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Global organizations face a unique challenge: how do you create a consistent, scalable support experience across dozens of business units and markets? The issue isn’t just technology; it’s complexity. Legacy platforms often can’t keep pace with evolving service needs, leaving IT teams tangled in rigid customizations, siloed tools, and outdated processes.  Consider the insurance sector, where customer expectations are rising rapidly. A leading insurer operating in 70+ countries found its legacy service desk hampered by non-scalable infrastructure and fragmented tools. Enhancements were rigid, intent recognition was weak, and multiple systems made end-user interaction disjointed. The solution was to migrate to ServiceNow IT Service Management (ITSM) and HR Service Delivery (HRSD), supported by Virtual Agent for intelligent support. Unlike legacy systems, ServiceNow offers a platform designed for flexibility, scalability, and cross-platform process integration. By consolidating multiple service functions into one unified experience, it allows organizations to break silos, streamline workflows, and meet employees where they are. The benefits extend beyond efficiency. Intelligent support allows HR and IT to deliver services in the same modern, consumer-grade way that customers expect outside of work. Self-service portals, chatbots with natural language understanding, and configurable workflows make it possible for employees to resolve routine issues instantly — whether it’s requesting leave or resetting a password. The real story here is one of transformation: moving from reactive, manual support to proactive, intelligent service delivery. For organizations competing globally, this isn’t just an operational improvement — it’s a strategic necessity. ServiceNow provides the platform to make it happen.

Customer service has always been the frontline of brand perception. In today’s hyperconnected world, response time and consistency are as important as the solutions themselves. Yet many organizations still struggle with fragmented knowledge bases, inconsistent agent performance, and long resolution cycles that leave customers frustrated. When you peel back the layers, the challenge isn’t effort — it’s access to the right information at the right time. Agents often juggle multiple systems, searching for policies or past tickets, while customers wait impatiently. Add in the pressure of volume across chat, email, and phone, and even experienced teams can struggle to keep quality consistent. The Data Security Council of India has forecast that the cybersecurity ecosystem will expand up to a point where nearly one million professionals will be required by 2025. Additionally, the demand for cloud security skills is estimated to grow by 115% between 2020 and 2025, representing almost 20,000 job openings, Narayan added. An extensive exercise in reskilling and/or upskilling the existing workforce, believe staffing experts, is one of the ways that telcos can future proof their work. Indian mobile phone operators are expected to at least double their investments on network security with the 5G roll out expected to spark a surge in network vulnerabilities, which assume critical importance especially for enterprises. However, it is already proving to be a challenge for telcos to have robust security teams.

The demand for around-the-clock support has reshaped how organizations approach customer and employee service. Traditional service desks, constrained by working hours and human availability, often leave users waiting. Virtual agents, however, are redefining these limitations — offering intelligent, always-on support that scales effortlessly. For industries like insurance or financial services, where inquiries span from claims to HR requests, ServiceNow Virtual Agent (VA) has emerged as a game changer. These conversational bots, powered by Natural Language Understanding (NLU), can engage users in human-like dialogue to resolve common issues instantly. Take, for instance, a leading global insurer seeking to streamline customer and employee interactions. By deploying ServiceNow Virtual Agent alongside IT Service Management (ITSM) and HR Service Delivery (HRSD), they transformed their service model. Routine queries — such as password resets, policy document requests, or HR leave balances — were handled by VA within seconds. More complex issues seamlessly transitioned to live agents, with full context passed along. The results are compelling. Not only do virtual agents cut resolution times dramatically, they also relieve human agents from repetitive, low-value tickets. Customers and employees enjoy faster, more consistent service, while organizations gain scalability without exponentially increasing costs. But perhaps the most strategic advantage is how VAs integrate with broader digital ecosystems. Through ServiceNow’s Digital Workplace (DWP), chatbots can connect to backend systems, pull real-time data, and deliver personalized responses. This elevates the experience from a basic FAQ bot to an intelligent assistant that feels embedded in the organization’s DNA. Virtual agents are no longer optional; they are fast becoming the foundation of modern service delivery. Organizations adopting them are not just improving efficiency but are also setting new expectations for intelligent, human-like digital experiences.

