ServiceNow says Thrive reached 73% first-contact resolution and saved 21,000 hours with AI
ServiceNow said on 22 October 2026 that managed services provider Thrive routes 315,000 tasks every six months with AI, saving 21,000 hours of manual work.
By Emre AlemdarPublished
Tech AI LatestServiceNow published a customer release on 22 October 2026 about Thrive, a managed services provider for small and mid-sized businesses. Thrive runs support on ServiceNow Technology Provider Service Management with AI agents. The release reports a 73% first-contact resolution rate, a 63% cut in time to resolution, 99.2% customer satisfaction, and more than 315,000 tasks routed every six months, saving 21,000 hours of manual work. Costs and the measurement period are not stated.
Key facts
- Announced: 22 October 2026 (ServiceNow newsroom)
- Volume: more than 315,000 tasks routed every six months with AI automation, saving 21,000 hours of manual work
- Resolution: 73% first-contact resolution; 63% lower time to resolution; connection time cut from six minutes to under one minute
- Engineers: 92,000+ automated assists, including 88,000 resolution notes, returning an estimated 14,500+ hours; 74% adoption across 1,000+ fulfillers
- Satisfaction: 99.2% customer satisfaction
- Cost, baseline rates and measurement period: not stated in the announcement
What ServiceNow and Thrive reported
ServiceNow announced on 22 October 2026 that Thrive, a managed services provider to small and mid-sized businesses, has moved its customer support from reactive incident response to AI-driven resolution. Thrive built its NextGen Platform on the ServiceNow AI Platform using Technology Provider Service Management, which ServiceNow describes as its service CRM for technology providers. It then deployed AI agents to handle work autonomously.
According to the release, Thrive now routes more than 315,000 tasks every six months using AI automation and saves 21,000 hours of manual work. It reports a 73% first-contact resolution rate, a 63% reduction in time to resolution, and 99.2% customer satisfaction. AI-powered assignment sorts, routes and investigates incoming tickets, which the release says cut connection time from six minutes to less than one minute.
What changed for Thrive's engineers
Routine requests such as password resets run through automated workflows, and generative AI case summaries let engineers go straight to a fix. ServiceNow says its AI has generated more than 92,000 automated assists, including 88,000 resolution notes, giving back an estimated 14,500 hours of engineering capacity. Adoption stands at 74% across more than 1,000 provisioned fulfillers.
Thrive's latest NextGen 3.0 platform also uses ServiceNow Digital End-user Experience with TeamViewer remote connectivity, so engineers can see device health and fix issues remotely, the release says, rather than waiting for a ticket to come in. Scott Steele, Thrive's chief operating officer, is quoted saying the company aims to use automation as much as it can. Romit Ghose, vice president and general manager for technology, media and telecom industry products at ServiceNow, is quoted on the 14,500 engineer hours.
Why it matters
A managed services provider grows by adding clients without adding engineers at the same rate, which is the problem Thrive says it set out to solve. The Thrive numbers are among the more detailed agent results a vendor has published, with volume, time saved and adoption in one place. They still come from a vendor release. The release does not give the first-contact resolution rate or satisfaction score before the change, the period over which they were measured, or the cost of the deployment. The 21,000 hours and the 14,500 engineer hours may overlap, and the release does not say how they relate. More case studies are collected under AI Automation.
What to watch next
Thrive's NextGen 3.0 platform is newly released, so later figures should show whether the proactive device monitoring reduces ticket volume further. For buyers, the useful comparison is with other service desks that publish baselines alongside their AI results.
What changed
| Before | Thrive handled support through traditional ticketing workflows, with handoffs between teams and about six minutes to connect a ticket to the right person |
|---|---|
| After | AI routing, agents and automated workflows handle more than 315,000 tasks every six months, with 73% first-contact resolution and under one minute to connect |
| Who it affects | Thrive's support engineers and its small and mid-sized business clients; managed services providers evaluating ServiceNow TPSM |
Questions people ask
- What results did Thrive report with ServiceNow AI?
- A 73% first-contact resolution rate, a 63% reduction in time to resolution, 99.2% customer satisfaction, and 21,000 hours of manual work saved while routing more than 315,000 tasks every six months.
- Which ServiceNow product does Thrive use?
- Technology Provider Service Management on the ServiceNow AI Platform, plus AI agents and, in NextGen 3.0, ServiceNow Digital End-user Experience.
- How much did Thrive's deployment cost?
- Cost is not stated in the announcement.
Sources
- Thrive scales customer experience with ServiceNow AI, achieving 73% first-contact resolution (ServiceNow, 22 Oct 2026)
Reference pages
- ServiceNow company
Spotted an error? See the corrections policy and tell the editor. Facts in this story come from the sources listed above; vendor claims are attributed.
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