How Organizations are Leveraging ServiceNow AI Agents in Customer Support?

Customer support is among the first business functions where we’ve seen the rapid adoption of autonomous AI agents. These agents orchestrate end-to-end support operations from understanding request context, retrieving relevant information, delivering resolutions, and escalating to human agents with complete context when needed.

So what does it look like in practice? Many organizations are finding their answers in ServiceNow AI Agents. Built on the Now Platform, these agents integrate seamlessly with the service management tools enterprises already use. 

How are organizations using them? What problems are they solving, and what results are they seeing? In this blog, we’ll explore how real organizations are putting ServiceNow AI agents to work in their customer support operations. 

How are organizations using ServiceNow AI agents?

Blackhawk Network

Blackhawk Network (BHN) is a trailblazer in gift card and prepaid card services. They process $28 billion in transactions annually for over 9,000 brands worldwide.

BHN was managing its support operations manually. For example, when customers report missing funds or unauthorized charges on their cards, BHN has to manually manage disputes across multiple payment services like Visa, Mastercard, and Pulse. Each service had different workflows and portals, forcing support agents to constantly switch between systems.

BHN implemented ServiceNow Financial Services Operations (FSO) with Disputes Management. The platform now automatically pulls information from each payment service and updates case files in one place.

ServiceNow AI Agents work in the background to monitor timelines and send instant alerts when responses arrive. Additionally, they also flag approaching deadlines, so human agents stay focused on reviewing cases instead of spending time on administrative tasks. 

This results in reducing the dispute resolution time from 90 days to 30 days. Additionally, BHN now recovers 95-98% of chargebacks, better than the industry average of 79%. AI agents guiding new agents in their onboarding and day-to-day activities reduced the training period from 4 weeks to 1 week. 

BHN customer satisfaction score improved to 4.4 out of 5 CSAT score, as customers were experiencing faster resolution, and AI agents are becoming more efficient in handling cases.

Looking ahead, BHN plans to use more advanced AI features like automatic case summaries, intelligent evidence analysis, and fraud detection. They expect to automate 45% of their dispute cases with ServiceNow AI platform capabilities. 

Hitachi Vantara

Hitachi Vantara is an IT and IT consulting company helping global businesses with data storage, infrastructure systems, and digital expertise to unlock the value of data-driven insights. The company is operating across multiple countries, with thousands of employees. 

Hitachi Vantara began its digital transformation journey using ServiceNow HRSD and IT Service Management to replace legacy HR systems and manual, email-based workflows in IT support. These ServiceNow implementations helped Hitachi reduce the support tickets by 56%. 

Recognizing the potential of ServiceNow, Hitachi started using AI to automate complex workflows like reporting to improve productivity and employee satisfaction. These workflows require data from disconnected systems, which holds the support team working on monotonous tasks of gathering information instead of supporting them with bigger problems.

ServiceNow helps Hitachi have a unified platform with AI and automation embedded in it. Earlier, employees had to type in vendor names, dates, and amounts by hand to create an expense report, and now all they have to do is upload a photo of the receipt. The AI Agent reads the image, pulls out the important details, and fills them into the system automatically, submitting it to employees for review and approval. 

AI agents also made it easy to update the service list. With over 500 services and new ones being added all the time, keeping everything up to date took a lot of work from developers. AI agents reduced the developers’ work by 40% by autonomously managing the process of updating services. 

The use of ServiceNow AI agents in customer support operations helped the help desk team to spend time on complex issues, rather than routine questions.

These results inspired Hitachi Vantara to expand the use of AI into other operations. They are planning to add AI to their IT support operations to automate the process of organizing and summarizing conversations. Additionally, they are looking at how AI can help teams in finance and other departments make better decisions.

This shows other companies an important lesson: find where people spend time on repetitive work, use AI Agents to handle that work, and let people focus on high-value tasks. The result is faster support, happier employees, and real business benefits.

