Managed service provider Wavenet has announced a £7.4 million investment in AI-enabled customer service technologies.
The investment is anchored by a new three-year agreement with ServiceNow, which will see Wavenet integrate Now Assist—ServiceNow’s suite of Agentic AI capabilities.
The rollout, which begins this month, aims to streamline support through automated fault triage, case summarization, and enhanced case management. By leveraging these tools, the company intends to minimize delays caused by inter-departmental transfers and provide engineers with a more comprehensive view of historical customer interactions.
The move comes as Wavenet scales its operations to support more than 22,000 organizations across the UK. Over the past year, the company’s support teams managed over 450,000 cases and 165,000 phone calls. While the business doubled its turnover during this period, the increasing complexity of modern technology environments has necessitated a more scalable approach to service delivery.
In addition to the ServiceNow partnership, Wavenet is deploying a new AI-enabled contact center platform powered by Zoom. The platform introduces advanced features including real-time call transcription, sentiment analysis, and intelligent routing. These capabilities will initially support Wavenet’s customer experience teams and 24/7 technical helpdesks across its UK and South African hubs.
“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 digital overhaul also includes a simplification of Wavenet’s monitoring estate and enhanced endpoint management. These updates are designed to provide faster patching and improved visibility into emerging security threats. As these platforms become more deeply integrated with ServiceNow, Wavenet expects to expand its AI capabilities across further service lines to drive long-term operational efficiency.
Wavenet’s £7.4 million commitment reflects a broader trend within the CX industry: the shift from reactive troubleshooting to Agentic AI and proactive service recovery. By combining ServiceNow’s workflow automation with Zoom’s sentiment-aware contact center tools, Wavenet is addressing a pain point in the B2B sector—the information gap that occurs when a customer moves between a helpdesk and a technical engineer.
