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BT uses Now Assist to summarize cases and cut paperwork time

BT Group uses the ServiceNow AI Platform, including Now Assist, to give 300 customer service experts AI-generated case summaries and automated resolution notes. For some complex cases this cut the time spent on paperwork by 55%. BT also reports an 80% improvement in task automation and self-service for Service Bridge-enabled customers, and that AI Ops cut resolution times from 4.7 hours to less than a minute.

Agent or tool
ServiceNow Now Assist
Topic
Customer Support
Reported on
Case study (ServiceNow)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 158 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 handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was ServiceNow Now Assist.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

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

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