fromTheregister
3 hours agoServiceNow: AI bot is resolving 90% of our help desk tickets
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.
Artificial intelligence