Transforming workflows with GenAI: Insights from leading organizations

The first issue of Fortified Quarterly explores how businesses are unlocking the transformative potential of GenAI on the ServiceNow platform. By automating workflows and enhancing productivity, GenAI is helping organizations tackle inefficiencies, improve customer experiences, and empower employees to focus on meaningful work.

Here are three standout success stories from the article “Innovating with GenAI on ServiceNow”:

• Mears: One of the UK’s largest housing solution providers, Mears leveraged GenAI to streamline customer interactions. Through case summarization and automated resolution notes, they cut 10 minutes off every request, deflected 83 percent of calls, and achieved a 10 percent increase in self-service usage—all within just a few months.
• USI: This New York-based insurance company transformed its service delivery with GenAI. By automating incident summarization and resolution notes, USI saved 89 hours per month and enhanced service quality, enabling their teams to focus on high-value tasks.
• Coursera: The global online learning platform optimized its service management with GenAI, reducing incident escalations by 18 percent, cutting mean time to resolve by 14 percent, and achieving a 98 percent employee satisfaction rate.

By combining automation, predictive intelligence, and AI-driven insights, companies are driving meaningful change across industries.