and handles routine queries, optimizing support effort by 25%.
7,000 weekly tickets delayed by manual notes. AI now drafts instant summaries, slashing resolution time by 47%.
Customers waited six minutes as staff manually sorted tickets. AI now routes requests instantly, cutting waits to under a minute.
Manually updated profiles left skills stale. The first prototype took two hours per 1,000 consultants—now the agent covers 130K in minutes.
Routine cloud setups tied up engineers for days. Now, developers ask AI agents in Jira and Webex to provision resources instantly.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.