A city's two agents cut IT help-desk costs by 66%
The City of Raleigh, North Carolina, put 'Ral-E' (guides employees and routes tickets) and 'Alli' (resolves common IT requests end to end) into production. Four help-desk staff support 4,400 employees. ServiceNow reports 66% lower costs, nearly half of requests resolved autonomously and 98% of tickets routed correctly.
- Agent or tool
- Ral-E and Alli (ServiceNow AI Specialist)
- Topic
- Customer Support
- Reported on
- News (ServiceNow)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 4 by interest), and one of 1 involving Ral-E and Alli (ServiceNow AI Specialist).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Ral-E and Alli (ServiceNow AI Specialist) or any similar agent and adjust the details to your situation.
An employee has a laptop connectivity problem. Walk them through the fix from our knowledge base, resolve it if you can, and otherwise route it to the right team with a summary of what was tried.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on News (ServiceNow): https://investor.servicenow.com/news/news-details/2026/Raleigh-North-Carolina-r…. Our summary is a paraphrase; details are in the source.
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