ServiceNow’s AI Bot Resolves 90% of Help Desk Tickets, Boosting Efficiency

ServiceNow’s Autonomous Workforce bot is already handling the bulk of the company’s internal IT demand, with the platform reporting that more than 90 percent of Level‑1 tickets are resolved without human intervention. The bot’s performance spans high‑volume, low‑complexity categories such as password resets, account unlocks, software access requests, email glitches and VPN connectivity, which together account for the majority of the help‑desk workload. According to a spokesperson for ServiceNow, the bot achieves “resolution rates above 99 percent for those categories and materially faster than human‑only workflows,” a claim backed by the firm’s live CMDB, active workflow engine and policy‑driven approval chains that update in real time as each ticket closes (The Register).

The underlying architecture distinguishes ServiceNow’s approach from generic large‑language‑model (LLM) overlays that rely on unstructured document stores. Group Vice President for AI products Nenshad Bardoliwalla explained that the Autonomous Workforce draws on two decades of structured data embedded in the platform, including historic ticket information, device inventories, identity attributes and policy definitions. This “control plane” aggregates signals from existing IT tools and fills gaps with workflow logic, allowing the bot to verify its own actions: the system can confirm whether a ticket was truly resolved, whether a workflow completed successfully and whether the appropriate approval was recorded (The Register). By closing the loop inside the same platform, ServiceNow avoids the hallucination risk that plagues standalone LLMs that merely parse static SharePoint files.

Internally, the bot’s efficacy varies by ticket type, but the aggregate numbers are compelling. ServiceNow broke down its internal ticket mix for The Register, showing that the bot solved 90 percent of requests across networking (46 percent of the solved tickets), hardware (11 percent) and software (43 percent). Sub‑categories such as enterprise‑app access, cloud authentication services, collaboration‑tool issues, VPN and network connectivity, laptop performance and software installation each saw double‑digit resolution percentages, ranging from 6 percent for software installs to 33 percent for cloud authentication (The Register). Because each resolution is measured against the platform’s own execution metrics, ServiceNow can claim a near‑perfect success rate for the categories it targets.

ServiceNow is now extending the pilot beyond its own employees. Select customers are already testing the Autonomous Workforce in production environments, and the company plans a general‑availability launch in the second half of 2026 (The Register). The move positions ServiceNow against a growing field of enterprise ITSM AI solutions, most notably Salesforce’s Agentforce IT Service, which has recently poached five ServiceNow clients, according to Salesforce CEO Marc Benioff’s earnings‑call remarks (The Register). ServiceNow’s advantage lies in its deep integration with its own CMDB and workflow engine, which, as Bardoliwalla notes, “is the control plane that aggregates signal from the tools you already have.” The challenge, however, will be replicating the same level of structured documentation in customer environments, where “the documentation problem is real, and frankly most vendors pretend it isn’t” (The Register).

Analysts see the rollout as a potential inflection point for the broader IT service‑management market. VentureBeat has highlighted ServiceNow’s broader AI strategy, emphasizing that “agentic AI isn’t just the latest hype cycle; it’s real technology that can make a big difference for enterprise workflows” (VentureBeat). If the Autonomous Workforce can deliver comparable resolution rates in heterogeneous client settings, it could dramatically reduce the cost of Tier‑1 support, accelerate ticket turnaround times and free human agents to focus on higher‑value incidents. The technology also underscores a shift from chat‑based virtual agents toward orchestrated, policy‑driven AI that acts as a true control layer across an organization’s IT stack. Whether ServiceNow can maintain its internal performance benchmarks at scale will determine whether the bot becomes a standard component of enterprise IT operations or remains a niche internal efficiency tool.