How CANCOM Uses Agentic AI to Deflect 80% of Support Tickets

Founded in 1992 in a university dorm room as a hardware reseller, CANCOM has grown into one of EMEA's foremost digital solutions providers, employing 5,600 people across roughly 80 locations in the DACH region and central Europe. The Munich-headquartered company serves multiple industries and has built its reputation on a "customer-zero" philosophy — adopting and refining new technologies internally before rolling them out to clients. This approach has made CANCOM a trusted partner for digital transformation, and it has been a ServiceNow customer since 2018.

As CANCOM scaled, its internal operations became increasingly fragmented. Data was siloed across disparate systems — including ERP, CRM, and SharePoint — with little integration between them. This made it difficult to streamline workflows, surface relevant information quickly, or deliver consistent experiences to employees and customers alike. The company needed a unified platform that could bring together its data, AI capabilities, and business processes under one roof.

To address this, CANCOM deployed the ServiceNow AI Platform alongside Technology Provider Service Management, creating a single experience layer that connects employees, customers, and key enterprise systems. Building on ServiceNow's Now Assist generative AI capabilities, CANCOM developed the CANCOM Assistant — an intelligent, LLM-powered tool that interprets natural language queries, draws on multiple data sources including the ServiceNow knowledge base and SharePoint, and delivers fast, accurate responses. Initially launched with an HR focus, the assistant quickly expanded organically to cover IT, finance, supply chain, and sales, with adoption doubling in under a year.

The results have been transformative. The CANCOM Assistant now deflects up to 80% of support tickets across all departments, dramatically reducing resolution times and freeing employees to focus on higher-value work. The solution has evolved beyond a simple chatbot into what the team describes as true agentic AI — capable of learning, self-improving, and accessing multiple data streams autonomously. Accessible via the ServiceNow portal and integrated with tools like Microsoft Teams and Slack, the assistant is now offered not only to CANCOM's own workforce but also to its customers and their end users, extending the value of the platform across the entire ecosystem.

Looking ahead, CANCOM is executing a phased expansion of its AI-powered services. Phase one includes Asset Management for hardware and software and a Workplace-as-a-Service offering. Phase two will extend into security, cloud, and network solutions. With ServiceNow at the center of its strategy, CANCOM is positioning agentic AI as the connective tissue linking every corner of its business — from internal operations to customer-facing products and beyond.