Answer: CX Today reported that ServiceNow said a sales-commissioning query process shifted from an average four-day resolution to eight seconds after workflow redesign with agentic AI. The article also reported ServiceNow said 90% of IT service desk tickets now move from first touch to resolution autonomously, with staff redeployed into other functions.
CX Today reported ServiceNow deployed agentic AI internally with guardrails and redesigned workflows. The article also reported ServiceNow created an “AI Control Tower” to track how many agents are running, their adoption, metrics, value, and longevity.
Source: CX Today