List of ServiceNow Now Assist Customers
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Since 2010, our global team of researchers has been studying ServiceNow Now Assist customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Now Assist for Generative AI Platforms from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Now Assist for Generative AI Platforms include: British Telecom, a United Kingdom based Communications organisation with 85300 employees and revenues of $26.83 billion, NextEra Energy, a United States based Utilities organisation with 16800 employees and revenues of $24.75 billion, Mears Group PLC, a United Kingdom based Professional Services organisation with 5500 employees and revenues of $1.19 billion, Kainos, a United Kingdom based Professional Services organisation with 3029 employees and revenues of $481.0 million and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Now Assist, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Now Assist customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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British Telecom | Communications | 85300 | $26.8B | United Kingdom | ServiceNow | ServiceNow Now Assist | Generative AI Platforms | 2024 | n/a |
In 2024, British Telecom piloted ServiceNow Now Assist within its Telecom Service Management environment, deploying the application as a Generative AI Platforms capability to support frontline agents. The initial rollout covered an operational pilot to 300 agents across the United Kingdom, focused on customer service operations and case handling workflows.
ServiceNow Now Assist was configured to accelerate case activity summarization and aid review of complex case notes, embedding generative assistance into TSM case management processes and the agent user experience. Functional capabilities emphasized automated case summarization, contextual note review, and in-workflow assistance to reduce manual documentation effort and streamline agent case handling.
The operational scope centered on UK-based customer service agents supporting telecom service tickets, with implementation scoped to Telecom Service Management workflows rather than broader ITSM modules. No external system integrations were specified in the source, the deployment was described as a ServiceNow-native augmentation to TSM, and governance was managed through the pilot program structure across customer service teams.
Per the ServiceNow announcement, the 300-agent pilot reduced time to generate case activity summaries and to review complex case notes by 55 percent and improved mean time to resolve by roughly one third. These outcomes were reported during the pilot phase and are tied explicitly to the ServiceNow Now Assist deployment in 2024.
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Kainos | Professional Services | 3029 | $481M | United Kingdom | ServiceNow | ServiceNow Now Assist | Generative AI Platforms | 2023 | n/a |
In 2023, Kainos deployed ServiceNow Now Assist as part of a Customer Service Management implementation across its EMEA operations. The deployment positioned ServiceNow Now Assist within the Generative AI Platforms category to automate Tier 0 support, accelerate case triage, and generate knowledge content for frontline teams.
Now Assist for CSM was configured to generate knowledge articles from case transcripts, surface suggested solutions for agents, and automate first contact responses to reduce manual intake. Configuration emphasized knowledge generation, assisted resolution prompts, and case summarization capabilities aligned to Customer Service Management workflows.
The implementation was embedded into Customer Service Management case management workflows and agent interfaces, supporting EMEA customer service and contact center teams. Business functions impacted included customer support, knowledge management, and case resolution operations.
Governance controls included validation and curation workflows for AI generated knowledge articles and agent feedback loops to refine suggestions. The implementation resulted in 600 knowledge articles created, customer satisfaction increasing to 99% from 80%, and a 71% reduction in average time to resolve.
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Mears Group PLC | Professional Services | 5500 | $1.2B | United Kingdom | ServiceNow | ServiceNow Now Assist | Generative AI Platforms | 2024 | n/a |
In 2024, Mears Group PLC implemented ServiceNow Now Assist across employee service channels. The deployment targeted IT Service Management and HR Service Delivery in the United Kingdom under the Generative AI Platforms category, with the stated goal of improving self service and speeding resolutions for staff and customers.
ServiceNow Now Assist was configured to surface knowledge articles, draft agent responses, and provide conversational assistance across employee service channels, reflecting common Generative AI Platforms capabilities for knowledge retrieval and response augmentation. Configuration work included tuning knowledge models and response templates to support faster triage and reduced manual handling. Implemented functional workflows covered incident intake, request fulfillment and HR case routing within IT Service Management and HR Service Delivery.
Operational scope remained within the United Kingdom and spanned staff and customer facing service interactions managed by Mears Group PLC. Governance emphasis focused on knowledge curation and a phased rollout across service teams, with monitoring during the initial months to validate call deflection, refine routing and adjust knowledge responses.
Early outcomes reported in the first months after deployment included up to 10 minutes saved per request, 83% call deflection, and more than an 8% increase in self service. These reported results were observed across IT Service Management and HR Service Delivery channels following the ServiceNow Now Assist deployment. The implementation aligns Mears Group PLC ServiceNow Now Assist Generative AI Platforms with operational objectives around faster resolution and increased self service.
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Utilities | 16800 | $24.8B | United States | ServiceNow | ServiceNow Now Assist | Generative AI Platforms | 2020 | n/a |
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