AustraliaChemicals and materials2024 – ongoingOrica
ServiceNow Now Assist for IT support
Orica reported around 12,000 AI actions a month across its IT support operations
Problem
Orica wanted to reduce work reaching its IT service desk and automate parts of case handling.
Approach
Orica integrated ServiceNow Now Assist into support operations and expanded to 20 AI capabilities. These included virtual-agent support and AI case assignment. After introducing the tools broadly, it planned to map team processes to identify further tasks for automation.
Results
Takeaway
The reported deflection rate covered successful virtual-agent flows. It did not describe the share of all employee requests resolved without the service desk.
Categories
- Size
- Large enterprise
- Industry
- Chemicals and materials
- Business function
- IT and R&D
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
Orica executives described the expansion of Now Assist across IT support. They reported around 12,000 monthly AI actions and about 94% deflection of successful virtual-agent flows.
Full details are in the original sources.
