{"id":1008626,"date":"2026-10-08T11:22:28","date_gmt":"2026-10-08T15:22:28","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/raleigh-north-carolina-reduces-it-service-desk-costs-by-66-with-servicenow-ai-agents\/"},"modified":"2026-10-08T11:22:28","modified_gmt":"2026-10-08T15:22:28","slug":"raleigh-north-carolina-reduces-it-service-desk-costs-by-66-with-servicenow-ai-agents","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/raleigh-north-carolina-reduces-it-service-desk-costs-by-66-with-servicenow-ai-agents\/","title":{"rendered":"Raleigh, North Carolina, reduces IT service desk costs by 66% with ServiceNow AI agents"},"content":{"rendered":"

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Raleigh, North Carolina, reduces IT service desk costs by 66% with ServiceNow AI agents<\/b><\/p>\n

Raleigh is the first municipal government to deploy autonomous workers using ServiceNow\u2019s IT Service Desk AI Specialist<\/i><\/p>\n

SANTA CLARA, Calif.–(BUSINESS WIRE<\/a>)–ServiceNow<\/a> (NYSE: NOW), the Super Intelligence Control Tower for business reinvention, today announced that the City of Raleigh is the first municipal government to put ServiceNow\u2019s IT Service Desk AI Specialist into production. Raleigh is adding new residents everyday, and that steady growth has created more requests, tickets, and pressure on a lean team. The city is keeping pace, while increasing productivity, with AI agents and specialists built on the ServiceNow AI Platform.<\/p>\n

The challenge: keeping pace with one of the fastest-growing cities in the country<\/b><\/p>\n

\nRaleigh\u2019s help desk staff of four people supports 4,400 city employees, while the city fields roughly 300,000 resident service calls each year. A decade of IT, HR, facilities, and security workflows on ServiceNow had already given the city a deep knowledge base, but as internal ticket volume climbed, more of the team’s day went to routine device and connectivity questions and less to the complex problems and service improvements that matter most to employees and residents.<\/p>\n

The solution: AI agents that help guide, resolve, and scale<\/b><\/p>\n

\nRaleigh built \u2018Ral-E,\u2019 a ServiceNow AI agent that guides employees through self-service requests and answers questions from the city’s knowledge base across IT, HR, and facilities. Each conversation is unique to the problem at hand, getting employees an answer or routing them to the right team with a 98% deflection rate.<\/p>\n

\nBuilding on that success, the city put \u2018Alli,\u2019 its L1 IT Service Desk AI Specialist<\/a>, into production. Where Ral-E guides and routes, Alli resolves complete workflows\u2014handling common requests from start to finish using the city’s knowledge base, historical incident data, and remediation workflows. Help desk staff oversee Alli\u2019s work and keep the knowledge she learns accurate and current.<\/p>\n

With the help of Ral-E and Alli, key outcomes include:<\/b><\/p>\n