ServiceNow reports that managed services provider Thrive cut the wait for an engineer from six minutes to under 60 seconds. Thrive grew to support thousands of small and mid-sized businesses, and handoffs between teams slowed every case.
AI now routes each ticket and writes the case summary, so engineers start at the fix. According to ServiceNow, 73% of issues are solved on first contact.
The post also says Thrive returned more than 14,500 engineer hours to customer-facing work and reports 99.2% customer satisfaction.