ServiceNow puts IT Service Desk AI Specialist into production at Raleigh

ServiceNow's IT Service Desk AI Specialist is now in production at the City of Raleigh, North Carolina, the first municipal government to run it. The city's IT help desk has four people and supports 4,400 employees.

The city built Ral-E, a self-service agent that guides employees through requests and answers questions from the city's knowledge base. The AI Specialist, named Alli, takes over from there and resolves common requests from start to finish.

ServiceNow reports 66% lower IT service desk costs, achieved by redirecting staff time. It also reports that nearly half of IT support requests are resolved autonomously and that 98% of tickets are routed correctly on first contact. The post does not give a measurement period or a baseline for these figures.

Source: linkedin.com