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EY uses Now Assist to draft service desk resolution notes

The global EY organization created an AI agent on the ServiceNow AI Platform, including Now Assist, that helps service desk agents find and summarize ticket information and drafts resolution notes for an agent to approve. The agent handles 12,000 actions a day. EY reports 160,000 hours saved a year across 30 service desks, valued at US$5.7 million, a 75% drop in service ticket volumes, and that 70% of 103,000 AI-written resolution notes in one month were accepted without changes.

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 86 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/ey-ai.html. Our summary is a paraphrase; details are in the source.

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