West Midlands-headquartered managed service provider Wavenet has announced a £7.4 million (€8.7 million) investment in AI-enhanced customer service technologies to support more than 22,000 customers across the UK, according to Channel Web.

The investment centres on a new three-year agreement with ServiceNow, supporting the rollout of AI-enabled service management capabilities across the business. Wavenet is deploying ServiceNow's agentic AI capabilities, including Now Assist, to automate fault triage, case summarisation and case management across its support operations.

Alongside the ServiceNow deployment, Wavenet is rolling out a new AI-enabled contact centre platform powered by Zoom, providing call transcription, sentiment analysis and intelligent call routing across its customer experience teams and 24/7 technical helpdesk operations in the UK and South Africa. The two platforms are expected to become increasingly integrated with ServiceNow over time, allowing AI capabilities to expand across additional services.

The scale of the investment reflects the operational demands Wavenet's support teams already face. Over the past 12 months, the company handled more than 450,000 support cases and over 165,000 customer phone calls, underlining the need for automated triage and smarter case management to maintain service quality at scale.

Antony Black, Chief Revenue Officer at Wavenet, said: "Handling almost half a million support cases a year means we have to continue evolving how we operate and investing ahead of demand."

Black added: "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 announcement follows a strong financial period for Wavenet, with turnover rising 22.5% from £177.1 million (€208.2 million) to £209.7 million (€246.6 million) for the year ended 31 March 2025, driven by acquisitions and organic growth.