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.
Related implementations across industries and use cases
Agents manually reconstructed context across systems. AI now summarizes history and drafts responses in a single, unified workflow.
One IT agent per 1,000 staff battled "tab chaos." AI now resolves 90% of requests autonomously, freeing humans for high-value work.
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Agents manually reconstructed context across systems. AI now summarizes history and drafts responses in a single, unified workflow.
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Scattered spreadsheets couldn't catch AI hallucinations. Now, automated LLM judges evaluate every prompt change to block regressions.
Moderation couldn't keep pace with 600M users. AI agents now filter toxicity while models recognize 2.5B objects to refine search.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.
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.
Related implementations across industries and use cases
Agents manually reconstructed context across systems. AI now summarizes history and drafts responses in a single, unified workflow.
One IT agent per 1,000 staff battled "tab chaos." AI now resolves 90% of requests autonomously, freeing humans for high-value work.
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Agents manually reconstructed context across systems. AI now summarizes history and drafts responses in a single, unified workflow.
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Scattered spreadsheets couldn't catch AI hallucinations. Now, automated LLM judges evaluate every prompt change to block regressions.
Moderation couldn't keep pace with 600M users. AI agents now filter toxicity while models recognize 2.5B objects to refine search.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.