European Investor
08 Oct 2026, 16:36
ServiceNow Helps Raleigh Cut IT Service Desk Costs 66% With AI Agents
ServiceNow said the City of Raleigh has become the first municipal government to deploy its IT Service Desk AI Specialist in production, using autonomous AI workers to handle routine support tasks and complete workflows.
Raleigh’s four-person help desk supports about 4,400 city employees, creating pressure as internal service requests continue to grow. The city first deployed “Ral-E,” a ServiceNow AI agent that guides employees through self-service requests and answers questions across IT, HR and facilities. ServiceNow said the agent achieved a 98% deflection rate.
Raleigh then deployed “Alli,” an L1 IT Service Desk AI Specialist capable of resolving common requests from start to finish using the city’s knowledge base, historical incident data and remediation workflows.
According to ServiceNow, the deployment has reduced IT service desk costs by 66%, while nearly half of support requests are now resolved autonomously. The city is targeting 85% autonomous resolution over time. ServiceNow also reported that 98% of AI-generated incident summaries are accepted without changes and 98% of tickets are routed correctly on first contact.
Raleigh plans to extend the same AI model to its “Ask Raleigh” resident portal, which could broaden the use of ServiceNow’s autonomous workflow technology from internal government operations to public-facing municipal services.
ServiceNow said the City of Raleigh has become the first municipal government to deploy its IT Service Desk AI Specialist in production, using autonomous AI workers to handle routine support tasks and complete workflows.
Raleigh’s four-person help desk supports about 4,400 city employees, creating pressure as internal service requests continue to grow. The city first deployed “Ral-E,” a ServiceNow AI agent that guides employees through self-service requests and answers questions across IT, HR and facilities. ServiceNow said the agent achieved a 98% deflection rate.
Raleigh then deployed “Alli,” an L1 IT Service Desk AI Specialist capable of resolving common requests from start to finish using the city’s knowledge base, historical incident data and remediation workflows.
According to ServiceNow, the deployment has reduced IT service desk costs by 66%, while nearly half of support requests are now resolved autonomously. The city is targeting 85% autonomous resolution over time. ServiceNow also reported that 98% of AI-generated incident summaries are accepted without changes and 98% of tickets are routed correctly on first contact.
Raleigh plans to extend the same AI model to its “Ask Raleigh” resident portal, which could broaden the use of ServiceNow’s autonomous workflow technology from internal government operations to public-facing municipal services.
