TransportationConversational AIGenerative AIAgentic AI
Southeastern Railway cuts case handling time 10.8% with ServiceNow Now Assist for CSM
Southeastern Railway
Southeastern Railway, working with ServiceNow partner UP3, deployed ServiceNow's Now Assist for CSM to automatically summarize customer chats and cases for its Contact Centre Agents. Since 1 April 2025, Southeastern has routed 27,500 chats to live agents; average case handling time fell by 1 minute 30 seconds, a 10.8% reduction, saving approximately 687.5 hours of agent time (85+ full working days). Southeastern's existing ServiceNow Virtual Agent already handled around a third of customer queries, resolving 80% of those autonomously, with each Virtual Agent interaction 825% more cost-effective than a phone call.
