Confidential agentic AI on Azure helps ServiceNow respond to sales commission inquiries in seconds

Krishnaprasad_Hande

Microsoft

Jun 17, 2025

Introduction

AI is transforming how businesses operate and innovate, unlocking opportunities across industries to pioneer new business models, solve previously intractable challenges, and create breakthrough experiences. ServiceNow is at the forefront, deploying powerful, confidential AI agents leveraging confidential computing. Their sales commission help desk faced mounting challenges, supporting their sales force. With thousands of commission inquiries annually requiring access to sales compensation plan information, the help desk needed a solution to accelerate response times while maintaining strict data privacy and security standards.

Applications

ServiceNow Digital Technology leverages cutting-edge AI to streamline business operations, increase operational efficacy, and enhance employee experiences. The sales commission help desk handles inquiries ranging from policy questions to payout explanations, requiring aggregation and analysis of sensitive data from multiple systems. The manual process of responding to these inquiries—which involves gathering, anonymizing, and analyzing sensitive employee data, sales quotas, and commission structures—created bottlenecks, with resolution times stretching to days for the most complex cases.

Use Cases

To address ongoing commission management challenges, ServiceNow’s Digital Technology team partnered with Opaque Systems and Azure confidential computing team to design, build, and implement Confidential Agents that enable secure, autonomous AI systems with cryptographic privacy guarantees and auditability. The solution provides their help desk team with instantaneous access to encrypted personal commission data across multiple systems, while AI agents automatically analyze requests and generate custom responses.

By integrating securely with various data sources, the system maintains strict privacy controls and compliance while delivering rapid, trusted insights. Every action taken by the AI agents is cryptographically verified, creating an immutable record of data access and usage. This generates detailed audit trails that meet compliance and strengthen governance protocols. Through hardware-based encryption on Azure NCCads H100 v5 confidential virtual machines augmented by NVIDIA H100 Tensor Core GPUs for accelerated computing running on their Microsoft Azure subscription service, the services built by ServiceNow can now harness the full power of AI technology without compromising on capabilities. Opaque’s Confidential AI Platform unlocks new performance potential of AI models that demand high-performing computational resources for all the commission requests, while maintaining robust protection of compensation data, setting a new standard for secure, efficient commission management.

Accelerate, Reclaim, and Save

Opaque's Confidential AI Agents architecture was uniquely built with NVIDIA H100s to help ServiceNow’s transformation. Once AI agents are connected to sensitive data, every aspect of agent operation maintains verifiable privacy and security, including real-time attestation that verifies agent authenticity and integrity, comprehensive audit trails of all agent actions and data interactions, cryptographic enforcement of data access and usage policies, and protection of valuable agent models and intellectual property. This combination of autonomous capability and verifiable privacy and security makes it ideal for ServiceNow to leverage for sensitive sales commission data while maintaining the highest standards of privacy and trust.

The implementation of Opaque's Confidential AI Agents delivered strong results across ServiceNow's sales operations. Average response times decreased from 4 days to just 8 seconds, dramatically improving service delivery. Sellers can find quick summaries of Sales Success Center material and links to learn more. They also reported a 74% accuracy rate of agent responses, demonstrating high relevancy. Beyond operational improvements, ServiceNow improved operating costs while simultaneously strengthening their security posture through confidential computing. Most importantly, this has freed up the help desk team to focus on more strategic, high-value work while delivering faster, more accurate support to the sales force, creating a virtuous cycle of improved efficiency and satisfaction.