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Introduction

AI is transforming how businesses operate and innovate, unlocking opportunities across industries to pioneer new business models, solve previously intractable challenges, and create breakthrough experiences. ServiceNow is at the forefront, deploying powerful, confidential AI agents leveraging confidential computing. Their sales commission help desk faced mounting challenges, managing sensitive compensation data across their 6,000+ sales force. With thousands of commission inquiries annually requiring access to sensitive data, the help desk needed a solution to accelerate response times while maintaining strict data privacy and security standards.

Challenge

ServiceNow Digital Technology leverages cutting-edge AI to streamline business operations, increase operational efficacy, and enhance employee experiences. Their 70-person sales commission help desk handles complex inquiries requiring aggregation and analysis of sensitive data from multiple systems. The manual process of gathering, anonymizing, and analyzing sensitive employee data, sales quotas, customer licensing, and commission structures created bottlenecks, with resolution times stretching to days for complex cases. Data privacy concerns from multiple stakeholders added complexity to the approval process.

Solution

To address their commission management challenges, ServiceNow’s Digital Technology team partnered with Opaque Systems and Azure confidential computing team to implement Confidential AI Agents that enable secure, autonomous AI systems with cryptographic privacy guarantees and auditability. The solution provides their help desk team with instantaneous access to encrypted commission data across multiple systems, while AI agents automatically analyze and generate responses. By integrating securely with various data sources, the system maintains strict privacy controls and compliance while delivering rapid, trusted insights.

Every action taken by the AI agents is cryptographically verified, creating an immutable record of data access and usage. This generates detailed audit trails that ensure compliance and strengthen governance protocols. Through hardware-based encryption powered by Azure confidential VMs with NVIDIA H100 Tensor Core GPUs for accelerated computing, ServiceNow can now harness the full power of AI technology without compromising on capabilities. Opaque’s Confidential AI platform on Azure confidential VM with NVIDIA H100 Tensor Core GPUs unlocks new performance potential of AI models that demand high-performing computational resources for all the commission requests, while maintaining robust protection of compensation data, setting a new standard for secure, efficient commission management.

Results

Opaque’s Confidential AI Agents architecture was uniquely built with Azure confidential VMs with NVIDIA H100 Tensor Core GPUs to enable ServiceNow’s transformation. Once AI agents are connected to sensitive data, every aspect of agent operation maintains verifiable privacy and security, including real-time attestation that verifies agent authenticity and integrity, comprehensive audit trails of all agent actions and data interactions, cryptographic enforcement of data access and usage policies, and protection of valuable agent models and intellectual property. This combination of autonomous capability and verifiable privacy and security makes it ideal for ServiceNow to leverage sensitive sales commission data while maintaining the highest standards of privacy and trust.

The implementation of Opaque’s Confidential AI Agents has delivered remarkable results across ServiceNow’s sales operations. Help desk productivity surged by 41%, while average response times plummeted from 4 days to just 8 seconds, dramatically improving service delivery. Sellers can find quick summaries of Sales Success Center material and links to learn more. They also reported a 94% accuracy rate of agent responses, demonstrating both high relevancy and high seller satisfaction. Within the first two months, seller satisfaction jumped by 37%, reflecting the enhanced quality and speed of support. Beyond these operational improvements, ServiceNow realized a 56% reduction in operating costs while simultaneously strengthening their security posture through confidential computing. Most importantly, this transformation has freed up the help desk team to focus on strategic, high-value work while delivering faster, more accurate support to the sales force, creating a virtuous cycle of improved efficiency and satisfaction.

Learn more

• Azure confidential VMs with NVIDIA H100 Tensor Core GPUs


• Azure confidential GPU Options