Reduce manual effort across the case lifecycle with autonomous agents that handle case creation, triage, research, and resolution.
Skip the note-taking and move to the next interaction faster with auto-generated summaries for chats, calls, cases, and emails.
Let AI-driven triage extract entities, validate context, identify issues, and route cases to the right team before an agent touches them.
Experience real-time sentiment tracking across cases and interactions, with automatic escalation triggers and trending driver analysis.
Get smart suggestions for resolution steps, knowledge articles, service offerings, and email responses—all provided contextually.
Use AI-surfaced trends, historical pattern detection, and field-level analytics to help spot emerging issues before they scale.
Reduce manual effort across the case lifecycle with autonomous agents that handle case creation, triage, research, troubleshooting, and resolution.
Skip the note-taking and move to the next interaction faster with auto-generated summaries for chats, calls, cases, and emails.
Handle the process from the application experience to account opening.
Include treasury services onboarding as part of commercial account onboarding.
Resolve payment inquiries by integrating to third-party systems on one workflow.
Streamline common loan requests with prebuilt workflows.
Earn customer trust by quickly responding to and righting complaints.
Earn customer trust and mitigate losses by quickly resolving cases of card fraud.
Support branches and branch territories with purpose-built, role-based workspaces and insights.
Connect service operations to resolve issues faster and reduce costs.
Meet customers on any channel (voice, SMS, chat, web, portal) with unified routing and conversation history.
Gain a single pane of glass with contextual intelligence, guided decisions, and recommended actions.
Maintain consistent resolution every time with structured workflows for complaints, onboarding, product support, and RMA/returns.
Match every case to the right agent automatically through skills-based routing and intelligent assignment.
Deliver self-service experiences for customers and partners with embeddable web components and configurable templates.
Verify customer entitlements in real time and enforce service-level commitments tied to contracts, portfolios, and service offerings.
Let customers book appointments conversationally, with agent scheduling and workforce optimization built in.
Extend service delivery to partners and third-party providers with full visibility and SLA tracking.
Track and manage customer-facing projects, onboarding milestones, and deliverables from within CSM.
Model your physical locations, branches, stores, and organizational hierarchies to align service delivery with how your business operates.
Bring voice into the agent workspace without third-party middleware through built-in telephony integration with open-frame CTI support.
Use conversational capabilities across SMS and messaging channels for smarter, context-aware customer interactions.
Enable rules engine and decision builder for dynamic service request criteria, configuration rules, and guided workflows.
Balance workload and maximize team performance with channel management, agent scheduling, and resource matching.
Take control of any AI from a central intelligent hub.
Open the full ServiceNow system of action to every AI agent in the enterprise.
Power your AI agents and workflows with AI-ready, instantly actionable data.
Provide personalized, relevant, and actionable search results to employees and customers.
Gauge your service performance using the industry's largest anonymized customer data set.
Optimize service operations with a unified, cloud-based platform across operations and service management.
Raise the bar on service delivery with a single data model for enterprise workflows.
Promote self-service with a single source for knowledge across your organization.
Make it easy for agents to triage, act on, and resolve requests on the go.
Keep users informed and engaged anytime, anywhere with intuitive mobile apps.
Create on-demand reports using a single data model for instant, up-to-date insights.
Improve self-service by offering products and services through a modern, user-friendly storefront.
Manage provider-customer commitments to meet or exceed service levels.
Drive continual service improvement with feedback and assessment results for any service.
Improve agent efficiency with a single workspace built to facilitate resolutions.
Streamline your workflows to reduce costs, increase productivity, and eliminate repetitive tasks.
Empower anyone to quickly extend solutions or build custom business apps.
Simplify and accelerate everyday work with built-in machine learning that categorizes, routes, and prioritizes work.
Build and extend custom applications on the ServiceNow platform with low-code tools.
Accelerate workflow performance at scale with a high-performance database purpose-built for ServiceNow.
Analyze agent interactions to discover automation opportunities and optimize service delivery.
Route complex requests across departments with advanced workflows and cross-team coordination.
Publish and manage branded mobile app experiences for employees, customers, and field workers.
Uncover hidden inefficiencies by mapping how work actually flows.
Anticipate trends, prioritize resources, and continuously improve with real-time analytics.