What challenges did ServiceNow face before AI implementation?

Manual enterprise processes for IT and HR support require multiple steps and stakeholders. Employees lose productivity catching up after absences and performing administrative tasks. Device ordering and policy queries often interrupt workflow and take significant time. Getting help often means context switching between apps and humans, causing delays.

What was the impact of the AI solution?

Reduced manual intervention and context switching. Enabled employees to handle many administrative tasks autonomously. Significantly shortened time for hardware/order processing and policy checks. Freed IT and HR agents for higher-value work; improved overall employee productivity.

Source

MicrosoftExpanded

ServiceNow streamlines employee IT and HR workflows

Use case typeCustomer service automationUpdated Jun 13, 2026

This use case describes the real-world integration of Microsoft 365 Copilot with ServiceNow Now Assist to enhance employee and IT productivity. At Microsoft Ignite and ServiceNow Knowledge 2024 events, leaders showcased how the integration delivers generative AI-powered conversational responses and workflow automation within Microsoft Teams. Through hands-on scenarios, a knowledge worker named Daniela used Copilot and Now Assist to summarize what she missed, understand device policies, order new hardware, and interact with human support to alter order delivery—all from a single Teams interface. The solution lets employees catch up, act on information, and initiate complex workflows using natural language, leading to significant efficiency gains. Now Assist connects requests to ServiceNow workflows, automating multi-step processes without requiring separate apps. Copilot pulls in context from Microsoft Graph to summarize communications and actions, then hands off relevant requests to Now Assist, enabling end-to-end workflow execution inside Teams. Integration enables seamless user experience and lets ISVs bring their AI to Copilot scenarios. This combined solution has lightened the workload on IT and HR agents by enabling employees to address their needs autonomously via chat, with the option to escalate to a live agent, while ensuring all context is transferred for smooth support. The result is a streamlined, AI-powered employee service management process.

Organization: ServiceNow
Industry: Tech & Comms
Location: United States
Published: May 2024

Reported outcomes

Strategic outcomes

Customer experience & trustStreamlined employee service management processSpeed & agilityHandled requests autonomously in chatNew product / capabilityEnabled end-to-end workflow execution in TeamsEmployee experienceFreed IT and HR agents for higher-value work

Primary read

Use case focus

Showing 3 of 3

1Conversational AI for Automated Employee Service Management
2End-to-end Device Ordering and Policy Inquiry
3Integrated IT and HR Workflow Automation

Manual enterprise processes for IT and HR support require multiple steps and stakeholders.
Employees lose productivity catching up after absences and performing administrative tasks.
Device ordering and policy queries often interrupt workflow and take significant time.
Getting help often means context switching between apps and humans, causing delays.

Integrated Microsoft 365 Copilot with ServiceNow Now Assist within Microsoft Teams.
Deploy generative AI to summarize, automate, and act on employee queries and service requests.
Enabled seamless handoffs between automated agents and live agents for complex needs.
Automated device management, policy inquiries, and streamlined communication channels.

Technologies

Copilot Microsoft 365 Copilot ServiceNow Now Assist Microsoft Teams

Reduced manual intervention and context switching.
Enabled employees to handle many administrative tasks autonomously.
Significantly shortened time for hardware/order processing and policy checks.
Freed IT and HR agents for higher-value work; improved overall employee productivity.

Architecture

Copilot integrates with Microsoft Graph to analyze communications and context for employees in Teams, then routes contextual employee requests to ServiceNow Now Assist, which in turn initiates and orchestrates workflow automation directly on the ServiceNow platform. Requests or workflows can be escalated seamlessly to human agents with full context preserved, all within Teams, ensuring a unified experience.

Sources & evidence1

ExpandedExpanded

The same organization appears in newer AI deployment evidence.