Case Study

AI-Powered Marketing Request Assistant

ServiceNow application simplifying marketing intake through AI-guided form completion, automated data pre-filling, and real-time request tracking to improve submission quality and accelerate campaign delivery.

Business Challenge

• No automated pre-filling — repetitive manual entry, inconsistent data
• No visibility into request status, owner, or milestones post-submission
• Needed AI guidance for accurate, efficient request completion
• Required System of Master Data (SOM) integration without breaking data integrity or architecture standards
• Needed automated project/task creation to speed up campaign delivery

The objective was to:

• Simplify intake by cutting manual effort on complex forms
• Build an AI Request Assistant on Now Assist + Virtual Agent for real-time, field-level guidance
• Automate data pre-filling via SOM integration
• Auto-generate marketing projects and tasks on submission
• Add a self-service portal widget for status, owner, and milestone visibility
• Keep data integrity and architecture compliance intact while speeding delivery

Solution

• AI Request Assistant on Now Assist + Virtual Agent, guiding users through intake forms
• Side-by-side field-level guidance powered by a dedicated Knowledge Base
• Agentic workflows for intent recognition and context-based recommendations
• SOM integration for automated field pre-filling and input optimization
• Auto-creation of Project and Task records in ServiceNow on submission
• Self-service portal widget for real-time request/milestone tracking
• Built to enterprise architecture standards for accuracy and compliance

Key capabilities include:

• Now Assist + Virtual Agent-based AI Request Assistant
• Agentic workflows: intent recognition, Knowledge Base-driven recommendations
• SOM integration for automated data pre-filling
• Auto-generated Project/Task records on request submission
• Self-service portal widget for status and milestone tracking

Business Impact & Value

Operational Impact

• Less manual effort via AI-assisted completion and auto pre-filling
• Simplified intake on ~50-field forms
• Better data accuracy via SOM integration
• Faster project initiation via automated Project/Task creation
• Real-time visibility into status, owner, and milestones
• Scalable base for future AI-driven ServiceNow workflow automation

End-User Impact

• AI-guided intake, less manual data entry
• Knowledge Base-driven, context-aware form completion
• Easier navigation of complex request forms
• Real-time status, owner, and milestone visibility
• Fewer manual follow-ups via self-service tracking
• Smoother collaboration between marketing teams and stakeholders

Summary

Teiva Systems built an AI-powered Marketing Request Assistant on ServiceNow for the customer, combining Now Assist, Virtual Agent, SOM-driven pre-filling, and agentic workflows to simplify complex intake forms and improve data accuracy. A self-service portal adds real-time request tracking, while automated Project/Task creation speeds up marketing operations — a scalable base for further AI-driven workflow automation.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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