Wavenet is investing GBP 7.4 million in AI-driven customer service capabilities under a three-year agreement with ServiceNow. The UK managed services provider, which now supports more than 22,000 organisations, doubled its turnover over the past year while maintaining a 92 percent customer satisfaction score.
The investment targets the technology backbone of Wavenet's support operations. Its teams handled more than 450,000 cases and 165,000 calls during the period. The company will deploy ServiceNow's platform to automate workflows and give agents faster access to information-shifting AI for customer support from pilot experiments to operational reality at scale.
What the deal covers
The three-year agreement focuses on embedding artificial intelligence into the service management layer. Wavenet has not disclosed which specific ServiceNow modules it will use, but the platform typically includes virtual agents, case routing, and predictive analytics. The company said the investment is designed to help support teams resolve issues more quickly as the customer base grows.
The support operation behind the numbers
Wavenet's recent growth puts pressure on its service desk. Doubling turnover while keeping satisfaction at 92 percent signals a team already operating efficiently. Adding AI aims to preserve that score as case volumes rise. The 450,000 cases handled last year-alongside 165,000 calls-mean even small time savings per interaction can compound into significant resource gains.
Why this matters for customer support professionals
When a provider of Wavenet's size commits GBP 7.4 million to AI for support, it signals that automation is moving beyond chatbots and into core service delivery. For support professionals, the shift means less time spent on repetitive triage and more focus on complex problem-solving. The tools being deployed will likely change daily workflows, so familiarity with platforms like ServiceNow becomes a practical career skill-not a distant trend.
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