"In our own environment, over 90% of targeted Level 1 volume is handled autonomously, with resolution rates above 99% for those categories and materially faster than human-only workflows. It accomplishes this by having the Autonomous Workforce operate on top of the live configuration management database (CMDB), active workflows, policy engines, approval chains, and real transaction history - all updated in real time every time a ticket closes, a workflow executes, or a policy changes."
"The documentation problem is real, and frankly most vendors pretend it isn't. The reason ServiceNow can answer differently is the two decades of structured data that lives inside the platform itself. This isn't a system that reads your Word documents."
ServiceNow has developed an Autonomous Workforce AI agent that autonomously handles 90 percent of the company's internal IT help desk tickets, with resolution rates exceeding 99% for targeted categories. The agent manages high-volume issues including password resets, account unlocks, software access requests, email problems, and VPN connectivity. It operates on the live configuration management database, active workflows, policy engines, approval chains, and real transaction history, all updated in real time. Select customers are currently testing the product, with general availability expected in the second half of the year. ServiceNow leverages 20 years of structured data within its platform to overcome documentation challenges that typically plague help desk environments.
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