A large North American energy and utilities organization with more than 10,000 employees was relying on a third-party chatbot to support its IT Service Desk. While the tool provided some level of automation, most user inquiries still required escalation to live agents.
As the organization continued to invest in ServiceNow as its core platform, leadership saw an opportunity to consolidate tooling and improve the quality and reach of selfservice through native AI capabilities.
The engagement focused on implementing ServiceNow’s Now Assist and Virtual Agent to create a more integrated, intelligent, and scalable support experience.
Challenge
The organization’s existing chatbot resolved approximately 30% of inbound
conversations, with the remaining volume routed to Service Desk agents. This created ongoing pressure on support teams and limited the effectiveness of self-service.
At the same time, the organization was managing multiple disconnected tools, including a third-party chat solution, which introduced friction in both the user experience and backend operations.
There was also a need to expand how employees interacted with IT services. Users were increasingly expecting support through familiar enterprise tools, particularly Microsoft Teams, while still maintaining access through traditional channels like the Service Portal.
From an operational standpoint, the organization needed to ensure that knowledge base content, service catalog items, and request workflows could be surfaced and executed through AI-driven interactions without introducing additional complexity.
Solution
CoreX implemented ServiceNow Now Assist for ITSM alongside Virtual Agent to establish a native, AI-powered self-service experience within the platform.
The solution included the deployment of multiple Now Assist capabilities, enabling features such as automated incident summarization, generation of resolution notes, and knowledge base article creation. AI Search was also implemented to provide more relevant, context-aware results across the platform.
Virtual Agent was configured with custom topics designed to support common user needs, allowing employees to resolve issues, access knowledge, and submit requests through conversational interactions.
To expand accessibility, the solution was integrated across multiple channels, including Microsoft Teams, the ServiceNow Service Portal, and mobile access. A custom integration was also developed to connect an external contact center platform via API, allowing chat interactions to flow between systems while maintaining a consistent user experience.
Throughout the implementation, the team worked within a largely out-of-the-box ServiceNow environment, which allowed for faster deployment of AI capabilities with minimal customization.
Results
The organization successfully replaced its third-party chatbot with a fully native ServiceNow solution, consolidating support capabilities onto a single platform. Now Assist functionality was deployed across ITSM workflows, enabling improved internal efficiency through automated summarization and content generation.
Virtual Agent was made available across multiple channels, including Microsoft Teams, creating a more accessible and consistent support experience for employees.
The implementation also established a foundation for broader AI adoption within the organization, with early success leading to expanded discussions around additional use cases across other business areas.
Summary
This engagement reflects a broader shift many organizations are navigating as they move from fragmented tooling toward more unified, platform-driven experiences.
By consolidating support capabilities within ServiceNow and layering in AI-driven functionality, the organization created a more scalable approach to self-service while reducing reliance on manual intervention.
At the same time, the work highlighted the realities of implementing emerging AI capabilities. While out-of-the-box functionality enabled rapid progress, areas such as Virtual Agent maturity and multi-platform integrations required ongoing collaboration and iteration.
The result is a more modern support model that continues to evolve, with a clear path toward expanding AI-driven experiences across the enterprise.
