800,000 employees, spread across every corporate function, needed one place for support
Supporting roughly 800,000 employees across every corporate function meant requests for help flowed through many systems and processes. As AI adoption accelerated, Accenture needed a consistent way to govern, monitor, and measure AI across the enterprise. Accenture set out to address both—unifying support on one platform and entering its first phase of AI governance with AI Control Tower.
"We needed a scalable platform to support our global workforce while enabling us to break down silos and work more effectively across functions," says Monika Patel-Mistry, Global IT Director at Accenture. “ServiceNow was the right choice.”
AI agents will resolve IT, HR, and workplace requests directly, instead of just routing them
At the core of Accenture's ServiceNow journey is integrating AI capabilities to transform how employees engage with the services they need. A key initiative has been developing "Accenture Support," an omnichannel AI experience that serves as a one-stop shop for employees seeking assistance from various corporate functions. Accenture uses ServiceNow AI Agents to augment and automate complex workflows for IT support, and other core services such as HR and office space management. These AI Agents act autonomously to help resolve IT service tickets, reducing resolution times and freeing up support teams for higher-value work. They also manage in-office room reservations, helping to optimize the use of space across Accenture offices.
By consolidating multiple essential functions onto the ServiceNow AI Platform, Accenture Support is a strong start to enabling a powerful, central hub for the company’s global workforce. A key focus for Accenture is to improve navigation across departmental services, empowering employees to work smarter, faster, and more collaboratively. For example, users will soon interact with AI agents via chat on the support portal to get specific answers to questions from knowledge content on the portal or to navigate to the appropriate request. This means users will more easily locate specific requests or resources they need, saving time and effort.
Accenture is enhancing its operations by automating IT tasks, reducing the need for IT involvement in repetitive activities, and improving decision-making through real-time data analysis. The company is expanding AI throughout the organization, integrating AI-powered abstraction layers between people and technology. For example, instead of the service desk team manually reviewing logs and writing a case summary after an incident, an AI Agent automatically gathers relevant data, analyzes it, and generates a clear summary that the team member can quickly review and finalize. In short, AI handles the technical digging and writing for most incidents the team manages, so the service desk team focuses on accuracy and resolution, saving time and improving consistency.
As AI capabilities expanded across corporate functions, Accenture needed a consistent way to govern AI across the enterprise. The company deployed AI Control Tower to provide centralized visibility into its ServiceNow AI ecosystem. Today, AI Control Tower helps govern 899 AI assets, monitor adoption, and connect AI usage to measurable business outcomes. Following deployment, ServiceNow Otto production usage increased 87%, giving stakeholders greater visibility into AI performance and business value.
A new AI agent, the major incident communication generator, will soon help draft hourly updates during incident bridges, pulling directly from real-time notes. Additionally, some team members are piloting AI-generated knowledge articles. On the development side, admins are encouraged to identify AI use cases—like text-to-flow, text-to-code, or text-to-app—at the start of each sprint and integrate them into their regular work.
“With the ServiceNow AI Platform, we are transforming every corner of our business—accelerating service resolution, improving service quality, and supercharging workforce productivity,” says Patel-Mistry.
Accenture entered its first phase of enterprise AI governance, with AI Control Tower now governing 899 AI assets
ServiceNow AI capabilities have transformed Accenture’s operations. By selecting ServiceNow as the platform for managing 1,900 business services, Accenture opens opportunities to use the platform's AI capabilities. Using AI to improve efficiency enables the company to deliver the same or even greater volume of work with the resources they have. For instance, AI-powered virtual agents now manage routine requests, which reduces manual effort and enables the team to concentrate on innovation. This approach helps the company enhance automation, simplify processes, minimize manual effort, and eliminate the confusion that previously obstructed employee engagement.
Cross-functional workflows are now consistent, enabling teams to collaborate more effectively and deliver greater value to clients. In addition, the ability for employees to quickly resolve issues on their own with the help of AI has resulted in a 10% decrease in the time it takes to resolve an incident. The result? Higher employee satisfaction as people get what they need faster and more easily, demonstrating some real advantages of AI-driven solutions.
ServiceNow's scalable platform also enables Accenture to provide a consistent level of service without pulling developer or support resources away from other high-value initiatives, with developer productivity improving up to 15% using AI. The AI-powered automation allows the company to manage an increasing volume of requests effectively and support its global workforce while optimizing resource allocation.
"We have nearly every corporate function onboarded to ServiceNow. Our goal is to also integrate AI support wherever applicable," explains Patel-Mistry.
The centralized visibility provided by AI Control Tower has also helped accelerate enterprise AI adoption, with ServiceNow Otto usage reaching record levels following production deployment.
The governance work is now extending to Accenture’s next phase: increasing autonomous AI agents
Accenture's success with the ServiceNow AI Platform establishes a foundation for a broader transformation across the massive enterprise. The company plans to expand its AI capabilities across all corporate functions, including HR, employee relations, legal, procurement, and marketing, while emphasizing responsible implementation and thoughtful change management to ensure frictionless adoption.
The governance foundation Accenture is building through AI Control Tower is also supporting its next phase of AI innovation: increasingly autonomous AI agents. Accenture is also implementing agentic AI frameworks, which combine multiple AI agents with data and workflows to create fully automated processes. For example, users with non-compliant workstations sometimes encountered an error accessing an Accenture site, but this issue had a very simple solution: clear the browser cache. Accenture deployed a pilot agentic AI process that automatically clears the cache when this error is identified. Once fully rolled out across the global service desk, this single initiative has the potential to reduce ticket volumes by 5%.
“What this is going to allow is basically like a hyper automation that should create better experiences for our employees who are customers of this service desk as well as the people who are providing that kind of support," says Tony Leraris, Chief Information Officer at Accenture.
By continuing to embrace AI technology, Accenture further strengthens its reputation for innovation and ability to deliver unparalleled experiences for employees and clients. As a ServiceNow "customer zero," Accenture is helping demonstrate how enterprise AI can be governed, measured, and expanded responsibly while improving work today. By being first in line to use cutting-edge AI and establish best practices, Accenture is redefining the future of work within its own organization and at clients.
"As an early adopter of ServiceNow's AI technology, we not only transform our own operations but also gain valuable insights to enable client success on their digital journeys," says Patel-Mistry.