Short answer
ServiceNow's Autonomous Workforce puts AI agents on the first line of employee support. ServiceNow says it handles more than 90% of its own employee IT requests (Feb 26, 2026). For a center's L1 desk, the question isn't whether volume falls, but how fast, by which intents, and where your people and your partner contract go next.
Last reviewed Nov 2, 2026
Read the number carefully
That figure is vendor-reported, on ServiceNow's own request mix. Ask for the unit, the period and the exclusions. Your result depends on your intents, knowledge and channels.
What changes on the desk
| Today | Next |
|---|---|
| L1 answers and routes | Agents answer; people take exceptions with context |
| Volume sets headcount | Intents and quality set headcount |
| Partner paid per ticket | Partner paid for outcomes or a defined scope |
Plan the people side first
Employees may route around a channel they don't trust; in a Gartner survey reported by CNBC (Dec 1, 2024), fewer than 10% chose chatbot support as their most preferred option. Keep a fast path to a person. Move L1 staff into knowledge, fulfillment and agent supervision before the volume drops, not after.
Where to start
Measure by intent with a Deflection Sprint, and model the effect with the money map estimator.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.