ServiceNow enhanced its customer support by prioritizing personalized, seamless self-service through the Now Platform, Customer Service Management (CSM), AI Search, and IT Service Management (ITSM). By empowering customers to resolve issues independently, ServiceNow achieved significant results in Q1 FY23, including avoiding 74,000 cases, saving $40 million through case avoidance, and achieving a 15% in-case deflection rate. The integration of AI and machine learning improved content accuracy and search capabilities, enabling an 80% automation target for support, which allows agents to focus on more complex customer needs, enhancing overall customer satisfaction and loyalty.

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