Case Study

Bell Canada

Streamlining Customer Service
Management with Generative AI

Bell Canada’s Now Assist for CSM Implementation

Three people in a meeting listening closely to each other.

Using Now Assist for CSM, Ateko streamlined Bell’s customer support workflows. Generative AI capabilities such as case summarization, resolution notes generation, and language prediction, empowered customer service agents to understand and resolve cases faster.

The Challenge

Increase workforce productivity.

Bell’s agents aimed to resolve cases quickly but were hindered by the manual triage process and the time needed to analyze complex customer issues and interaction history.

Additionally, the pressure to close cases rapidly often resulted in lower-quality resolution notes that were unsuitable for knowledge base articles. 

Strategic Goals

Driven by a vision of exceptional customer service, Bell recognized that out-of-the-box AI solutions were available but required configuration and integration to make them work within their environment. For instance, incorporating call transcripts into case summaries necessitated an integration between their Contact Center (CCaaS) and ServiceNow CSM.

The Solution: Gen AI-powered Customer Service

By partnering with Ateko, Bell Canada successfully implemented Now Assist for CSM, unlocking capabilities like case summary generation, resolution notes generation, and task intelligence case language prediction. According to ServiceNow, this makes Bell the first telecom in North America, and the third telecom globally to deploy this solution in production.

An icon representing a clock.

Meaningful Outcomes

During the production pilot, 36 customer service agents used the Now Assist for CSM capabilities 687 times in a single month (19 times per user per month). The results exceeded expectations: agents saved 5–10 minutes per case and reported 90% positive feedback.

This implementation was a win for the company, its workforce, and its customers.

  • Increased Productivity: Empowered agents to work more efficiently.
  • Objectives Achieved: Helped agents meet or exceed case resolution targets.
  • Customer Satisfaction: Resolved support cases faster, leading to happier customers.

Looking ahead to 2026, Bell plans to scale these capabilities to over 500 agents and expand the capabilities to include knowledge article generation and task intelligence field prediction.

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