ServiceNow: AI Saved Australians 10 Million Hours of Hold Time - But Gaps Remain

ServiceNow published research in March 2026 showing that AI tools have collectively shaved 10 million hours off Australian customers' time spent waiting for service. The study found that four in ten Australians now say AI is helping meet their expectations for fast resolution, and 58% have benefited from 24/7 support made possible by automation.

Despite these gains, 51% of Australians remain concerned that AI cannot understand their concerns, and 46% worry it will lead to a loss of human connection. Three-quarters prefer to try self-service before calling a human agent - but when self-service fails, 38% cite poor handoff to a human as their main source of frustration. Only 39% of executives currently rate AI as "moderately important" for improving customer experience, a figure ServiceNow calls a mismatch with consumer expectations.

Nexon Asia Pacific, cited as a case study, deployed ServiceNow to consolidate fragmented tools and now onboards customers 98% faster, achieving a 96% CSAT score and 12% revenue growth.

The hours saved are real, but they mask a handoff problem. Businesses that close the loop between AI triage and human resolution will be best placed to convert efficiency gains into loyalty.