Enterprise Knowledge Search · IT Operations Automation
ServiceNow wanted to prove GenAI value quickly for employee and customer service teams by using summarization, search, and self-service without long deployment cycles.
Reported impact
Within 120 days ServiceNow forecast about US$10 million in tangible benefit, annualized productivity equivalent to 50 FTEs, a 14% lift in self-service deflection, and roughly 80% less time on resolution notes.
ServiceNow wanted to prove GenAI value quickly for employee and customer service teams by using summarization, search, and self-service without long deployment cycles. ServiceNow implemented a ServiceNow-centered stack built around ServiceNow AI Platform, Now Assist, AI Search, and Knowledge Base. Key components included ServiceNow AI Platform provides the common workflow and AI layer; Now Assist adds generative search, summarization, and drafting; AI Search returns contextual answers from enterprise content; Knowledge Base stores reusable support content. Requests enter through AI Search, are classified or summarized by Now Assist, and uses context from Knowledge Base before ServiceNow AI Platform routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform. Running self-service search and knowledge access on one data model reduced manual handoffs and made expansion easier.
Requests enter through AI Search, are classified or summarized by Now Assist, and uses context from Knowledge Base before ServiceNow AI Platform routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.
Enhancing employee experience In addition to agent productivity, we also wanted to use GenAI to enhance our employee experience, making it easier for our employees to get answers
For our GenAI experience journey, we followed the same strategy that we enacted to improve agent efficiency: learn, deploy quickly, iterate, and drive trackable business value
Our Now Assist goals We applied at ServiceNow to meet several business needs: • Reduce manual work for agents with summaries and resolutions to help them start work fast • Generate content automatically, including intelligent search results, work notes, and knowledge base articles • Deliver engaging experiences with natural human language that deflect cases by empowering people to self-serve By bringing together Now Assist with powerful interfaces and applications, our employees get the right hands-on recommendations, smart nudges for their next steps, and more conversational, seamless search experiences
Rajeev Sethi GVP, Emerging Technologies, ServiceNow Now Assist quickly generated tangible benefit Within months of deployment, was being used across the enterprise, increasing productivity by deflecting cases and automating manual work while also improving our employee self-serve experience
The more often GenAI could help employees self-serve, the more cases we could deflect to avoid agent intervention
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.
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