Challenge
L1 ticket volume was high. Self-service KB hits were low because keyword search missed semantically-relevant articles. Catalog discovery was hampered by inconsistent brand naming.
Solution
Deployed Enterprise Agent for ServiceNow on Classic UI, Service Portal, and Workspaces. Multi-strategy KB search across 4 term groups. Auto-incident creation when KB or catalog misses.
Deployment topology
- Designed for IL5-eligible deployment with private routing
- Customer-hosted backend on Azure GovCloud (DoD/DISA)
- GovCloud-eligible LLM tier
- ServiceNow integration installed in the customer's instance
Integrations & plugins
- Enterprise Agent for ServiceNow
- Live agent handoff (Advanced Work Assignment + Agent Chat)
Outcomes
- 100% on the L2H 59-question internal KB benchmark with the top tested model (results vary by data set)
- Substantial KB-search-accuracy gain over keyword search in the customer's internal evaluation
- Reduced L1 ticket volume via self-service deflection
- Catalog discovery across brand naming