ServiceNow Deploys Autonomous Workforce Handling 90% Helpdesk Tickets
ServiceNow says its new Autonomous Workforce agent currently resolves 90% of targeted Level 1 inbound IT tickets internally, with resolution rates above 99% for those categories, and expects general availability in the second half of the year. The agent runs on the live CMDB, workflows, policy engines, and historic tickets, allowing end-to-end execution and measurable outcomes for password resets, VPN, software access and other high-volume issues.
Scoring Rationale
Strong company-backed autonomous execution claim with measurable internal results; limited external testing and customer-wide validation remain key limitations.
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Sources
- Read OriginalServiceNow: AI bot is resolving 90% of our help desk ticketstheregister.com
