CANCOM's Now Assist-Based CANCOM Assistant Deflects Up to 80% of Internal Support Tickets

CANCOM, a Munich-based digital solutions provider operating in about 80 locations across the DACH region and central Europe, deflects up to 80% of its internal support tickets through CANCOM Assistant, an assistant built on ServiceNow's Now Assist generative AI, according to a ServiceNow customer story. Adoption doubled within a year of launch. "We deflect up to 80% of our tickets via the CANCOM Assistant through all our departments including IT, HR, finance, the supply chain—plus common questions about our portfolio for sales and services," said CIO Ulrich Mayr. CANCOM, a ServiceNow customer since 2018, had data spread across ERP, CRM and SharePoint with little integration. It uses ServiceNow Technology Provider Service Management as an experience layer connecting employees and customers with its other systems, and follows a customer-zero approach: it adopts new technology internally first and then sells it to customers. CANCOM Assistant uses large language models to interpret questions, gather information from several sources and return concise answers. It started as an HR-only assistant and grew organically to cover all business units. Within days of launch its analytics showed what employees were asking, and the team used that to tune answers drawing on the ServiceNow knowledge base, SharePoint and other data sources, working in rapid feedback cycles. Employees and customers reach it through the ServiceNow portal or Microsoft Teams and Slack integrations. CANCOM now offers the assistant to customers for IT service management requests, letting them connect their own corporate knowledge, and to its customers' customers. "The AI agent has to run on an efficient and secure infrastructure," said CEO Rüdiger Rath, who sees security and governance as a service CANCOM can provide. CANCOM plans to extend agentic AI across its own processes and customer offerings in phases.