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ServiceNow Commercial and Professional Services Melbourne, Australia

LAB3 Pty Ltd

Customer Service Automation · Enterprise Knowledge Search

LAB3 needed to modernize service management so support engineers were not spending a week chasing follow-ups, validating request items manually, and answering routine queries instead of delivering higher-value customer service.

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100x increase in usage via the service portal
20% uplift in self-service rate
37% cut in time to validate request items
46% reduction in workflow bottleneck

Reported impact

Business outcome

LAB3 cut mean time to resolution by 47%, reduced workflow bottlenecks by 46%, improved self-service rates by 20%, shortened request validation by 37%, and reported a 100x increase in service-portal usage while onboarding junior developers in weeks instead of months.

  • Customer Experience
  • Productivity Improvement
  • Speed to Market

Solution

LAB3 standardized service delivery on the ServiceNow AI Platform instead of building separate AI tooling in house. It deployed Now Assist across IT Service Management, Customer Service Management, and Creator so engineers could generate case summaries, resolution notes, and workflow logic from natural-language prompts. Customer requests enter through a hybrid service portal and Microsoft Teams, where AI Search returns personalized answers and deflects common requests before they hit the desk. When work does become a case, ITSM and CSM route it through Agent Workspace with AI context already attached, reducing follow-up traffic and speeding handoffs between responders and managers. LAB3 also used Creator AI features to generate app and workflow code more quickly, helping junior developers build and automate service processes without compromising security for regulated customers.

Data flow

Customer and employee questions arrive through the service portal or Microsoft Teams, where AI Search and Now Assist answer or classify requests first. Unresolved work is routed through ITSM and CSM into Agent Workspace, where engineers use generated summaries and notes to resolve cases faster, while Creator AI accelerates the supporting workflow and app logic behind the scenes.

Solution architecture

7 components · 3 layers
  1. Compute
    • Now Assist Generates case summaries, resolution notes, and conversational guidance for support staff.
    • Creator Uses AI-powered code and workflow generation to speed app and automation development.
  2. Serving
    • AI Search Returns personalized answers in the service portal so users can self-resolve common requests.
    • Agent Workspace Gives support engineers a single interface with embedded AI assistance and case context.
  3. Orchestration
    • ServiceNow AI Platform Provides the shared workflow and AI foundation for LAB3's customer and employee service operations.
    • IT Service Management Runs incident, request, and fulfillment workflows for LAB3 support operations.
    • Customer Service Management Coordinates customer-facing case handling on the same platform as IT support.

Architecture clues

  • LAB3 processes over 7,000 customer tickets a week on the platform.
  • LAB3 runs a hybrid service model with a separate domain for customers in regulated industries.
  • The AI rollout started with the service desk before expanding to employees and then customers.

Evidence from the source

According to Anthony, the integration has significantly improved the ease of communication within the existing Agent Workspace and achieved higher deflection rates.
By leveraging AI Search in the ServiceNow AI Platform, we have uplifted our self-service rate by 20%, which has also reduced the call volume to the service desk.
LAB3 chose to implement Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), and Creator, for improved productivity and continuous access to support offered by ServiceNow.
Using Creator's AI features, we have removed the complexity of creating those automatic workflows and reduced the onboarding time from months to weeks.
Using the AI and GenAI capabilities of Now Assist, support engineers can now easily generate case summaries and resolution notes at the click of a button.
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
    5 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

    LAB3 Pty Ltd customer story

    First-party
    https://www.servicenow.com/customers/lab3.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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