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 AI provider behind this implementation.
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