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CASE STUDY

ServiceNow + Azure OpenAI Integration at a Top-30 European Bank

A regulated European bank wired Azure OpenAI into ServiceNow Now Assist for case-summarization while keeping data residency intact.

May 9, 2026 · 2 min read · By admin
At a glance
100% CHANGE
Industry
BFSI
Topics
Azure · Now Intelligence / AI · Servicenow
Published
May 2026
Headline outcome
100% Now Assist live in production…

Measured outcomes

What this programme actually delivered.

100%

Now Assist live in production with 100% EU data residency

3.2 minutes

Case summarization saves agents ~3.2 minutes per case

4

Pattern reused by 4 other regulated subsidiaries

The challenge

The bank wanted Now Assist case-summarization but couldn’t use the default LLM hosting (data residency mandates kept everything in EU + Swiss). Azure OpenAI in EU regions was the approved path. The integration pattern wasn’t standard.

What we built

Now Assist configured to call into Azure OpenAI EU instances via the firm’s API gateway. PII-redaction at the gateway layer. Audit logging on every prompt + response. Eval framework for hallucination + accuracy. Compliance pre-approved each model + prompt template.

Outcomes

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