How ServiceNow Cut Commission Inquiry Times from Days to Seconds with OPAQUE’s Confidential AI Platform
ServiceNow’s sales commission help desk handled thousands of sensitive queries every year, but slow response times and strict privacy requirements made it hard to keep up.
By working with OPAQUE, ServiceNow used confidential agentic AI on Azure to give the team quick, secure access to encrypted commission data. Now, responses that used to take four days arrive in eight seconds. The team saves time, protects private information, and reduces costs—all while giving the sales force better support.
The Old Process: Slowdowns, Silos, and Lost Time
ServiceNow’s sales commission help desk was buried in emails each week, with sales reps needing quick answers to questions about their pay—how much they’d earned, why a commission looked off, or what a policy actually meant. Staff went between systems hunting for the right data, then double-checked every detail for privacy and accuracy. Each extra step added more time to the process.
Sensitive information moved between hands, and every extra step slowed things down. A single request could get stuck for days. The help desk’s workload kept rising, but the pace never caught up. For the sales team, waiting was the norm. For the help desk, there was never enough time to get ahead.
For more background on these challenges, see the original Microsoft blog post.
Raising the Bar on Data Privacy
ServiceNow teamed up with OPAQUE to build a better way. Together, we launched Confidential AI Agents on Azure confidential computing, using NVIDIA H100 GPUs for the heavy lifting. Now, when a sales commission question comes in, an AI agent securely connects to all the needed data sources—commission records, policy documents, quota files—without exposing sensitive details.
Data stays encrypted the whole time, and only the agent can make sense of it inside a hardware-protected environment. The agent reviews each request, pulls the right numbers, and builds a response automatically. Every action is tracked and auditable, helping ServiceNow meet strict privacy and compliance standards through verifiable privacy and security.
Instead of waiting for a human to hunt down and check every answer, the system delivers accurate results in seconds—without ever exposing sensitive comp data outside the protected workflow.
A New Approach: Confidential AI in Action
After deploying OPAQUE's Confidential AI Agents, ServiceNow saw response times drop from four days to just eight seconds. The help desk now answers questions faster than ever, and sales reps get what they need without long waits. The system keeps data encrypted from start to finish, so private compensation info never leaves a secure environment thanks to cryptographic enforcement of data policies.
Accuracy jumped, too. In the first rollout, the agents delivered correct answers 74% of the time, speeding up routine requests and letting human staff focus on the few cases that need deeper review. The improved workflow means less time on manual data checks and more focus on supporting the sales team.
ServiceNow also strengthened its privacy and compliance posture, with tamper-proof audit trails for every action. Instead of juggling risk and slowdowns, the help desk now runs smoother and safer—while saving money on operations.
Results That Matter to the Bottom Line
Every minute a sales rep spends waiting on commission info is a minute lost. Before, bottlenecks were everywhere: staff bounced between systems for the right data, then double-checked every detail for privacy and accuracy. Each extra step stretched out response times. Now, those delays are gone. The help desk can keep up, and the sales team isn’t left in the dark.
Sensitive payout data doesn’t slip through the cracks. There’s a clear, tamper-proof record of every step. The real benefit is straightforward: people get faster answers and fewer distractions, and the business can trust what’s happening behind the scenes.
Replicate these Results
Want the details from ServiceNow and OPAQUE directly? Watch the video case study for a quick walkthrough of how confidential agentic AI fits into the commission help desk workflow, with commentary from the team behind the rollout.
If you want the full technical story, dive into the OPAQUE x ServiceNow case study.
Curious about building secure AI workflows for your organization? Request a demo with OPAQUE to learn how governance protocols and agent authenticity and integrity can transform your sensitive data operations.
Related links:
- Request a demo with OPAQUE
- Read the original Microsoft blog post
- Full OPAQUE x ServiceNow case study
- Download the Architecture and Security white paper