Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
A global enterprise technology company with over 20,000 employees sought to scale its support operations while strictly controlling costs.
The organization faced the tension of increasing efficiency without compromising high-touch service quality. Early attempts at AI adoption lacked...
“Our vision is to seamlessly integrate AI with a hospitality-first approach—automating processes where appropriate while empowering our team to focus on delivering genuine moments of human connection and care.”
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Note — ServiceNow is also the vendor behind this implementation.
ServiceNow's Customer support automation is part of this use case:
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Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
A global enterprise technology company with over 20,000 employees sought to scale its support operations while strictly controlling costs.
The organization faced the tension of increasing efficiency without compromising high-touch service quality. Early attempts at AI adoption lacked...
“Our vision is to seamlessly integrate AI with a hospitality-first approach—automating processes where appropriate while empowering our team to focus on delivering genuine moments of human connection and care.”
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Note — ServiceNow is also the vendor behind this implementation.
ServiceNow's Customer support automation is part of this use case:
Related implementations across industries and use cases
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Agents were buried in common questions, with resolutions taking 3 hours. Now, an AI agent fields FAQs, freeing experts for complex cases.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Agents were buried in common questions, with resolutions taking 3 hours. Now, an AI agent fields FAQs, freeing experts for complex cases.
Scattered data and basic coding tools bottlenecked engineers. A 9-agent AI workflow shifts them from writing code to directing AI teams.
Sequential AI testing bottlenecked development. Engineers built a concurrent, code-first pipeline to evaluate agent responses in seconds.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.