ServiceNow automates help desk with AI

ServiceNow claims it has created an AI agent that is currently solving 90 percent of the inbound IT tickets to the company's own employee help desk. This result, if confirmed, represents a significant step towards automating support processes.

The company emphasizes that the system is designed to avoid incorrect or misleading answers. Instead of "hallucinating" solutions, the bot prefers to escalate the request to a human operator if it is unable to provide an accurate response. This approach aims to ensure the accuracy and reliability of the service.