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Avalara uses Now Assist and a virtual agent to cut IT tickets and provision software

Avalara rolled out Now Assist to draft case resolution notes and knowledge articles, plus AI Search and a virtual agent built with Now Assist. Employees can ask the virtual agent for software access, which triggers an AI agent on a custom ServiceNow provisioning tool. Avalara reports 57% fewer IT tickets through the virtual agent, 78% of software provisioning and deprovisioning completed automatically, 1,500 hours saved a month, and $1.03 million saved in one year.

Agent or tool
ServiceNow Now Assist
Topic
DevOps & Infra
Reported on
Case study (ServiceNow)
Added
2026-11-11

Why it matters

Keeping servers and pipelines healthy is constant, detail-heavy work. Agents that can read logs and run routine fixes are a big help, as long as a person keeps an eye on what changes. It is one of 130 sightings filed under DevOps & Infra on Agent Sightings (number 5 by interest), and one of 8 involving ServiceNow Now Assist.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into ServiceNow Now Assist or any similar agent and adjust the details to your situation.

I want an agent to investigate and propose a fix, and to wait for approval before changing production. The tool in the source case was ServiceNow Now Assist.

Saved

Tip: Try it first on a staging system or with read-only credentials, and require approval for anything that changes production.

Source

Read the original first-hand account on Case study (ServiceNow): https://www.servicenow.com/customers/avalara.html. Our summary is a paraphrase; details are in the source.

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