City of Raleigh reports 66% lower IT service desk costs after ServiceNow AI agent go-live

ServiceNow says the City of Raleigh became the first municipal government to run its IT Service Desk AI Specialist in production, cutting IT service desk costs by 66% through redirected staff time. The agent, called Alli, now resolves nearly half of IT support requests autonomously, with a target of 85%. The 66% figure is company-reported and the release gives no baseline or time period.

• Nearly half of IT support requests resolved autonomously; target 85%
• 98% of tickets routed correctly on first contact
• More than 20 workflows automated through the Autonomous Workforce
• 66% cost reduction is company-reported, with no baseline disclosed