Did you know that nearly 70% of all IT service desk efforts are spent resolving repetitive, low-value issues like password resets, application access requests, and system restarts? According to a 2024 Gartner study, the average resolution time for common IT incidents is 2.7 hours—a delay that multiplies across thousands of tickets monthly. In sectors like healthcare, BFSI, and manufacturing, every second lost to manual intervention is a cost in productivity, compliance, and customer satisfaction.
Now imagine a world where a virtual assistant recognizes the issue, understands the urgency, triggers resolution workflows, and updates the user, all without human intervention. This is not a vision for the future—this is Agentic AI in ServiceNow.
With the emergence of AI-driven ticket resolution, enterprises across India and America are accelerating IT responsiveness by up to 60% using ServiceNow Virtual Agents empowered by Agent Orchestrator. These agents don’t just mimic human behavior—they intelligently orchestrate cross-functional actions, scaling support across departments while delivering a consistent, intelligent, and proactive support experience.
From Hours to Minutes: Why Ticket Resolution Needs a Revamp
Traditionally, ticket resolution has relied heavily on manual interventions. A user raises a ticket—say, for a password reset or access request—and waits. The ticket queues up with hundreds of others. Support teams evaluate priority, route the request, take action, and sometimes escalate.
This time-consuming workflow is riddled with inefficiencies.
In BFSI sectors, for example, customer trust hinges on swift issue resolution. A failed transaction or blocked account cannot wait hours for an IT agent to respond.
Similarly, healthcare providers cannot afford delays when equipment access or system glitches impact patient care.
For manufacturing industries running 24/7 operations, downtime due to unresolved tickets directly hits the bottom line.
Enter Agentic AI-Driven Virtual Agents
ServiceNow’s AI-powered virtual agents, enhanced by the Agentic AI architecture and Agent Orchestrator, are redefining how enterprises handle IT incidents and service requests. These virtual agents are no longer simple chatbots answering FAQs—they are intelligent digital workers equipped with the capability to assess, act, escalate, and learn.
Real-World Use Case – A Tier-1 Bank in India
Consider a leading private-sector bank in India managing over 20,000 IT service requests a month. By deploying ServiceNow’s Agentic Virtual Agents, the bank achieved:
- 60% faster resolution for common issues like password resets, locked accounts, and application access.
- Automated ticket routing reduced human triaging efforts by 70%.
- Improved CSAT scores by 35%, thanks to real-time issue updates and predictive support.
Before this transformation, IT agents were swamped with repetitive tickets, often delaying critical escalations. With Agentic AI, the system automatically assesses intent and urgency, routes the ticket, and resolves it autonomously if it’s within the scope, only escalating when absolutely necessary.
The Power Behind the Agent
1. Issue Auto Resolution (IAR)
2. AI Agent Orchestrator
This feature enables coordinated action across departments. For example, when a network outage is detected:
- The IT agent diagnoses and initiates fixes.
- The procurement agent starts hardware requisitions if necessary.
- The CRM agent alerts affected users and logs communication.
This cross-functional orchestration ensures nothing slips through the cracks and drastically reduces Mean Time to Resolution (MTTR).
3. Automated Ticket Routing and Actioning
By analyzing historical data, ticket type, and urgency, the system automatically assigns tickets to the best-suited resource—human or machine. For instance, access provisioning requests are routed to an automated catalog function, while critical application failures may go directly to L2 support.
This intelligent routing lowers support costs and reduces the burden on service desk teams.
Industry-Specific Benefits
For Healthcare
For BFSI
From KYC document processing to resolving mobile banking issues, AI-driven virtual agents handle thousands of interactions daily with precision. They also help with fraud detection by analyzing request patterns and escalating anomalies in real-time.
For Manufacturing
Why This Matters – Data Doesn’t Lie
According to a 2024 IDC survey, enterprises using AI-powered service management tools reported:
- Up to 60% reduction in ticket resolution time.
- 45% drop in IT support costs.
- 30–40% increase in self-service adoption rates.
- 35% improvement in employee satisfaction related to IT support.
A US-based medical device manufacturer that implemented ServiceNow’s virtual agents reported resolving 3 out of 5 Level-1 tickets autonomously, saving nearly 400 support hours per month.
Escalation Doesn’t Mean Friction
Not every ticket can be resolved automatically, and that’s by design. ServiceNow’s virtual agents are built with intelligent escalation logic. If a virtual agent identifies a security-related escalation—say, a suspicious access request—it immediately forwards it to human reviewers with complete context and logs, speeding up informed decisions.
The Bigger Picture – Analytics and Optimization
Beyond resolution, ServiceNow virtual agents collect deep insights into ticket volumes, agent performance, common failure points, and recurring patterns. These analytics help organizations refine their support strategy, predict incidents, and eliminate root causes before they disrupt operations.
Also Reads:
1. How ServiceNow for Manufacturing Can Cut Downtime by 40% Through Predictive Maintenance Workflows
Final Thoughts – Build a Future-Ready Support System
Digital transformation isn’t just about adopting new tools—it’s about enabling smarter, faster, and more human-centered support systems. ServiceNow’s Agentic AI-driven virtual agents deliver just that. They handle volume without fatigue, offer 24/7 availability, and ensure consistency across every interaction.
Whether you’re managing financial systems, hospital equipment, or industrial operations, your enterprise can no longer afford traditional ticketing timelines. The shift toward AI-powered resolution is no longer optional—it’s essential.
Ready to Automate Your Support Ecosystem?
LMTEQ is a trusted ServiceNow Partner with deep expertise in implementation, customization, and AI/ML integrations. Let us help you unlock the full potential of Agentic AI in your support operations.
Contact us today to transform your service delivery.