18,000 Employees. All Waiting in Line for Password Resets.
Password resets. Access requests. Basic IT help. High-volume, low-complexity requests that didn't need human intervention — but were clogging the service desk and delaying real work for 18,000 employees and contractors every day.
The problem wasn't the service desk. It was that routine requests and complex ones were competing for the same queue.
Built for Where Employees Actually Work
We deployed ServiceNow's Virtual Agent and customized it for the company's environment — running Topic Recommendation analysis on production data, mapping high-frequency requests, and tailoring the experience through ServiceNow's Conversational Interfaces module.
We built the agent to work where employees actually are: mobile apps and browsers. Field workers could resolve issues on the spot, not from a desk, not after waiting in a queue.
Then we did something most technical deployments skip entirely. We ran change management in parallel with the build — because automated tools fail when people don't use them.
- Partnered with corporate communications to create clear, branded messaging
- Built an agent identity and launched awareness campaigns
- Created training videos and held town halls with business leaders
- Monitored feedback at every stage: 25-person pilot, 1,000-person IT launch, full 18,000-person rollout
After every interaction, employees rated their experience. Anyone who reported dissatisfaction was contacted directly. That feedback refined knowledge articles, improved workflows, and fixed pain points in real time — before they became patterns.
92% Satisfaction. 10,000 Interactions. 12 Weeks.
The 1,000-person pilot hit a 92% satisfaction rate. After full launch, the agent handled 10,000 interactions in the first month. Kickoff to go-live: 12 weeks.
Routine requests are handled instantly. Service desk queues are cleared for complex work. Field teams are unblocked.
That's the difference between deploying a virtual agent and making sure people actually use it.