How a Fintech Leader Transformed Customer Service Productivity with Agentic AI
A global leader in branded payments and digital commerce engaged Work4Flow to modernize customer service operations using Agentic AI. Their mandate was clear: help agents work faster, automate repetitive investigation tasks, and introduce AI that is low risk, scalable, and aligned to their CSM processes.
Work4Flow partnered with the organization to deploy Agentic AI – Tech Assist capabilities within ServiceNow Customer Service Management (CSM), supported by the AI Onboarding Hub to ensure data readiness and eliminate drift across complex payment investigation workflows.
Outcomes
- Improved agent productivity through Agentic AI for CSM
- Automated repetitive investigation tasks in customer service workflows
- Scalable, governed AI adoption aligned to branded payments operations
- Real-time telemetry and execution monitoring via Agentic AI observability
Published December 12, 2025