Browse Mergen content

A global insurer deployed GenAI summarization on 1.8M annual claims, summarizing the case timeline at handler login. Average handle time down 41%.

How to scale Now Assist from a 100-user pilot to 10,000 production users — the patterns that work and the anti-patterns that stall most organizations.

A global insurer deployed Now Assist on 2,400 claims-handler workstations. AI-assisted triage routes claims with 91% accuracy; handle time down 33%.

A telecom carrier embedded Now Assist into the NOC workflow — summarizing related-incident chains and suggesting next-best diagnostic actions. Engineer onboarding-to-productive time halved.

A new Austin-based research practice publishing benchmarks, prompt patterns, and grounding strategies for Now Assist deployments in regulated industries.

Quarterly digest from Mergen — Bangalore crossing 1,000 engineers, the launch of our AI research practice, and recap of the Mergen Engineering Summit.

A tier-1 telecom replaced legacy IVR with virtual agents on ServiceNow CSM. Result: 3M deflected calls, 4.8/5 CSAT in 90 days, and $30M annual operational savings.

Most Now Assist deployments stall in pilot. Three production patterns from Mergen rollouts at tier-1 banks, telcos, and health systems.

A recorded 45-minute session walking through three Mergen-led Now Assist deployments — pilot to scale — across BFSI, healthcare, and telecom.

Quarterly digest from Mergen — the latest from our practice leads, customer-success teams, and platform engineering academy.