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Deloitte Canada uses Now Assist to summarize incidents and raise IT productivity

Deloitte Canada added ServiceNow AI Agents, including Now Assist for ITSM, to summarize incidents from chat transcripts and auto-generate resolution notes, which it says increased IT staff productivity by more than 20%. Virtual Agent and AI Search powered by Now Assist help employees find answers in seconds. The firm reports a 94% internal CSAT score, and that about 53% of roughly 200,000 tickets a year are now self-service.

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 8 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/deloitte-canada-ai.html. Our summary is a paraphrase; details are in the source.

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