Information Technology

How CANCOM Uses Agentwise as an IT-Support Agent in ServiceNow

How CANCOM integrated Agentwise with ServiceNow to transform first-level IT support — handling over 42,000 conversations and resolving user queries faster with AI-driven interactions.

IT departments are the backbone of any modern enterprise. But the constant influx of service requests and the pressure to resolve issues quickly can overwhelm even well-staffed IT teams. Repetitive first-level queries — password resets, software access, onboarding checklists — consume a disproportionate amount of time that could be spent on higher-priority work.

The Challenge

CANCOM, one of Europe's leading IT service providers, operates a ServiceNow-based IT service management platform serving thousands of employees and customers. Their IT helpdesk was flooded with routine requests, response times were climbing, and employee satisfaction with IT support was declining.

The core issues were:

• High volume of repetitive Level 1 tickets consuming team capacity
• Knowledge scattered across internal wikis, SharePoint, and ticket history
• No self-service option that employees actually used

The Solution

CANCOM integrated Agentwise directly into their ServiceNow environment. Agentwise acts as a first-level support agent that employees interact with through a familiar chat interface — either within ServiceNow or via Microsoft Teams.

AI-powered knowledge access — Agentwise was trained on CANCOM's internal IT knowledge base, past ticket resolutions, and documented runbooks. Employees can ask questions in plain language and get accurate, contextual answers instantly.

Automatic ticket creation — When Agentwise cannot resolve a query, it automatically creates a structured ServiceNow ticket with all relevant context pre-filled, routing it to the right team without the employee having to navigate forms.

Seamless handoff — For complex issues, Agentwise hands off to a human agent within the same conversation thread, with full context preserved.

The Outcome

Since going live, Agentwise has handled over 42,000 conversations for CANCOM — the majority of routine queries resolved automatically without any human involvement. The resolution success rate has been pushed to over 83%, meaning more than 8 in 10 requests are fully handled by the agent without escalation. Response times dropped from hours to seconds for the most common request types, and IT staff were able to redirect their attention to complex infrastructure work and projects that actually required human expertise.

Employees reported higher satisfaction with IT support — not because the system was more human, but because it was faster and available around the clock.