Revolutionizing Federal Workflows: iTech AG Launches GenAI for Customer Service Management supporting CMS

Yesterday evening, iTech AG achieved a milestone in federal innovation by implementing its first ServiceNow Generative AI (GenAI) integration for Customer Service Management (CSM) at the U.S. Department of Health and Human Services (HHS), specifically within the Centers for Medicare & Medicaid Services (CMS) Center for Clinical Standards and Quality (CCSQ). As a ServiceNow Elite Partner with a Product Line Achievement (PLA) in Customer Service Management (CSM), iTech AG leads the first-ever Federal Civilian go-live of ServiceNow’s Now Assist, enhancing efficiency and customer outcomes.

Now Assist combines generative AI capabilities on the Now Platform, leveraging domain-specific models to enhance productivity and efficiency, improve self-service, recommend actions, provide accurate answers, and make searches more effective. By implementing this capability, iTech AG is transforming customer workflows for HHS by reducing resolution times, improving customer satisfaction, and driving efficiency for mission-critical operations.

“Federal agencies often face challenges in adopting emerging technologies like AI due to complex compliance requirements and integration barriers,” said Laura Stash, Executive Vice President of Solutions Architecture at iTech AG. “This implementation demonstrates iTech AG’s ability to navigate these complexities and deliver measurable outcomes that modernize operations and maximize value for federal missions.”

Addressing Federal Challenges with Innovative AI

GenAI tackles inefficiencies by offloading routine tasks, automating processes, and providing actionable insights. This allows federal teams to focus on strategic initiatives while maintaining compliance and ensuring mission continuity. Below are the specific use cases for GenAI on the Now Platform:

• Enhanced Customer Experiences: AI-powered tools like Now Assist deliver direct and accurate responses, reducing ticket resolution times and boosting satisfaction rates.

Operational Efficiencies: By automating repetitive tasks, agencies save resources, optimize processes, and increase productivity.

• Cost Reduction and Strategic Transformation: Generative AI reduces operational costs by streamlining workflows and automating time-intensive processes. Combined with strategic planning, change management, and data-driven decision-making, these capabilities transform how federal agencies achieve mission objectives.

Driving Measurable Outcomes for HHS

Using Now Assist, iTech AG will enhance HHS’s capabilities, filling gaps in customer experience and providing smoother interactions. The projected results include:

• Reduced Ticket Resolution Times: Resolution times are significantly shortened, freeing up resources to focus on new priorities.

Increased Development Velocity: GenAI optimizes development workflows, enabling faster delivery of new features without increasing team size.

• Proactive Issue Resolution: Predictive analytics provide actionable insights for resolving issues before they escalate.

“Our GenAI implementation is not only addressing immediate needs but also preparing agencies like HHS to leverage data for future innovation,” Jeremy Tipton, Director of Digital Platforms at iTech AG added. “The technology empowers agencies to operate more efficiently, enhance satisfaction scores, and redirecting human talent to different initiatives.”

Explore the Future of GenAI at ServiceNow’s Federal Forum

Join iTech AG at ServiceNow’s Federal Forum on February 12, 2025, in National Harbor, MD, as we showcase how the collaborative efforts of HHS, ServiceNow, and iTech AG transformed customer service workflows. Discover how innovation and teamwork drive improvements in resolution times, streamline operations, and empower federal agencies to achieve mission-critical objectives with measurable results.

See the news here.

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