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ServiceNow claims its Autonomous Workforce AI agent is resolving over 90% of inbound Level 1 IT help desk tickets internally, handling password resets, account unlocks, VPN issues, and software access requests end-to-end. The system operates on top of ServiceNow's live CMDB, workflows, and two decades of structured ticket data, and is designed to escalate rather than hallucinate when it lacks confidence. Select customers are already testing it, with general availability expected in the second half of the year. Analysts note this represents a shift from AI as a productivity aid to AI as operational infrastructure, but warn of the 'automation paradox' where automating routine issues raises the baseline complexity of remaining tickets.

ServiceNow: AI bot is resolving 90% of our help desk tickets