Client
Industry
AI Tech Solution
Solution Provider
Challenge
Kainos, a UK-based service provider, helps businesses maximize digital opportunities by specializing in Workday Services. As the company grew, it faced challenges in scaling customer service operations while maintaining high service levels.
With over 3,100 employees and an expanding customer base, Kainos needed to:
- Improve customer self-service capabilities to reduce ticket volumes.
- Enhance agent efficiency by automating case handling and summarization.
- Implement AI-powered support tools to enable faster issue resolution and knowledge sharing.
Before implementing Now Assist, Kainos struggled with manual ticket resolution, limited knowledge-sharing across teams, and inconsistent service quality.
Solution
Kainos adopted ServiceNow Now Assist for Customer Service Management, integrating GenAI-powered automation and AI-driven knowledge search to enhance both customer and internal support processes.
Kainos leveraged Now Assist’s natural language processing (NLP) capabilities to:
- Create 600+ AI-generated knowledge articles for customer self-service.
- Implement AI-driven search tools, allowing customers to find answers instantly via a self-service portal.
- Deploy automated case summarization, enabling agents to quickly understand customer history and deliver more personalized support.
- Now Assist also helped train junior consultants by providing AI-powered search and recommendations, reducing onboarding time and improving consultant efficiency.
Results
By implementing Now Assist’s Generative AI, Kainos achieved substantial improvements in customer support efficiency and satisfaction.
- Customer satisfaction increased from 80% to 99%, demonstrating improved service experiences.
- 71% reduction in average case resolution time, accelerating issue resolution.
- 17% boost in operational efficiency, allowing Kainos to serve more clients with existing staff.
With GenAI-powered automation, Kainos improved service delivery, enhanced agent productivity, and ensured faster customer response times, reinforcing its position as a leader in AI-driven customer support.
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