How ServiceNow improves the employee experience with AI
1.5M+ Interactions with Virtual Agent over 5 years 59% Employee self-solve rate using Virtual Agent 26% Greater search result relevancy with AI Search

Looking for answers

As ServiceNow grows, so does employee demand. Employees have come to expect consumer-like services and quick responses when needs arise. Conversely, it’s unpleasant and unnecessarily expensive for service agents to engage in manual and repetitive tasks.

But requests require information—either for the employee seeking to solve a problem, or for the agent working to find a resolution. And information isn’t always easy to access, distil and share, especially in a growing enterprise. We wanted to drive more personalisation, shorten the time it takes to find answers and simplify the complexity of our information ecosystem for all users.

Putting our platform to work for us

Thankfully, we had homegrown solutions at our fingertips that we could put into action. As customer zero, we get to experience the benefits of ServiceNow products first, while helping them become more sophisticated and feature-rich for our customers.

The first solution we turned to is Virtual Agent with Now Assist. This AI and GenAI powered chatbot provides anytime self-service to our employees, helping them complete routine tasks and answer questions using natural language processing.

The second piece is AI Search, which connects our employees to answers via personalised results in whichever channel they prefer—from in-app to employee portal and more. AI Search brings in data from internal and external sources and uses machine learning capabilities to improve over time. By integrating AI Search and Virtual Agent, our chatbot provides even better, more focused responses.

Virtual Agent and AI Search are at the core of our self-service strategy, helping us drive engaging experiences for all of our employees. Nick Borgwardt Sr. Director, Emerging Technology

Experience is the key to productivity

We’ve seen strong outcomes from using our solutions. More than a million interactions with Virtual Agent have helped our employees get what they need faster, serving up the right topic to our employees 76% of the time. AI Search has improved relevancy of search results by 26% and surfaced 13% faster results.

What does all this really mean? Better employee experiences, with less waiting and frustration. It means employees feeling like their needs matter and they can get what they need more easily. And it means we can refocus on driving results for the business and for our customers—because that’s ultimately what we’re all here to do.

Share this story Products AI Search Now Assist Now Platform Virtual Agent Customer Details Customer ServiceNow Headquarters Santa Clara, California Industry Technology Employees 20,000+
AI Search and Virtual Agent Explore the solutions that help ServiceNow improve the employee experience with AI View Demo Get started with ServiceNow Ready to become a success story? Let's chat
Recommended Stories View All Stories Now on Now ServiceNow adopts AIOps to transform IT operations Read Story Now on Now ServiceNow is building a talent advantage Read Story Now on Now ServiceNow delivers exceptional service at scale Read Story