Overview
ServiceNow is a cloud-based software company leader based in Santa Clara, CA, that helps businesses automate and streamline digital workflows across IT, HR, customer service, and other departments. Its platform enables organizations to improve efficiency, reduce manual work, and deliver better employee and customer experiences.
Supernova Award Category
Future of Work: Employee Experience
The Problem
ServiceNow experienced challenges managing a 70-person sales commission help desk that handles a variety of inquiries from multiple departments and systems. The manual process of gathering, anonymizing, and analyzing sensitive data, sales quotas, customer licensing, and a commission structure created bottlenecks, prolonging the process for resolutions.
The Solution
ServiceNow’s Digital Technology team partnered with OPAQUE Systems to implement Confidential AI agents, enabling secure, autonomous AI systems with cryptographic privacy guarantees and auditability. The solution provides ServiceNow’s desk team with instantaneous access to encrypted data across multiple systems, while AI agents automatically analyze and generate responses.
The results
ServiceNow can harness the full power of AI technology without compromising capabilities. Before integrating OPAQUE’s trusted insights with multiple secure data sources, the system lacked strong privacy controls and compliance with slow delivery. After applying, ServiceNow adopts a better decision-making process by ensuring every action taken by its AI agents are cryptographically verified, creating an immutable record of data access and usage, and generating detailed audit trails that meet compliance and strengthen governance protocols.
Metrics
The implementation of OPAQUE’s Confidential AI Agents delivered strong results across ServiceNow’s help desk, increasing productivity to 41% while average response times decreased from 4 days to just 8 seconds. This dramatic service improvement also resulted in a 94% accuracy rate of agent responses, demonstrating both high relevance and high seller satisfaction with an increase of 37%. Beyond operational improvements, ServiceNow experienced a 56% reduction in operating costs while simultaneously strengthening their security through confidential computing.
The Technology
Hardware-based encryption on Azure NCCads H100 v5 confidential virtual machines augmented by NVIDIA H100 Tensor Core GPUs for accelerated computing running on their Microsoft Azure subscription.
Disruptive Factor
ServiceNow's sales desk faced critical bottlenecks with manual processes taking up to 4 days to resolve complex inquiries for their 6,000+ sales force, while data privacy concerns from multiple stakeholders created additional approval complexities. The implementation of Confidential AI Agents in partnership with OPAQUE delivered game-changing results - slashing response times to 8 seconds (99% faster), and reported a 74% accuracy rate of agent responses, demonstrating high relevancy. This solution disrupted traditional commission management by eliminating the trade-off between AI capabilities and data security, enabling autonomous AI agents to securely analyze encrypted sensitive data while maintaining cryptographic privacy guarantees. Most importantly, this has freed up the help desk team to focus on more strategic, high-value work while delivering faster, more accurate support to the sales force, creating a virtuous cycle of improved efficiency and satisfaction.
Shining Moment
By implementing an agentic experience for sellers with the adoption of OPAQUE’s confidential computing solution, ServiceNow can prioritize its focus on what matters most—the customers.