United StatesManufacturing2026 – ongoingHoneywell
Red employee service-desk assistant
Honeywell said its Red AI assistant eliminated most service-desk conversations
Problem
Employee support conversations took time from Honeywell staff and its IT organization.
Approach
Honeywell deployed Red, an AI assistant using ServiceNow and Moveworks. Its chief digital technology officer reported that the assistant had eliminated the majority of service-desk conversations.
Results
No published figures
Takeaway
Red handled employee support through ServiceNow and Moveworks. Honeywell reported fewer service-desk conversations without disclosing a baseline volume or an exact reduction rate.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- IT and R&D
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
ServiceNow quoted Honeywell executive Sheila Jordan describing Red's use of ServiceNow and Moveworks. She attributed the elimination of most service-desk conversations to the assistant and reported time savings for employees and IT.
Full details are in the original sources.