ServiceNow Boasts Its AI Bot Is Resolving 90% Of Its Own Help Desk Tickets
The Register, Thursday, February 26th, 2026
When it gets stuck, the bot will escalate rather than hallucinate
ServiceNow claims it has created an AI agent that is currently solving 90 percent of the inbound IT tickets to the company's own employee help desk.
ServiceNow said, in addition to using the Autonomous Workforce bot internally, select ServiceNow customers are testing it as well. The firm expects to have the product generally available by the second half of the year.
The internal tickets include high volume issues such as password resets, account unlocks, software access requests, email issues, and VPN connectivity, handled end-to-end within defined permissions and escalation paths.