Wavenet has announced a major investment in AI-enabled customer service technologies as it continues to scale operations following significant customer growth across the business.
Over the past 12 months, Wavenet's support teams have handled more than 450,000 support cases and over 165,000 customer phone calls, reflecting both the growth of the business and the increasing demand for fast, high-quality support across increasingly complex technology environments.
Following a period of significant expansion, Wavenet now supports more than 22,000 organisations across the UK. In the last year alone, the business doubled turnover while maintaining a customer satisfaction score of 92%, highlighting the importance of investing in scalable service capabilities.
To support this growth while maintaining the service standards customers expect, Wavenet has signed a new three-year, £7.4 million agreement with ServiceNow, underpinning a major programme of investment in AI-powered service management capabilities.
The investment includes the rollout this month of ServiceNow's Agentic AI capabilities, Now Assist, which will support faster and more intelligent customer support through automated fault triage, case summarisation and improved case management.
The new capabilities are designed to reduce delays caused by cases moving between teams, provide engineers with better visibility of previous customer interactions and accelerate issue resolution times.
Alongside this, a new AI-enabled contact centre platform powered by Zoom is bringing advanced call transcription, sentiment analysis and intelligent call routing to customer interactions. Initially, the platform will support customer experience teams and Wavenet's 24/7 technical helpdesk operations across the UK and South Africa.
The business is also simplifying its monitoring estate and enhancing endpoint management capabilities to give customers greater visibility, faster patching and stronger protection against emerging threats.
As these platforms integrate more closely with ServiceNow, Wavenet expects AI-enabled capabilities to expand across additional services over time, further improving operational efficiency and customer outcomes.
Antony Black, Chief Revenue Officer for Wavenet, comments: “As our business has grown, we've never removed our focus on delivering exceptional service to our customers. Handling almost half a million support cases a year means we have to continue evolving how we operate and investing ahead of demand.
"This investment is about using AI in the right way. By leveraging AI-powered service management and customer experience technologies, we can reduce the administrative burden on our teams and help customers get the support they need more rapidly. The result will be a smarter, more proactive support model that will continue to scale alongside our customers' ambitions."
The investment forms part of Wavenet's wider strategy to enhance customer experience, improve resolution times and provide more proactive support. It comes as organisations increasingly rely on managed service providers to support critical technology infrastructure and deliver operational resilience.