Automate ServiceNow ITSM Resolutions and Ticket Follow-Ups with Thunai

Tired of EASY ServiceNow tickets taking days to be solved?

These issues are simple and won’t take more than 2 mins to solve…but it takes several hours or days.

To add to this! Customers want instant fixes. However, luckily with AI this is actually possible..

Using AI agents you can automate this on ServiceNow using past tickets and previously reported customer issues INSTANTLY.

Here’s how Thunai helps with just that…

How AI Agents for ServiceNow ITSM Work

Outdated AI chatbots trap users in loops and force them to repeat details without fixing anything. 

However, Agentic AI workflows fix the problem automatically without manual intervention.

Meaning, you stop forcing valuable customers to wait days just to reset passwords, change plans or request hardware.

The agent guides them through complex network fixes or account unlocks immediately.

1. Resolve Incidents (Tier 0): Users panic when systems go dark. The AI handles calls and checks server logs to find the error. It fixes the root cause instantly so no one waits for a human technician.
   
2. Answer Queries via Thunai Brain: Information often gets lost in PDFs or old Slack messages. The AI reads this scattered data to answer technical questions that official manuals miss.
   
3. Automate Ticket Resolution and Follow Ups: Tickets usually sit stale after a call ends. Thunai AI agents join meetings, calls and go over conversations transcripts  to create action items directly into ServiceNow to keep the record current and trigger the next step.

How Thunai AI Agents Can Help You Improve ITSM Support

• Step 1 - Upload Knowledge to Thunai Brain: Open the Thunai Brain module. Instead of organizing data manually, simply upload your raw technical PDFs, troubleshooting videos, and link your Slack channels. Thunai automatically prepares this data for ServiceNow.
  
• Step 2 - Connect Apps via MCP: Go to the MCP section and select the ServiceNow connector. This links your support software, allowing the AI to access your ticketing platform and other tools like your CCaaS (like Genesys or NiceCX), Jira or Microsoft Teams.
  
• Step 3 - Define Role and Voice: Create a new agent and select Thunai Common Agent. Name it (e.g., "IT Support") and set a simple prompt like "You are a helpful IT tech who verifies user identity," to guide its behavior and tone.
  
• Step 4 - Automate Pre-Triage: Configure the agent to screen inquiries on chat, email and call via your CCaaS. When a user says "my computer is slow," the agent uses your uploaded documents to ask clarifying questions and resolve the issue with an immediate fix.
  
• Step 5 - Fetch Data from Previous Tickets and Apps: If the answer isn't in your uploaded documents, the agent automatically searches your connected apps. It scans past ServiceNow tickets or Jira logs to see how similar issues were resolved historically and applies that solution.
  
• Step 6 - Deploy Everywhere Use the Thunai Omni module to add the agent to your phone lines, chat, and email. This ensures users get instant, natural voice or text responses on whatever channel they prefer.

Using Thunai AI agents to Automate ServiceNow ITSM Resolutions and Ticket Follow-Ups

1. Solving Data Rigidity With Thunai Brain

Separate data stores slow down fixes and your agents using ServiceNow can often waste time looking for files. Thunai Brain reads through all your files. The Brain sets up one source of truth.

• Universal Ingestion: Thunai reads manuals and SharePoint files, call recordings from your CCaaS providers and Zoom recordings to build up a dynamic Knowledge Graph.
  
• Active Contradiction Resolution: The Brain picks out conflicts unlike a static KB. The system checks if a website policy goes against a PDF. The tool points out these issues so the AI sticks to verified truth.
  
• Live Learning: The Brain updates in real time when you put up a new policy in Slack. You do not need to write out articles by hand.
  

2. Faster and More Accurate Omnichannel Resolution With Thunai Omni

Voice bots based on text wrappers fail in busy service desks. Customers hate waiting. Thunai Omni hands out real time voice and chat help.

1. Native Voice Intelligence: Thunai manages voice natively. The system allows for Barge In. The user can cut in on the AI naturally.
   
2. Sentiment-Driven Escalation: The system looks into feelings. Thunai calls in a manager if a customer sounds angry. This action leads to preventing bad service and escalations.
   
