AI tools for managing IT service operations, employee support, and customer service through intelligent case routing and self-service portals.
8
Use Cases
17
Tools
8
Companies
Customer Service & IT Tools
AI-powered customer service agent product by Salesforce for resolving support cases autonomously.
AI-powered voice support product by Salesforce for handling customer calls with natural language AI agents.
Case management and customer service platform by ServiceNow for handling external support operations.
Field service management platform by Salesforce for scheduling, dispatching, and tracking field technicians.
HR automation platform by ServiceNow for managing employee service requests, onboarding, and HR workflows.
AIOps and IT operations management product by ServiceNow for monitoring and automating infrastructure.
IT service management platform by ServiceNow for handling incidents, requests, and change management.
Professional IT service management platform by ServiceNow for incident, problem, and change management.
Self-service support portal by ServiceNow for employees to find answers and submit requests independently.
Customer service platform by Salesforce for managing support cases, omnichannel engagement, and AI routing.
Agentic AI product by ServiceNow for automating multi-step IT and business workflows autonomously.
AI self-service and virtual agent product by ServiceNow enabling employees to resolve issues without human help.
Enterprise AI and workflow automation platform by ServiceNow powering digital transformation across industries.
Portfolio management product by ServiceNow for aligning technology investments with business strategy.
IT service management product by ServiceNow for managing service relationships with technology partners.
Customer service management product by ServiceNow for managing external technology provider relationships.
Applicant tracking and recruiting platform by Zoho for managing job postings and candidate pipelines.
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Use Cases (8)
FedEx unified siloed sales, shipping, and web data using Salesforce Data 360 to act on customer signals in real time. By automating dormant account reactivation and personalizing outreach at scale, FedEx achieved over 2,000% ROI and improved customer activation rates by 13%. The platform now powers more than one billion personalized emails annually.
UChicago Medicine, a leading academic health system, leveraged Salesforce Data Cloud, Marketing Cloud, and Agentforce to unify patient data and deliver hyper-personalized outreach at scale. In just four months, the team built 100 data-driven marketing segments, achieving a 60% campaign conversion rate and full ROI in under a year. The organization is now deploying Agentforce Voice to autonomously handle millions of nonclinical patient inquiries annually.
Anything built a full-stack AI coding agent on Claude and the Agent SDK, enabling 1.5 million non-technical users to create production-ready software — from recruiting platforms to mobile apps — without writing a single line of code. In just five months, users shipped over 800,000 apps with a 91–96% agent success rate. Claude's reliable tool-calling, coding quality, and personality made it the clear choice for Anything's agent architecture.
Adobe deployed the ServiceNow AI Platform across IT, HR, security, and workplace operations to streamline employee experiences for over 30,000 staff. Generative AI tools like Now Assist help more than 8,000 IT and HR team members resolve cases faster, reduce outage recovery time, and automate email triage. The result is a measurably faster, more connected workforce that frees employees to focus on high-value creative work.
The United Network for Organ Sharing (UNOS) leverages the ServiceNow AI Platform to coordinate thousands of organ transplants across the U.S. every year. By centralizing case management, enabling self-service portals, and deploying AI-powered IT operations, UNOS has quadrupled its case management capacity while managing nearly 300,000 support cases since 2018. The platform helps UNOS fulfill its 24/7 mission of saving lives with greater speed, accuracy, and efficiency.
Grupo Falabella, one of Latin America's largest retailers, deployed Salesforce Agentforce on WhatsApp to autonomously handle customer service inquiries across seven countries. The AI agent resolves 60% of requests without human intervention, operates 24/7, and has driven a 3x increase in WhatsApp conversations in just three months — shifting customer support away from costly phone channels.
CANCOM, a leading EMEA digital solutions provider, built an AI-powered assistant using ServiceNow's Now Assist and generative AI to unify internal and customer-facing services. The CANCOM Assistant deflects 80% of support tickets across all departments and doubled adoption within a single year. The solution connects IT, HR, finance, supply chain, and sales onto one unified platform powered by agentic AI.
Lenovo's Solutions and Services Group deployed ServiceNow Technology Provider Service Management and generative AI to unify its global Device-as-a-Service operations across 400+ enterprise customers. The platform streamlined onboarding, integrated third-party tools, and enabled self-service portals — delivering measurable gains in customer satisfaction and retention within a single year.