Revolutionize customer service and deliver great experiences with AI. Accelerate self-service, improve agent productivity, and speed resolution time while reducing costs.
Connect people, data and processes in one system of action with CSM. Make self-service smarter, free up agent time to focus on the customer, and intelligently orchestrate and automate workflows for faster issue resolution. Our single architecture, prebuilt workflows, and built-in AI agents deliver rapid value, reduced costs, and drive ongoing results.
Deflect calls and boost satisfaction by enabling customers to get answers and take action through AI-powered conversational chat, portals, and more.
Free up agents to focus on customers. Let AI agents handle routing tasks and provide AI-generated case summaries, recommended actions, and call notes.
Automate routine and complex tasks and let AI agents do the legwork. Uncover bottlenecks and simplify processes to resolve issues quickly and consistently.
The ServiceNow AI Platform unites AI agents, data, and workflows on one enterprise-grade platform built for scale, trust, and efficiency.
Let AI agents handle routine tasks and complete processes autonomously, freeing up human agent time and helping scale the call center 24/7.
Empower customers to get answers and take action through an AI-powered conversational chat. Guide customers through personalized action steps across chat, portals, catalogs and more — so customers can get what they need fast.
Provide a single, configurable workspace integrated across channels for a holistic customer view. AI-powered case summaries, guided playbooks, and recommendations make it fast and easy to provide great service.
Orchestrate complex customer issues seamlessly across departments. Speed up resolution times and boost customer satisfaction with a unified data model and automated workflows.
Let ServiceNow AI Agents create and share relevant knowledge articles and case summaries quickly with your human agents and customers.
Use AI to anticipate customer needs, automate resolutions, and reduce case volume. Achieve value faster with smart, proactive service.
Reduction in customer churn
Service management platforms integrated on one platform
Of key processes now automated
System to replace five systems
Customers migrated in a two-year process
Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps, and data.
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Leave with the know-how.
Arrive eager. Leave exceptional. Act now to save big on Knowledge 2026.
Use GenAI-powered Now Assist to accelerate self-service, boost agent and technician productivity, and speed up resolution time.
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Customer service metrics are the key performance indicators (KPIs) that provide reliable tracking and analytics data on customer service. ServiceNow enhances customer service metrics by providing tools to track and improve KPIs. ServiceNow CSM offers real-time visibility into metrics, integrates AI to capture and improve data, and features strong reporting capabilities to drive continuous improvement and customer satisfaction.
A customer journey map is a tool designed to help visualize and communicate buyers’ processes, needs, and perceptions as they engage with a business. ServiceNow CSM enhances customer journey maps by tracking, managing, and optimizing interactions across all touchpoints. Organizations can visualize interactions, identify pain points, automate workflows, personalize engagements, monitor performance, and integrate channels into a unified interface. This helps organizations understand customer behaviors better and improve their customer service processes.
ServiceNow AI Agents are designed to operate 24/7, autonomously gathering data, making decisions, and executing tasks to achieve predefined goals. Integrated into the ServiceNow AI Platform, these AI agents can handle routine tasks such as processing customer return requests, as well as more complex tasks like managing product recalls. Additionally, they enhance the productivity of human agents by summarizing chats and cases, generating email replies and knowledge articles, and helping them complete tasks more efficiently.
Net Promoter Score is a metric to quantify and chart customer satisfaction, asking current buyers how likely they are to recommend a brand to others. ServiceNow CSM helps improve NPS by tracking feedback efficiently and quickly identifying pain points that affect customer satisfaction. It automates follow-up actions to address concerns and tailors responses based on individual feedback. The platform continuously monitors and improves service quality, integrating data from multiple channels for a comprehensive view.
A chatbot simulates human conversation, ranging from simple to complex capabilities, aiding 24/7 customer support. With ServiceNow’s Virtual Agent, organizations can automate responses, handle complex interactions through AI, and personalize user engagement. The platform integrates with other systems for detailed support, continuously monitors performance, and ensures 24/7 chatbot availability. These enhancements significantly improve customer service efficiency and satisfaction.
Connect with our product experts to arrange a custom demo. See how CSM can transform your business.