Use case of Gen AI in ServiceNow for cost reduction

[vishnuvardh2795]

Hi Team,
Could you please share one practical use case of Generative AI in ServiceNow that helps reduce manual effort and operational costs? It would be helpful if the example also highlights innovative thinking and measurable business impact.

Looking forward to your insights.

Thanks & Regards,
Vishnu Reddy

[its_SumitNow · Accepted solution]

Hi @vishnuvardh2795 

Here's a practical use case that demonstrates strong ROI and innovation:

Automated Incident Resolution with GenAI Virtual Agent

The Scenario: A large enterprise IT service desk receives 5,000+ incidents monthly, with 40% being repetitive issues (password resets, access requests, VPN troubleshooting, application errors). Level 1 agents spend significant time on these routine tickets.

The GenAI Solution: Implement ServiceNow's Now Assist for Virtual Agent with generative AI capabilities that:

• Understands natural language queries from employees (not just keywords)
• Automatically searches the knowledge base, past incidents, and resolution patterns
• Generates contextual, conversational responses with step-by-step troubleshooting
• Creates, updates, or resolves tickets autonomously when appropriate
• Escalates to human agents only when needed, with full context and initial triage completed

Measurable Impact:

• 60% reduction in Level 1 agent workload for routine incidents
• Average resolution time decreased from 4 hours to 8 minutes for common issues
• Cost savings: ~$180K annually (assuming $30/hour agent cost, 2,000 incidents/month automated)
• Employee satisfaction increased by 25% due to instant resolutions
• Agent productivity: L1 agents redeployed to complex problem-solving and proactive initiatives

Innovation Element: The GenAI learns from resolution patterns and continuously improves responses. It doesn't just match keywords—it understands intent, context, and can even draft custom instructions based on the user's role, location, and system configuration.

This use case is already being implemented by organizations and shows clear ROI within 3-6 months.

Best regards

Sumit

[SohamTipnis · Accepted solution]

Hi @vishnuvardh2795,

Here is a use case that I found. 

Accelerate Employee Onboarding

"Help new hires ramp up faster. ServiceNow AI Agents automate onboarding steps—from account setup and provisioning to orientation and training—while coordinating across HR, IT, and managers. Employees get a single place to complete tasks, and HR and managers spend far less time on manual follow-up."

Let me know if this helps you.

If you find my answer useful, please mark it as Helpful and Correct ‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[fknell]

Hi @vishnuvardh2795,

ServiceNow provides an online tool to calculate ROI, it can be found here. AI Agents Economic Value Calculator 

Once you have entered your data, you will find below the calculator a breakdown incl. which functionality will help you achieve the goals. 

For partners and ServiceNow a guideline exists for how to craft business cases for GenAI, it's more detailed and benefits for each Now Assist skill are outlined. I would recommend to speak with your ServiceNow Account Executive or Consulting & Implementation partner to create something individual, that helps you addressing your target groups needs. 

Hope this helps. 

[vishnuvardh2795]

Hi Kilo Patron
Thank you for your response!!!
I need one practical use case in ServiceNow that helps to reduce manual effort.

[Tanushree Maiti]

Please refer this links, see if it helps you:

https://criadvantage.com/servicenow-genai-uses-beyond-itsm/

https://www.servicenow.com/community/in-other-news/servicenow-and-generative-ai/ba-p/2579347

https://www.servicenow.com/blogs/2023/unleash-possibilities-generative-ai.html

[vishnuvardh2795]

Hi Tanushree Maiti,
Thank you for your response!!!
I need one practical use case in ServiceNow that helps to reduce manual effort.