BT Group

BT Group, previously known as British Telecom, is a multinational telecommunications and IT services company offering fixed-line, broadband, and mobile services in over 180 countries. 

The BT Group was using 125 service management platforms, 85 monitoring systems, 56 IT Service Management tools, and 76 processes to handle the customer requests. The scatters systems resulted in longer waiting times for customers to get the answers, and a frustrating experience for employees as they are spending more time switching between systems, rather than helping customers. 

ServiceNow helped BT to organize everything in one place and use AI to make customer support faster, and satisfied employees as they spend time managing high-value operations while AI agents manage their monotonous tasks. 

So, how do AI Agents help in customer service? First, they automatically analyze incoming customer requests and decide who should handle them. Instead of manually routing tickets, AI understands the issue and sends it to the best available agent. Simply put, customers are getting the help they need from someone who can actually solve their problem quickly.

The results were immediate and quantifiable. BT saw an 80% improvement in how many tasks could be automated and handled by customers themselves without talking to an agent. This meant their support team could focus on more difficult problems instead of handling routine requests.

But there’s more. BT uses AI Ops to predict problems before they happen. Instead of waiting for something to break and then fixing it, the AI watches for warning signs and alerts the team to prevent outages. This cut the time needed to fix problems from 4.7 hours down to less than a minute. That’s a massive change that keeps customers connected and happy. Furthermore, Now Assist is helping a team of 300 customer service experts at BT with AI-generated summaries and automated resolution notes. For complex cases, this cut paperwork time by 55%. Agents now spend less time typing and more time actually helping customers.

The bigger picture is that all these AI capabilities work together in one unified system. Instead of logging into 125 different platforms, customer service teams now have everything they need in one place. This means faster decisions, fewer mistakes, and better service for customers.

How is ServiceNow using AI agents internally in its customer support operations?

ServiceNow uses its own AI agents to handle customer support operations for thousands of global customers. The company deployed AI-powered Customer Service Management internally to address a common challenge organization often face; scaling customer support, maintaining personalization, and staying within budget. 

ServiceNow’s support agents were spending too much time on repetitive tasks such as manually routing cases, categorizing requests, writing summaries, and creating knowledge articles. 

ServiceNow deployed AI agents to automate these routine workflows. When customers submit support requests, AI agents automatically analyze, categorize, and route cases to the right team. Similarly, for self-service, AI agents power the support portal, understanding customer queries and delivering relevant solutions from the knowledge base.

AI agents also generate draft knowledge articles after cases are resolved. Human agents review and refine them, but the initial documentation is automated, ensuring solutions are quickly available to other customers.

AI agents now handle 72% of customer self-service requests, deflecting simple cases and freeing human agents for complex issues. They automate 37% of support case workflows, including routing, categorization, and summarization.

Knowledge creation accelerated dramatically 60% of articles now AI-generated, reducing time to publish by 88%. This expanded knowledge base strengthens self-service and reduces cases requiring human intervention.

ServiceNow is now testing a conversational support model where customers describe their issue in natural language. The AI agent will engage, attempt resolution, and escalate to a human only when needed, eliminating friction from the traditional support process.

Final take

ServiceNow AI agents are no longer experimental, they are delivering measurable outcomes in customer support operations across industries. From financial services to telecommunications to IT consulting, organizations are automating routine support tasks, accelerating resolutions, and improving both customer and employee experiences.

The technology works. The results are measurable. What matters now is implementation. Cyntexa’s ServiceNow AI Agent consulting services helps businesses operationalize AI agents in their customer support operations, from strategy and configuration to deployment and continuous optimization.

If you’re ready to see what AI agents can do in your support operations, we’re here to help.

Schedule a consultation call today!

AUTHOR

Shruti

ServiceNow, Sales Cloud

Shruti is a ServiceNow Consultant with 5+ years of experience across ServiceNow ITSM, AWS, Salesforce Loyalty Management, and managed services. She blends technical expertise with strategic insights to deliver transformative IT services and CRM solutions that enhance efficiency and customer satisfaction.