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AI

ServiceNow AI, configured in CRM. From customer service to field operations - and beyond.

Two Sides of Using AI

AI is on everyone's lips and in wide use. We work with it intensively too - in two dimensions.

How We Work With It

In our own day-to-day, AI tools run across all kinds of processes - sometimes intensively, sometimes lightly. Whether they take routine work off our hands, prepare specific tasks, or serve as a critical sparring partner. Along the way we learn and discard: where the use adds real value, and where we are better off staying cautiously optimistic.

How We Deploy AI for Clients

The AI-based tools ServiceNow provides are manifold and can support different areas to varying degrees. We have already delivered several AI implementations.

AI in Practice

AI projects we have delivered - for clients and in our own work.

AI CSM

Case Triage Automation

Specialized AI agents investigate cases straight from the active context: validating case data, spotting duplicates, analyzing similar cases, and recommending resolutions. Every resolved case becomes reusable knowledge. Workflow automation turns into a self-learning service ecosystem.

AI CSM FSM

Agentic AI for Dealer & Field Operations

Collaborating AI agents condense interactions, service histories, and field reports into summaries, surface patterns across locations and entities, and recommend targeted actions - accessible in natural language, instead of through report-building and system switching.

AI Work

AI in Everyday Consulting

AI pointed at the actual consulting work: solution architecture, project planning, ServiceNow capability mapping. Grounded in curated product documentation rather than training knowledge, with anonymized source material. A solution package that used to take a week now fits into a single working day - the decisions stay with the consultant.

Understand Before Automating

An agent running on a messy process just automates the mess. Before AI takes anything over, we clarify what the process is actually meant to achieve and which data it needs. The Readiness Check applies here too - perhaps here most of all.

The Platform Standard Carries Far

ServiceNow brings AI out of the box: Agentic Workflows, AI agents, Predictive Intelligence, Knowledge Intelligence. We configure this standard where it fits, and build only where a concrete process calls for it. What the platform ships in its next release, we don't rebuild.

Senior Judgment Decides

The AI drafts, the human decides. Every module choice, every scope question, every recommendation to the client stays with someone who can carry the consequences. AI speeds up the work - it doesn't replace the judgment.

Data Discipline Is Non-Negotiable

ISO 27001 is part of our DNA, and that includes how we handle AI tools. What goes into a context, what an agent is allowed to see, where client data is anonymized - that is not optional, it is a precondition. Human-centered AI governance means the human stays in control of what the system does.

Both sides belong together. What we learn about AI in our own day-to-day - where it holds up, where caution is wiser - feeds into what we build for clients. And what we see at clients sharpens how we work ourselves.

The common denominator stays the same: AI sits inside the process that is already running, not as an island beside it. It takes the routes off your hands, not the direction - the decision stays with the human.