Raleigh Achieves 66% Cost Reduction Using ServiceNow AI for IT Services
By deploying autonomous AI agents, Raleigh has transformed its IT service desk, achieving a 66% cost reduction while efficiently managing increased service requests. This pioneering initiative sets a precedent for municipal governments looking to enhance operational capabilities.
Key Facts
- Raleigh cut IT service desk costs by 66%, showcasing AI's potential for cost efficiency.
- 98% of AI-generated incident summaries accepted, indicating high trust in AI's accuracy.
- Nearly 50% of IT requests resolved autonomously, revealing a shift towards self-service models.
- 20+ workflows automated, highlighting competitive advantage through operational efficiency.
- Expansion to resident services suggests strategic growth in citizen engagement and satisfaction.
Summary
Summary
The City of Raleigh, North Carolina, faced challenges in managing an increasing volume of IT service requests due to rapid population growth. By deploying ServiceNow’s IT Service Desk AI agents, Raleigh achieved a 66% reduction in IT service desk costs while significantly improving service efficiency.
Background
Raleigh is a municipal government in North Carolina, supporting approximately 4,400 city employees. Prior to the deployment of AI solutions, the city’s help desk team, consisting of only four staff members, was overwhelmed by roughly 300,000 resident service calls each year. The existing workflows on ServiceNow had created a solid knowledge base, but the rising internal ticket volume diverted staff focus from complex issues to routine inquiries.
Challenge
The primary challenge was to manage the increasing volume of service requests effectively while maintaining high-quality support for both city employees and residents. The help desk staff needed a solution to handle routine device and connectivity questions without sacrificing attention to more complex problems.
Solution
Raleigh implemented two AI agents on the ServiceNow platform: ‘Ral-E’ and ‘Alli.’ Ral-E serves as a self-service guide for employees, helping them navigate requests and providing answers from the city’s knowledge base with a 98% deflection rate. Alli, the L1 IT Service Desk AI Specialist, manages complete workflows for common requests, utilizing the city's knowledge base and historical incident data to resolve issues autonomously. Help desk staff oversee Alli’s operations to ensure the accuracy of the knowledge base.
Results
The deployment of Ral-E and Alli led to significant outcomes:
- 66% reduction in IT service desk costs by redirecting staff time.
- 98% acceptance rate of AI-generated incident summaries.
- Nearly 50% of IT support requests resolved autonomously, with a target of 85%.
- 98% correct routing of tickets on first contact.
- Automation of over 20 workflows through ServiceNow’s Autonomous Workforce.
Key Insights
Raleigh's experience highlights the effectiveness of integrating AI into municipal operations to enhance service delivery. The careful implementation of AI tools can lead to substantial cost savings and improved efficiency, allowing staff to focus on more complex tasks.
Customer Testimonial
"Our residents expect their city to keep pace with their lives, and our employees deserve tools that make that possible," said Mark Wittenburg, chief information officer, City of Raleigh. "We're introducing AI deliberately, building trust step by step and keeping our people in the loop. Every hour we give back inside city hall shows up in the service our residents receive."
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Key Concepts
Definitions
- AI agents
- Automated systems that assist users by guiding them through processes and resolving issues using artificial intelligence.
- ServiceNow
- A cloud-based platform that provides digital workflows to enhance operational efficiency across various business functions.
- IT service desk
- A support service that assists users with IT-related issues and requests, often serving as the first point of contact.
- knowledge base
- A centralized repository of information that provides users with answers to common questions and issues.
- autonomous workforce
- A workforce model that integrates AI and human workers to enhance productivity and efficiency in completing tasks.
Use Cases
- →Reducing IT service desk costs by 66%
- →Handling 300,000 resident service calls annually
- →Automating workflows through ServiceNow’s Autonomous Workforce
- →Guiding employees through self-service requests
- →Resolving IT support requests autonomously
- →Connecting AI agents to resident service portals
Frequently Asked Questions
How did Raleigh reduce its IT service desk costs?
Raleigh reduced its IT service desk costs by 66% by implementing AI agents that automate routine tasks and improve efficiency, allowing staff to focus on more complex issues.
What are Ral-E and Alli?
Ral-E is an AI agent that guides employees through self-service requests, while Alli is an AI Specialist that resolves complete workflows for IT service requests.
What impact do AI agents have on service requests?
AI agents have significantly improved the handling of service requests, achieving a 98% deflection rate and resolving nearly half of IT support requests autonomously.
How does ServiceNow support the City of Raleigh?
ServiceNow provides the City of Raleigh with a platform that integrates various workflows, enabling the city to manage IT, HR, and facilities more effectively through AI-driven solutions.
What future plans does Raleigh have for its AI initiatives?
Raleigh plans to extend its AI initiatives to the 'Ask Raleigh' resident portal, allowing residents to access services and information without needing to contact city staff directly.