United StatesTechnology and telecom2024 – ongoingServiceNow
Now Assist for internal service agents and employee self-service
ServiceNow said Now Assist cut resolution-note writing time by approximately 80%
Problem
Service agents spent time documenting resolved cases. Employees also opened tickets for questions that existing knowledge could answer.
Approach
ServiceNow piloted incident summaries and code generation before expanding Now Assist internally. It added generated resolution notes that agents reviewed and refined. The company then placed AI search summaries in its employee service portal to support self-service.
Results
Takeaway
Agents retained responsibility for reviewing generated notes. The reported time saving applied to note preparation, rather than the full case-resolution process.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- IT and R&DInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
ServiceNow described its internal rollout of generated service documentation and employee search answers. It reported approximately 80% less time per resolution note and a 14% boost to employee deflection.
Full details are in the original sources.