From ticket archive to automation roadmap
A European manufacturing group used nara to analyze 33,674 ServiceNow incidents from six years of operations and derive a prioritized roadmap for support automation.
What the analysis found
nara synced the customer's tickets, comments, and attachments, extracted their content, and grouped them by pattern.
33,674 tickets analyzed
Six years of ServiceNow incidents including 194,000 comments and 33,700 attachments.
51 use cases identified
The top ten account for 48 percent of total ticket volume.
1.24 days median resolution time
Even routine cases waited: roughly one in five tickets was reassigned two or more times.
20 knowledge articles drafted
A gap analysis compared 85 existing articles against real ticket demand; nara generated drafts for the biggest gaps.
From analysis to execution
The analysis showed where automation pays off first: password resets with a median runtime of one and a half hours, SAP access and permissions, joiners and leavers, and directory rights approvals. Exactly these patterns are now being implemented as controlled agent flows: with knowledge access, tool execution, and clean documentation in the ticket.
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