Thrive scales customer experience with ServiceNow AI, achieving 73% first-contact resolution
ServiceNow announced that managed services provider Thrive deployed its AI Platform and Technology Provider Service Management (TPSM) to overhaul customer support, achieving a 73% first-contact resolution rate. Thrive reports a 63% reduction in time-to-resolution, 99.2% customer satisfaction, and more than 14,500 engineer hours returned via over 92,000 automated assists, with 74% adoption across 1,000+ provisioned fulfillers.
Key figures
- Resolution notes
- 88000
- Automated assists
- 92000
- Fulfiller adoption
- 74% across 1,000+ provisioned fulfillers
- Manual hours saved
- 21000
- Engineer hours saved
- 14,500+
- Customer satisfaction
- 99.2%
- Tasks routed six months
- 315000
- First contact resolution
- 73%
- Time to resolution reduction
- 63%
AI analysis
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