Mentioned in 45 AI use cases across 4 industries
This is like giving every support rep a super-smart assistant who can instantly read past tickets, policies, and FAQs, then draft helpful replies or answer customers directly in chat or email.
This is like giving your helpdesk a tool that can instantly read every support ticket and judge how happy or upset the customer is, so managers know where fires are burning before they spread.
This is like a super-smart traffic controller for your customer messages. Every email, chat, or ticket is instantly read by AI, understood, and sent to the right person or team without humans manually sorting the queue.
This is like having a super-smart mailroom clerk for your support team who instantly reads every incoming customer request, understands what it’s about, how urgent it is, and then sends it to exactly the right person or team to handle it best.
This is like giving your shared support inbox a smart assistant that reads every incoming email, understands what the customer wants, creates or updates the right support ticket, and replies or routes it automatically instead of your agents doing it manually.
This is like an intelligent triage nurse for your support inbox. It reads each incoming support ticket, figures out how urgent and important it is, and assigns a priority automatically so your team works on the right things first.
This is like giving your customers a smart digital receptionist that can answer questions, solve common issues, and guide them 24/7 without needing a human agent on the line for every request.
This is like giving every customer service agent (and your IVR/chatbot) a super-smart digital co-pilot that can instantly read knowledge bases, past tickets, and policies to answer customers in natural language across phone, chat, and other channels.
Think of AutoCompose as a smart autocomplete for customer service agents: while they’re typing replies to customers, it suggests full, high‑quality responses so they mostly click, tweak, and send instead of writing from scratch.
This is like giving every call center and support agent a super-smart digital co-worker that can understand customer issues, look things up across systems, and take actions (like updating an order or issuing a refund) instead of just suggesting responses.
Think of this as a smart, always-on receptionist and helpdesk team that can talk to customers by chat, voice, or video, answer most questions instantly, route complex issues to humans, and learn from every interaction to get better over time.
This is like a smart early‑warning system for telecom companies that watches customer behavior and complaints, predicts who is likely to cancel soon, and tells your team exactly which customers to contact and what offers or actions will keep them from leaving.
This is a sales CRM that behaves like a smart sales assistant: it keeps track of your leads, reminds reps what to do next, and uses AI to suggest who to call, what to say, and how to move deals forward faster.
Think of this as a mood detector for your customers’ messages. It automatically reads emails, chats, and tickets and tags them as happy, neutral, or upset, so your team knows where to focus and how to respond.
Think of this as a smart control tower for a call center. It watches millions of customer interactions, spots what’s working and what’s broken, and then uses AI to help agents answer faster, better, and with less effort even when call volumes spike.
Think of this as upgrading from a dumb FAQ bot to a smart service rep that can actually understand what customers mean, look up the right information, and respond in full sentences across channels—without needing a human every time.
This is like giving your company a super‑listener that reads what customers write (emails, chats, reviews, social posts) and instantly tells you if they’re happy, angry, or confused—at large scale and in real time.
This is like having an always-on assistant that reads every customer message, review, or chat and tells you in plain language whether people are happy, angry, or confused – then rolls that up into clear dashboards for your teams.
This is like giving every support agent a super‑smart colleague who has read all past tickets, help articles, and policies, and can instantly draft replies or answer questions based on your company’s own data.
This is like giving your customer service team a tool that reads every customer message, figures out whether the person is happy, angry, or confused, and then summarizes the main issues so you know what to fix first.
This is like giving your call center and support team a super-smart digital receptionist that can talk to customers, answer questions, and route issues 24/7 without getting tired.
This is about using smart software—like chatbots and virtual assistants—as the first line of support for customers, so they can get instant answers 24/7 and human agents only handle the tougher questions.
Think of ServiceNow’s generative AI as putting a smart assistant inside your IT and customer service portal that can read tickets, your knowledge base, and system data, then talk to users, draft replies, summarize issues, and even kick off workflows automatically—without agents or employees doing everything manually.
