City of Raleigh . Public sector
Alli, L1 IT service desk AI specialist
Production
Pilot
Production
Scaled
Killed
the city put 'Alli,' its L1 IT Service Desk AI Specialist, into production.From the source, 2026-10-08
What happened
The City of Raleigh, North Carolina, has a four-person help desk supporting 4,400 city employees. It first built Ral-E, a ServiceNow AI agent that guides employees and routes requests, then put Alli, an L1 IT Service Desk AI Specialist, into production to resolve common requests from start to finish under staff oversight. ServiceNow's October 2026 press release says nearly half of IT support requests are now resolved autonomously and IT service desk costs fell 66%. This is a vendor press release.
Sources
- Company
- City of Raleigh
- Industry
- Public sector
- Vendor / platform
- ServiceNow
- Type
- Employee assistant
- Status
- Production
- Evidence date
- 2026-10-08
- Source
- https://newsroom.servicenow.com/press-releases/details/2026/Raleigh-North-Carolina-reduces-IT-service-desk-costs-by-66-with-ServiceNow-AI-agents/default.aspx
- Notes
- Vendor press release.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.