KPMG Healthcare Customer Service Automation · IT Operations Automation
A complex post-merger environment left the healthcare organization with an over-customized ServiceNow platform, technical debt, inconsistent processes, and multiple service systems that made support difficult to maintain and scale.
Reported impact
More than 200,000 employees adopted the new platform, AI-enabled interactions reduced live-agent demand, and the organization replaced a heavily customized environment with a more standardized and scalable service platform.
KPMG led a greenfield reimplementation of the organization's enterprise service-management environment on ServiceNow. The project standardized IT processes, consolidated more than five legacy systems, and unified IT, HR, and procurement services through a single employee portal. With common data and workflows in place, the organization enabled ServiceNow's virtual agent and AI Control Tower to support employee requests and reduce demand on live agents. KPMG coordinated more than a dozen workstreams and over 50 integrations, governed the redesign with a technical design authority, and supported a phased rollout for more than 200,000 employees and 10,000 fulfillers. The source does not name specific AI models or describe the virtual agent's data retrieval and processing architecture.
Employee service requests enter the unified ServiceNow portal and virtual agent; standardized workflows resolve routine needs or route them to IT, HR, and procurement fulfillers.
"AI-enabled interactions drove a significant reduction in live-agent demand."
"The company has enabled ServiceNow capabilities, including a virtual agent and AI control tower, allowing employees and service teams to work more efficiently."
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Related
OpenAI Sample Nov 5, 2026 cult.fit cult.fit wanted teams to solve operational and product challenges without adding process complexity. Fragmented developer tools hindered shared engineering practices, data requests bottlenecked at a central analyst… $100,000+ annual software savings Codex · GPT Realtime · OpenAI API 
Microsoft Sample Jun 12, 2024 Stavanger Kommune “Using data more intelligently for both the management and the governance of our community will mean better decision-making, greater control, and ultimately improved delivery of the services the citizens need.” Eva… It was consolidated in January 2020 by merging two smaller municipalities, and now consists of around 145,000… Azure · Azure AI Studio · Azure OpenAI Service 
ServiceNow Sample Modified · Nov 12, 2026 Medtronic Medtronic employees work under different country, contract, and regulatory arrangements, making a single HR knowledge base insufficient. The company needed a relevant, self-service way to answer routine HR questions and… 200 custom AI use cases in roadmap HRmony · Moveworks · ServiceNow HR Service Delivery 