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HR and IT teams spent time routing and summarizing instead of resolving, while employee experience remained fragmented across systems. AI capabilities existed but lacked a structured model for governance, prioritization, and enterprise-scale adoption.
Deployed FlightPath.AI and Value Intelligence to define and prioritize high-impact use cases and establish an investable AI roadmap. Implemented agentic workflows for HR operations, IT helpdesk automation, and knowledge management, with orchestration and governance enabled through NewRocket Intelligence.
Key Takeaway: A structured value realization and governance framework enables organizations to prioritize high-impact AI use cases, manage risk, and scale deployment across departments while maintaining enterprise controls.
IT and HR teams needed to efficiently triage cases, generate resolution plans, measure agent performance, and categorize requests at scale, while ensuring any GenAI deployment met enterprise security, legal, and governance requirements.
Enabled Now Assist capabilities and agentic workflows within ServiceNow, supporting IT and HR operations with case summarization, categorization, and resolution planning. Delivered agent configuration, workflow testing, and hands-on enablement to support adoption of knowledge automation and AI-driven processes.
Key Takeaway: Pre-configured AI capabilities combined with embedded governance and structured enablement accelerate time-to-production while maintaining enterprise compliance, oversight, and adoption readiness.
Knowledge creation, refinement, and governance required significant manual effort. Teams needed to automate the generation of knowledge base articles from individual cases while maintaining quality, consistency, and oversight.
Deployed a knowledge management agent into production to generate knowledge base articles from individual cases. Implemented quality assurance workflows and governance controls to review, approve, and manage AI-generated content, with expansion planned into IT helpdesk automation.
Key Takeaway: Automated knowledge creation combined with governance and quality controls reduces manual effort while improving content consistency, scalability, and accessibility across support operations.
Manual incident and chat summarization consumed significant effort, limiting agent efficiency and consistency. Support teams required structured context at first touch while maintaining enterprise risk, compliance, and governance standards.
Implemented governed AI capabilities within ServiceNow to enhance ITSM operations. Enabled knowledge automation and agent assist capabilities to provide structured context, real-time summarization, and improved decision support for service agents.
Key Takeaway: Intelligent automation within regulated environments can improve efficiency and agent effectiveness while maintaining enterprise governance, compliance, and risk controls.
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