Customer Service Automation · Enterprise Knowledge Search
As ServiceNow's platform and customer base grew, support, learning, community, and success resources became fragmented across separate portals, while internal teams had to reconstruct context and manually coordinate handoffs across disconnected systems.
Reported impact
ServiceNow increased repeat use of its personalized customer experience, expanded AI-backed self-service, and automated a significant share of case workflows while reducing friction for both customers and internal support teams.
ServiceNow rebuilt its own customer journey around One Customer Experience and One Connected Workflow by layering customer-facing channels and internal operations on the ServiceNow platform. Next Experience (Seismic) provides the personalized front door, while AI Agents, Virtual Agent, AI Search, Case Management, and Knowledge Base simplify discovery, self-service, and guided support for customers. Behind the scenes, Customer Service Management and Technology Provider Service Management coordinate the case processes that employees use to resolve complex issues, and Workflow Data Fabric connects systems, teams, and data sources so agents see shared context in real time. The architecture is designed so customers can start with conversational help and self-service, then flow into coordinated case work without losing history, while employee-facing AI summarizes accounts, recommends actions, and drafts responses inside the same connected workflow.
Customers enter through Next Experience, where AI Search, Virtual Agent, and AI Agents surface knowledge and self-service actions. When an issue needs deeper support, Case Management and the Customer Service Management and Technology Provider Service Management workflows coordinate the handoff, while Workflow Data Fabric shares context across systems so employees can summarize history, recommend next steps, and respond without rebuilding the case manually.
37% of our case workflows are supported by AI, automating tasks like routing, categorization, and summarization
91% of self-service requests are now supported by AI agents and automation
Information was spread across systems, forcing employees to toggle between tools, reconstruct context, and manually coordinate handoffs.
Support, learning, community, and success resources each lived in their own portals, with different entry points, layouts, and navigation.
is powered by Next Experience (Seismic), combined with AI Agents, Virtual Agent, AI Search, Case Management, and our Knowledge Base
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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.
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