3. Intelligent Pre-Triage: Thunai asks around before the ticket exists. The agent finds out if a slow computer has network issues. The tool fills up the ServiceNow ticket with correct data.
   

3.  Intelligent Pre-Triage and Automated Ticket Resolution

Customers often submit vague tickets like "My internet is broken" or "I can't login," forcing Level 1 agents to waste time chasing down details. Using passive email forms often results in back-and-forth delays.

• Using a Thunai AI Agent speeds up resolution by clarifying intent before the ticket is even created.
• Thunai AI agents proactively chat with the user to ask diagnostic questions: "Is it a specific application or total network loss?" or "Have you tried restarting the router?".
• Because of this, the ticket that eventually lands in your ServiceNow queue is pre-triaged. It arrives fully populated with the correct Category, Priority, and Configuration Item (CI) data.
• By doing this, AI agents for ITSM lower the administrative burden on your staff and ensure automated routing rules work effectively.

4. Managing High-Volume Voice Support

For urgent IT issues, users still prefer to pick up the phone. However, staffing a 24/7 service desk is cost-prohibitive. 

Thunai’s Voice Agents act as the first line of defense, capable of handling complex, non-linear conversations.

Unlike standard IVR systems that force users to "Press 1 for Sales," Thunai agents understand natural language. 

In a documented use case, agents were able to differentiate between routine requests and urgent emergencies (like a vet checkup vs. grooming), routing them appropriately.

This helps in:

• Lowering the abandonment rate by providing instant answers.
• Identifying the exact user intent through active listening and sentiment analysis.
• Executing tasks like password resets or unlocking accounts directly over the phone without human aid.

5. The Meeting Assistant for Incident Follow-Ups

Complex incidents (P1/P2) often require "War Room" meetings or troubleshooting calls. Thunai Meeting Assistant joins these calls as an active participant.

Thunai transcribes the conversation in real-time, separating speakers and highlighting technical details.

• More importantly, it acts as a Co-Pilot, pulling live answers from your "Brain" (technical docs) to help the engineers solve the problem faster.
• Once the call ends, Thunai generates a summary and action items, then uses its API connection to update the ServiceNow incident record automatically.
• This ensures your audit trail is perfect without engineers having to manually copy-paste notes.
  

Improve Customer Experiences on Service Now with Instant Resolutions Using Thunai

You do not need to stop using ServiceNow! It is actually a very good software for maintaining a rigorous System of Record and ensuring ITIL compliance.

That said, relying solely on its native tools for customer engagement can create bottlenecks due to high costs and rigid data requirements. 

Which is why an agentic AI layer like Thunai creates agility for conversation and solves issues even looking at past tickets and customer conversations.

Moreover thunai let’s you automate this across all channels via:

• Thunai Omni: Which handles support across voice, chat, and email using human-like AI voice agents allowing agent barge-in when the customer begins to get frustrated.
  
• Thunai Brain: That ingests unstructured files like documents and videos to provide instant answers without needing the structured knowledge articles typically required by software like ServiceNow.
  
• Thunai MCP: Which allows you to connect with almost all tools to fetch past context and automate ticket, CRM and helpdesk software updates.
  Ready to fix your Service Desk? See how Thunai can improve ServiceNow today!

FAQs about Automating Support on ServiceNow with Thunai

How does Thunai connect to ServiceNow?

Thunai connects via its own custom Multi-Connect Protocol (MCP) layer. This allows for a true two-way flow of information. Thunai reads ticket history and user context from ServiceNow to inform its responses, and it can write data back to update incident records, create new tickets, and log call transcripts in real-time.

Do I need to clean my CMDB before using Thunai?

No. While ServiceNow’s native AI typically calls for a pristine, structured CMDB to function correctly, Thunai Brain is designed to ingest and understand "messy," unstructured data. It pulls from PDFs, docs, and logs, sorting out conflicts on its own so you can start automating support workflows fast without a massive data remediation project.

Can Thunai handle voice calls or just chat?

Thunai automates calls, chat, and emails natively. Unlike basic text-to-speech bots, Thunai’s Voice Agents listen and understand in real-time with sub-second latency. They support features like active listening and barge-in (allowing users to interrupt naturally), ensuring a fluid conversation that resolves customer issues intelligently based on past use cases.