Employee onboarding is one of the most critical experiences in an employee’s journey , yet it’s also one of the most inconsistent. Manual paperwork, scattered processes, and delayed provisioning often leave new hires frustrated before they’ve even started their roles. For global enterprises with frequent hiring cycles, these inefficiencies compound quickly. Enter ServiceNow HR Service Delivery (HRSD) and Now Assist for HR, which are enabling organizations to automate and personalize onboarding at scale. In practice, this means that instead of HR staff spending hours coordinating checklists, approvals, and documentation, onboarding workflows are streamlined end-to-end. From the moment a new hire accepts an offer, the system automatically generates personalized onboarding tasks, delivers FAQs via chat, and ensures IT, facilities, and payroll processes are synchronized. For HR teams, the impact is immediate. Manual workloads decrease, freeing staff to focus on strategic initiatives like talent development and retention. For employees, onboarding becomes smoother and more engaging — they receive timely information, instant responses to queries, and a clear roadmap for their first weeks. One multinational firm that adopted Now Assist for HR reported a 40% reduction in onboarding time. More importantly, they achieved a cultural shift: onboarding was no longer a pain point but an opportunity to impress and integrate new employees quickly. In today’s tight labor market, first impressions matter more than ever. Organizations that embrace AI-powered HR automation aren’t just improving efficiency; they’re strengthening their employer brand and setting the tone for long-term employee engagement.

Employees today expect workplace support to mirror the convenience of consumer services. When they have questions about policies, benefits, or payroll, they want instant, accurate answers — not a frustrating hunt through portals or long waits for HR callbacks. For large enterprises with tens of thousands of employees, delivering this level of responsiveness can be daunting. That’s where AI-powered virtual agents, integrated with ServiceNow HR Service Delivery, are making a tangible difference. By embedding Now Assist into HR chatbots, organizations can respond to “How do I…” style questions with policy-accurate answers instantly. The AI doesn’t just look for keywords — it understands context, applies company policies, and updates responses dynamically as policies change. The benefits are striking. Enterprises adopting this approach have seen up to 70% deflection of repetitive queries, meaning HR teams are no longer bogged down by basic questions. Employees receive consistent and compliant responses, improving trust in the HR function. Meanwhile, HR professionals are freed to focus on complex, value-adding activities. More broadly, AI-driven employee support represents a cultural shift. Instead of employees seeing HR as a bottleneck, they view it as an always-available, supportive resource. For organizations competing to attract and retain top talent, this kind of employee experience is a powerful differentiator. ServiceNow’s approach demonstrates how HR can evolve from being a transactional function into a strategic enabler of productivity and satisfaction. In the age of AI, supporting employees effectively isn’t just about efficiency — it’s about creating workplaces where people feel heard and supported 24/7.

Field service has always been one of the toughest domains to optimize. Whether in utilities, telecom, or logistics, field technicians face unpredictable environments, complex equipment, and high customer expectations for first-time fixes. Traditional models often leave technicians without access to the right information at the right time, leading to repeat visits and frustrated customers. This is rapidly changing with AI-powered field service solutions, such as ServiceNow Field Service Management integrated with Now Assist. Picture a utility services company with hundreds of technicians distributed nationwide. Before AI integration, technicians often had to call back to headquarters for guidance or sift through lengthy manuals. Now, with AI-driven mobile apps, they receive real-time checklists, knowledge articles, and next-step recommendations directly on their devices during site visits. The results are transformative. First-time fix rates increase, operational downtime decreases, and customers enjoy faster, more reliable service. Organizations also save significantly by reducing repeat visits and optimizing resource allocation. What sets modern platforms like ServiceNow apart is their ability to integrate field service with the broader IT and service ecosystem. Issues identified in the field can be linked back to incidents, problems, or changes in the ITSM environment, ensuring root causes are addressed systematically. In a competitive marketplace, efficient field service is not just an operational necessity — it’s a brand differentiator. Companies that empower their frontline workers with AI and mobile-first tools are redefining customer expectations and building loyalty through reliability and speed. Bharti Airtel, for example, has been preparing for 5G roll out by upskilling its professionals and offering them certification courses such as CCNA (Cisco Certified Network Associate) and CCNP (Cisco Certified Network Professional). The courses are offered based on skill and eligibility level free of cost.