This is like giving every support agent, chatbot, and help center a smart assistant that instantly looks through all your FAQs, guides, and past answers to suggest the best response for each customer question.
This is like giving every customer a smart, always-on support rep who can instantly answer common questions, help people complete tasks (like tracking orders or resetting passwords), and only bring humans in when needed.
This is like giving your customer support inbox an emotional thermometer. It automatically reads every ticket, figures out if the customer is happy, confused, or angry, and flags what needs urgent attention so your team can respond smarter and faster.
This is like giving every retail contact center a smart co-pilot: customers get a smarter self-service chatbot that can answer more complex questions, and human agents get real‑time guidance and summaries so they can solve issues faster and more consistently.
This is like giving every call center and support agent a very smart digital co‑pilot that listens to customer conversations in real time, suggests what to say or do next, and automates repetitive steps so issues are resolved faster with fewer errors.
This is like giving your customer support team a smart robot receptionist that can instantly answer common questions, route issues to the right agent, and keep customers updated—without needing a human every time.
Think of this as a smart digital receptionist for your support team. It reads incoming customer issues, asks the right follow‑up questions, fills in ticket details correctly, and routes them to the right place—without needing a human to touch every single request.
Think of this as a smart traffic cop for customer support: AI reads every incoming ticket, figures out what it’s about, how urgent it is, and who should handle it, then routes and responds faster than a human triage team ever could.
This is like a smart mailroom for customer support: an AI reads every incoming support ticket, understands what it’s about and how urgent it is, then automatically sends it to the right team or queue in Zendesk without a human triaging it first.
This is like having a smart assistant read through thousands of customer comments, group them by topic, summarize what people love or hate, and flag big issues for you—while human experts still check the most important insights before decisions are made.
This is like giving every small or mid-sized company its own 24/7 super-helpful support rep that never sleeps, remembers everything customers asked before, and can instantly look up answers across all your docs, FAQs, and past tickets.
Now Assist is like an AI super-assistant built directly into ServiceNow that helps employees and agents answer questions, resolve tickets, and complete workflows much faster by understanding natural language and surfacing the right information or actions automatically.
Think of an AI helpdesk as a smart, tireless receptionist plus support agent that lives inside your email, chat, and ticket tools. It reads what customers ask, finds the right answers from your knowledge base, drafts replies for agents, and sometimes responds to customers automatically—24/7—so humans only handle the tricky cases.
This is like giving your customer support inbox a smart assistant that automatically understands, sorts, and drafts replies to tickets so your human agents only handle the tricky parts.
Think of this as a smart email inbox for customer support that can read every message, understand what it’s about, automatically suggest or send replies, and route it to the right person—while making sure privacy rules like GDPR are respected.
This is like giving your helpdesk inbox a smart assistant that can read every customer message, understand what it’s about, answer common questions instantly, and route tougher issues to the right human agent with all the context pre-filled.
This is a playbook for turning your customer experience into something like a 24/7 super-listener and problem-solver: software that reads what customers say in surveys, chats, emails, and reviews, figures out what they really mean, and then helps your team respond faster and smarter.
Imagine your support inbox has a super-smart teammate who instantly reads every ticket, understands what the customer is asking, searches all your past tickets and help docs, and then drafts the perfect reply or even solves it automatically—before a human agent has to touch it.
This is like giving every customer a tireless digital helper that can answer questions, solve common problems, and route issues to the right human—24/7—through chat on your website, app, or messaging channels.
This is like giving every customer their own tireless, super-trained support rep who can answer questions, solve common issues, and route complex problems to humans—instantly and at any hour.
This is like giving your customer support team a tireless digital assistant that answers all the routine questions—order status, returns, simple troubleshooting—so human agents only deal with the tricky cases.
This is like giving every call center agent a super-smart copilot that listens to customer conversations in real time, looks up the right information, and suggests what to say or do next so issues get resolved faster and more consistently.