Outcreating Enterprise Service Delivery at Scale for a Large Healthcare and Lifesciences Organization with Now Assist and Agentic AI Workflows

About the Client

The client is a global consumer health leader that operates in over 165 countries, reaching approximately 1.2 billion people through trusted, science‑backed everyday care products. With $15.5 billion in annual revenue, it stands as the one of the world’s largest consumer health companies. Built on more than a century of scientific and brand heritage, the organization embarked on a strategic journey to modernize internal service operations and scale efficiently across its global footprint.

Industry Trends

The technology landscape is undergoing a rapid transformation driven by the convergence of generative AI and agentic AI. Enterprises are moving beyond isolated AI copilots toward intelligent systems capable of reasoning, planning, and acting autonomously across end-to-end workflows. Gen AI has unlocked the ability to summarize, generate, and contextualize information at scale, while agentic AI extends this capability by orchestrating multi-step actions, integrating with enterprise systems, and continuously learning from outcomes. In regulated industries such as healthcare and life sciences, this shift is particularly significant as organizations are increasingly adopting AI-powered platforms that embed governance, contextual grounding, and human-in-the-loop controls to improve operational efficiency without compromising compliance or reliability. As service volumes grow and digital dependency deepens, AI-driven service operations have become a strategic imperative rather than an experimental capability.

Challenges

The customer was facing increasing pressure to deliver fast, consistent, and reliable services across all business streams. Factors such as business growth, geographic expansion and rising digital dependency significantly increased service volumes and complexity. This led to operational bottlenecks and inconsistent user experience. It impacted a broad ecosystem of stakeholders including IT support teams, HR service centers, customer service agents, procurement teams, workplace operations, business users, and ultimately caregivers and administrative staff who relied on timely and reliable support. 

Key challenges included:

• Inefficient, Delayed Resolution Due  to Absence of a Gen AI-Enabled Cross-Functional Operating Model

Service workflows remained siloed, resulting in manual handoffs, duplicated effort across functions, delayed resolutions and inconsistent accuracy in service outcomes.

• High Manual Effort Across Enterprise Service Functions

Across IT, HR, and customer service operations, critical processes depended heavily on manual triage, analysis, and classification, slowing response times and limiting operational efficiency at scale.

• Difficulty with AI Adoption due to Complex Legacy Customizations

Years of extensive platform customizations created rigidity and made it challenging to rapidly adopt ServiceNow’s latest AI capabilities. It required significant effort to enable standard, out of the box functionality.

• Slow and Error-Prone Decision Making

Core activities such as change management planning, incident review creation, and ticket categorization were time consuming and error prone, lacking consistent, repeatable, and intelligent decision support.

• Lack of Capacity to Support Rapid Service Volume Growth

High service volumes  across ITSM, HRSD, CSM, WSD, and S2P functions impacted responsiveness and service quality. The client lacked team capacity to support the surge in service volumes.

LTM’s Solution

To address these challenges,  the customer partnered with LTM to implement a powerful suite of Now Assist out of the box skills and agentic AI workflows. These solutions aimed to in modernize everyday operations and elevate user experience across:

• IT Service Management: Incident triage, change management planning, resolution recommendations, and sentiment analysis
• HR Service Delivery: Case planning, criticality detection, and stepwise fulfilment plans
• Customer Service Management: Automated triage with retrieval-augmented generation (RAG)-based suggestions
• Procurement and Supplier Management: AI-driven request triage, supplier enquiry handling and contextual recommendations
• Workplace Service Delivery: Automated CAD source mapping for import tasks
• Platform Management: Record management, troubleshooting steps, and resolution summaries

Key solution capabilities included:

• AI-Powered IT Service Management
  • AI-generated incident summaries, risk insights, and resolution guidance
  • Automatic categorization, assignment, major incident, and problem linkage
  • AI-driven change Implementation as well as backout and test plan to strengthen change governance
• Intelligent HR Service Delivery
  • Automated HR case criticality detection and fulfilment planning
  • Contextual knowledge lookups with AI recommended next actions
• Smarter Customer Service Operations
  • Intelligent triage of using RAG for automated interaction type and subtype assignment
  • Reducing manual effort and improved routing accuracy
• Enterprise-Wide Agentic Automation
  • Automated record retrieval, updates, linking, and comment updates
  • AI-generated resolution summaries for faster closures of tasks
  • Web research agents created troubleshooting steps for complex issues
• Workplace Service Delivery Efficiency
  • Auto‑identification of CAD file sources
  • Accelerated map updates and improved turnaround for workplace operations
• Agentic AI Principles Applied
• The implementation followed proven agentic AI best practices such as:
  • Maintaining strong contextual grounding to ensure accurate and relevant LLM responses
  • Use of historical data and RAG to minimize hallucinations
  • Modular, reusable agent design to enable scalability and consistency
  • Phased migration of Natural Language Understanding (NLU) topics to LLM driven topics to incrementally improve accuracy

Tech Stack

• Platform: ServiceNow
• Modules: IT Service Management, HR Service Delivery, Workplace Service Delivery, Customer Service Management, and Procurement Management
• AI and Automation: ServiceNow Now Assist and agentic AI

Business Benefits

Our solutions led to a range of measurable benefits for the client including:

• 20-25% Faster Resolution across IT, HR, and Customer Service: AI‑driven triage, classification, and guided resolution accelerated incident, case, and change handling while reducing dependency on senior experts for day‑to‑day decision‑making
• 30-35% Improved Accuracy and Service Consistency: Automated categorization, routing, and AI‑assisted change management planning reduced human error, strengthening SLA adherence, governance, and repeatability across enterprise service operations.
• 30-40% Reduction in Manual Effort: A reduction from hours to minutes for IT change management planning, post‑incident reviews, HR case planning, and customer case triage. This freed agents from administrative work and enabled greater focus on high‑value activities
• Up to 30% Higher Agent Productivity with Scalable Operations: Now Assist reduced administrative workload through AI‑generated content and automation, enabling agents to focus on high‑value interactions while absorbing growing service volumes without additional staffing.
• 25% Improvement in End-User Experience: Consistently improved experiences for employees, caregivers, and administrative teams with AI‑driven triaging, faster resolutions, and clearer communications.

Conclusion

By embedding Now Assist and agentic AI within existing ServiceNow workflows, the organization moved beyond experimentation to impactful, production grade AI adoption across enterprise service operations. Through effective organization change management, previously manual and fragmented service operations were transformed into a scalable, intelligent operating model. This transformation accelerated resolution, improved decision quality, and elevated employee and customer experiences. It also provided a strong foundation and roadmap for continued expansion of AI-led intelligent automation across the enterprise.

Ready to unlock enterprise-wide efficiency with AI-powered service transformation?

Contact us at servicenow@ltm.com to know more.