Customer story · AI on the service desk
Now Assist brings speed and consistency to every ticket
Challenge
What needed to change?
Support teams handled a high volume of requests where triage, documentation and summarisation absorbed valuable expert time. The organisation wanted AI applied where it improves daily operations, with human judgement kept in control.
Transformation
How RIZ-ON helped
We deployed Now Assist inside the workflows already in use. Use cases were framed with the teams, knowledge sources were prepared, and agents were coached so that AI supports triage, writing and resolution within the existing governance model.
- Now Assist
- Generative AI
- Knowledge
- Workflow automation
- Governance
Impact
Faster ticket triage, richer documentation and a harmonised resolution process, which together shorten waiting time for end customers.
ServiceNow modules
Where it comes to life
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Proof, not promises
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