Raleigh, North Carolina, reduces IT service desk costs by 66% with ServiceNow AI agents
Business Wire•08/10/2026•09:00 ET
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Key Highlights
- ➤Raleigh achieved 66% lower IT service desk costs using ServiceNow AI agents
- ➤Ral-E reached a 98% deflection rate for employee service requests
- ➤Nearly half of IT support requests are resolved autonomously, targeting 85%
- ➤98% of tickets are routed correctly on first contact
- ➤Raleigh automated 20+ workflows through ServiceNow’s Autonomous Workforce
Expert Statements
Mark Wittenburg, Chief information officer, City of Raleigh
“Our residents expect their city to keep pace with their lives, and our employees deserve tools that make that possible.”
Mark Wittenburg, Chief information officer, City of Raleigh
“We’re introducing AI deliberately, building trust step by step and keeping our people in the loop.”
Mark Wittenburg, Chief information officer, City of Raleigh
“Every hour we give back inside city hall shows up in the service our residents receive.”
Mark Wittenburg, Chief information officer, City of Raleigh
“As we bring the ServiceNow AI experience to ‘Ask Raleigh,’ that impact will reach every corner of our community.”
Mike Hurt, Group vice president of U.S. Public Sector at ServiceNow
“The City of Raleigh is setting the pace for what cities and states of any size can achieve at the intersection of innovation and service.”
Mike Hurt, Group vice president of U.S. Public Sector at ServiceNow
“Raleigh is using ServiceNow Autonomous Workforce to put ServiceNow AI Agents and Specialists into production inside governed workflows that complete work end to end without compromising the security government agencies rely on.”
Mike Hurt, Group vice president of U.S. Public Sector at ServiceNow
“That’s the hybrid workforce of the future: AI and people working side by side to deliver mission results.”
Raleigh, North Carolina, reduces IT service desk costs by 66% with ServiceNow AI agents
Raleigh is the first municipal government to deploy autonomous workers using ServiceNow’s IT Service Desk AI Specialist
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