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ServiceNow Telecommunications North America

C Spire

Customer Service Automation

C Spire support teams were spending too much time manually triaging inbound emails, identifying affected customers and locations, and deciding whether the issue represented an outage.

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125% More cases resolved at the first line of
280+ Hours per month freed from manual triage
44% Faster case triage handling time
Over 70% of C Spire's email triage now runs on agentic AI

Reported impact

Business outcome

C Spire automated about 70% of inbound email triage, sped triage by 44%, improved first-line resolution by 125%, and freed more than 280 hours per month from manual work.

  • Customer Experience
  • Productivity Improvement

Solution

C Spire support teams were spending too much time manually triaging inbound emails, identifying affected customers and locations, and deciding whether the issue represented an outage. C Spire implemented a ServiceNow-centered stack built around ServiceNow AI Platform, AI Agents, and Knowledge Base. Key components included ServiceNow AI Platform provides the common workflow and AI layer; AI Agents run AI-driven triage and response tasks; Knowledge Base stores reusable support content. The stack also connected email so the workflows could reuse existing records, documents, and collaboration channels instead of forcing teams back into manual handoffs. Work enters as cases, requests, or automations, is classified or summarized by AI Agents, and uses context from Knowledge Base and email before ServiceNow AI Platform routes or fulfills the work. Updates then flow back to agents, account teams, or customers through the same connected experience.

Data flow

Work enters as cases, requests, or automations, is classified or summarized by AI Agents, and uses context from Knowledge Base and email before ServiceNow AI Platform routes or fulfills the work. Updates then flow back to agents, account teams, or customers through the same connected experience.

Solution architecture

3 components · 3 layers
  1. Compute
    • AI Agents Execute AI-driven routing, triage, and response tasks inside support workflows.
  2. Storage
    • Knowledge Base Stores reusable knowledge content that search and assistants reference during support.
  3. Orchestration
    • ServiceNow AI Platform Acts as the common workflow and AI platform that unifies service data, automation, and user experiences.

Architecture clues

  • Knowledge content is reused as a source for self-service or AI-assisted answers.

Evidence from the source

More importantly, case closure improved by 125%. "With AI agents handling triage, everybody can do the same thing at the same time—we got that time back, and it flows straight to customers." Britnell says
Over 70% of C Spire's email triage now runs on agentic AI AI agents handle multi-customer routing, location awareness, and outage detection so teams can focus on resolution for its customers 44% Faster case triage handling time 125% More cases resolved at the first line of 280+ Hours per month freed from manual triage 70%+ Of email cases are handled by agentic AI Complex triage work consumed its best people "We were using our best people to prepare cases instead of solve them," says Mark Britnell, C Spire's Senior Manager of ServiceNow Platform
That philosophy made the triage problem impossible to ignore: the team's best talent was disappearing into preparation instead of resolution
The team got back more than 283 hours per month from manual triage
The team stopped preparing and started solving When cases arrive pre-classified and routed with full context, the resolution team moves straight to diagnosis
Transparency Evidence & methodology 100/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    4 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. ServiceNow

    C Spire customer story

    First-party
    https://www.servicenow.com/customers/cspire.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
  • Unverified extracted date Jul 30, 2026 · ServiceNow · Unknown Legacy extracted date without source-page confirmation.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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